Home Moves Assistant

Closing date: Friday 22 September 2017.

For more details and to apply, send your CV with a covering letter to jobs@ecotricity.co.uk or write to:

HR Department, Ecotricity, Lion House, Rowcroft, Stroud, Glos, GL5 3BY.

Work for Ecotricity

About us...

Green Electricity didn't exist in the world back in 1996. When we offered it for the first time, we became not just Britain’s but the world’s first Green Electricity Company – and kick-started the now global Green Electricity movement. Our mission was and remains to change the way electricity is made and used in Britain.

More recently we’ve introduced green gas to Britain and built and run Britain’s first national network of electric vehicle charge points, the Electric Highway. In 2016 we were named in the Virgin Media Top 10 list of Business Disruptors and we’re proud of the fact that, after 20 years in the business we’re still recognised as an innovative company.

We operate a unique model. We use our customers’ energy bills to fund the building of new sources of Green Energy. We like to refer to this as turning ‘Bills into Mills’ – energy bills into energy mills, whether that’s wind, sun, sea or gas. And we’re a not-for-dividend company – the money we make goes back into our mission.

At the heart of this business is a team of fantastic people - energetic and passionate about what we do, who work together to make things better and who are keen to ’shake things up a bit’ by challenging what others see as "conventional wisdom". Our people share our values. Read through them – we really hope you share them too!

Overall Description of Duties

Working within Ecotricity‘s Customer Support function, this position is focused on delivering an exceptional customer experience to all domestic and business customers. Our goal is simple, to help Ecotricity customers as they move from one of our properties to the next.

With a commitment to first contact resolution, the Customer Support Assistant will support customers with any queries relating to the moving process across a number of different contact channels, including:

  • Telephone
  • Email
  • Online web forms

The role will also include investigatory and data processing work.

The ongoing support and the provision of customer service excellence throughout the customer journey is paramount to the success of Ecotricity.

This position forms part of the team delivering high levels of quality and efficiency in guiding the customer through the complex world of the energy supply industry. Within the team you will experience seasonality in work volumes so flexibility and adaptability is a must.

The Department

The team support both domestic and business customers in managing a move from one property to another (change of tenancy). The opportunity within our team is massive as we have a major role to play in improving customer experience and increasing the number of properties we supply.

Core Responsibilities

  • Provide exceptional customer service (through all contact channels) to customers as they move.
  • Obtaining accurate information relating to change of tenancies and processing these on our system
  • Taking full ownership, support the customer through any issues or problems they may have during their move including (but not limited to) revised billing, meter faults etc
  • Process customer move requests within efficient timeframes in line with agreed customer excellence standards
  • Provide quotations for customers moving from an Ecotricity supplied property to a new property and process the relevant sign-up of the new property.
  • Obtain/chase confirmation of details and/or tenancy agreements from all customers and third parties
  • Liaising with external third parties such as letting agents, solicitors, developers, contractors, landlords and housing associations to confirm change of tenancy details
  • Delivering on performance against agreed monthly benchmarks and KPIs
  • To undertake any ad-hoc requirements as requested by Team Manager / Contact Centre Management

Skills & Experience Required

  • Proven track record of customer service in either a telephony or face to face environment
  • Evidence of problem solving and numerical ability
  • Excellent written & verbal communication skills
  • Evidence of excellent time management, planning & personal organisational skills
  • Good computer literacy including Microsoft Office Packages & SAP
  • Evidence in managing changing priorities
  • Strong inter-personal skills

Specific Knowledge Required

  • Utility Industry Knowledge (desirable but not essential)
  • Experience of CRM software including SAP and or Salesforce (desirable but not essential)

Educational Requirements

  • At Least 5 GCSEs at Grade C or including Maths and English

Key Behaviours:

  • A real passion for customer service and commitment to delivering the best customer result
  • Exceptional team player who builds open and supportive relationships
  • Flexible, accountable and adaptable approach to work
  • Creative and innovative. An advocate for positive change
  • Solutions focused and resourceful
  • Engaging and motivating attitude and style
  • Calm under pressure
  • Commitment to ensuring a consistently high quality of work

Main Customers

  • All Ecotricity customers past and present - This will cover both Credit and Prepayment customers
  • Customer Service & Sales / Contact Centre Teams
  • Customer Operations Teams (i.e. Billing and Metering)
  • Customer processing and sign up teams

Flexibility Statement

Due to the fast moving nature of the company’s business, you will, from time to time be asked to perform roles outside your original job description on an ad hoc basis. This allows the company to utilise its people in the best possible way at all times and helps employees to make their contribution in an ever changing environment.

 

Our Ethos and Values

We have some core values which are at the heart of everything we do:

We are committed to what we do

We are energetic, enthusiastic and passionate about what we do. We believe in our work and have fun doing it.

We strive to be open, fair and ethical

We make sure things are done the right way.

We are team players

We are all individuals who work together to make things better and get stuff done.

We never rest on our laurels

We aren’t set in our ways. We constructively challenge ourselves and each other. We continually reappraise what we hold to be true as the background and circumstances change (stuff changes and we need to keep changing too).

We treat other people with respect...

...and you can’t go far wrong with that.