Job Description

In this role we are looking for someone who excels at delivering Customer Experience, with a background in Energy and a wealth of knowledge in budgets. Bringing with them a passion and enthusiasm to always challenge the status quo and build an ethos of continuous improvement for the team and customers alike.

Utilities industry knowledge is essential for this role, preferably Energy, and an in-depth awareness of how business budgets are set, monitored against and reviewed. Whilst the individual must also be willing to learn and be a self-motivator, the role is key in leading a team of customer gurus in building their knowledge of the industry and supporting them to excel at customer service. The successful person in this role will have a drive to learn new methodologies for implementing, both for the industry of utilities and customer service as we will always try and seek perfection without ever attaining it, due to our fast-paced changing environment.

Given the start-up nature of this business, the successful candidate will need to be comfortable responding to changing circumstances and challenges to ensure that we always deliver for the customer whilst improving our processes for streamlining. Thriving in a dynamic and collaborative environment yet, at times, comfortable with ambiguity adapting quickly to changing priorities and customer needs.

We are looking for innovation and the ability to communicate through all media methods, instilling a partnership ethos with all customers. Our full range of customers is quite diverse, and this person needs to be extremely comfortable to be able to interact at all levels both internally and externally.

The individual will need to demonstrate a successful background in delivery against stretching key performances measurements and excelling at customer satisfaction, contributing to a successful NPS score. This role, along with others in the Customer Success team, will be the voice of the customer internally.

Benefits

• 23 Days holiday
• Birthday day off
• Extra days leave up to 5 years
• 3 Duvet Days (included in your annual leave entitlement)
• Private medical Insurance
• Income Protection
• Death in service
• Loyalty programme (vouchers, luggage, shopping trip and £500 experience)

Required Knowledge, Skills, and Abilities

You have significant previous experience as a coach/team leader within a customer experience environment. You have previous experience within the energy industry and you are skilled at explaining the energy industry succinctly and clearly. You can demonstrate in-depth knowledge of business budgets and communicate this effective to others. You are a strong team leader and can demonstrate your effective training skills. You care deeply, genuinely and passionate about customer support, solving problems for our customers (internal or external) and about the role it plays in making a customer-centric team successful. You can build and demonstrate ownership of customer and client relationships. You can challenge the status quo and process and provide potential solutions. You are able to translate complex tasks into layman’s terms for training and communicating. You are an intermediate to advanced user of MS Excel, MS Word. You have excellent time management and the ability to assess and priorities workload to meet customer and business needs. You have a talent for problem solving and the ability to apply judgment based on the situation. You are skilled in customer conflict resolution. You can work as part of a team and can build rapport at all levels. You have excellent written and verbal communication skills. You can take the initiative, be creative and challenge the norm. You have a clear, professional and informative communication style. You are skilled at explaining the energy industry succinctly and clearly. You are a naturally empathetic and articulate communicator. You are familiar with our CRM systems (Salesforce). You are familiar with our billing system (Skybill). You are familiar with Optima. You are familiar with Zendesk.