Job Description

• Securing payment methods and payment plans for accounts in early arrears
• Billing queries (taking meter readings and explaining new bills to customers and how these have been produced)
• Successfully addressing customer energy consumption concerns, explaining consumption and energy efficiency measures that can be taken to lower bill
• Discussing customer vulnerability, priority services register and providing appropriate solutions/sign posting
• resolving at first contact complaints relating to billing errors, failed metering appointments etc,
• Gaining customer agreement for Smart meter installation and working to targets associated with this
• Sales through service for added value aspects e.g. converting single fuel customers for dual fuel and promoted additional services such as boiler cover

Required Knowledge, Skills, and Abilities

Minimum 9months to a 1 year working within a fast paced inbound or outbound customer service focused Energy call Centre. Confident verbal communicator, can adapt approach to meet different customer needs Resilient, pragmatic and enjoys and environment of high expectation, high reward and enjoys being challenged. Motivated either by achieving targets/bonus or by delivering great experiences and being rewarded via recognition/feedback. Thrives in a WFH environment, confident to reach out when needed for support and build relationships with team mates remotely.