Customer Service Specialist (m/w/d)

Job Description

As a Business Specialist (Export), you'll be joining our passionate, customer-focused team, becoming the go-to expert for our smaller independent generators. This is your chance to shine, owning everything from urgent inquiries to proactive account health checks.

Responsibilities

• Customer Engagement: Handle all incoming calls and emails, taking full ownership to ensure customer queries are resolved, or a solution is found.
• Account Health: Proactively manage billing, metering, and settlement workloads to maintain the health of customer accounts.
• Service Delivery: Work rigorously to KPIs and team standards to ensure exceptional service levels are achieved and grow the company's Trustpilot rating.
• Specialist Support: Be responsible for working with our smaller independent generators, providing both high-touch support (calls and emails) and proactive technical task management to keep their accounts healthy.
• Strategic Alignment: Demonstrate a passion for Good Energy's purpose in all client interactions and build strong internal and third-party relationships to ensure efficient service delivery.
• Ownership & Drive: Thrive working both independently and collaboratively, driven by a desire to deliver for our customers and taking full accountability for any problems they encounter.

What you'll need to succeed

Essential

• You have an interest in clean technology, along with a passion to support our purpose
• You are passionate about customer service
• You are organised with good time management and prioritisation skills
• You have exceptional verbal and written communication skills
• You are analytical and inquisitive with a natural desire and ability to solve complex problems
• You are a quick learner who enjoys sharing their knowledge
• You can work independently as well as within a team

Desirable

• You have knowledge or experience of renewables, energy and microgeneration

Hybrid working explained: When and where you'll be in the office

Our office is based in Chippenham, Wiltshire. For this role, we're looking for candidates who can come in to our Chippenham office once a month, based on location.

We offer both formal and informal flexible working options. Full-time hours are 37.5 per week, Monday to Friday.

The office is fully accessible, allowing everyone to participate fully in their working lives regardless of any mobility challenges. We promote work-life balance and flexibility through hybrid working, which combines both remote and office work.

Benefits you can rely on

Follow our 'Good to Grow' framework This program means you earn as you learn, with a starting salary of £25,500 and clear development milestones at £26,500 and £28,000, reaching up to £29,500

Continuous development: When you first join, you'll be enrolled on a 16 week training programme to support you with the best start possible within the role. After the induction, you'll have a peer mentor for day-to-day support, whilst you continue to develop your skills and knowledge

Great allowances for hybrid working:

• 🏡 £500 work from home allowance - an annual allowance paid monthly alongside your salary to support with working from home costs.
• 🚆 £500 travel allowance - an annual allowance paid monthly alongside your salary to support with travelling to work costs.

📖 £500 annual development allowance: to spend on your chosen development area, whether that's in your current role, or future roles.

🎁 5% annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.

🌞 Holiday: 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. You'll also have the option to buy additional leave, allowing for a better work-life balance.

💸 Ethical Pension with Aviva: Good Energy offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary.