Customer Service Agent

Posted 14 January by Powershop UK

About Powershop UK

We aim to deliver a customer experience that’s unprecedented in the UK energy market. We want to create something quite unique - customers who are engaged with their energy use and we’re already on the journey. Powershop customers know exactly how much power they use and what it costs them. All this is powered by our best-in-class software service and continuous user-centred innovation.


You’ll be in close contact with our customers, so you’ll need to be a great conversationalist and take pride in the outstanding service you provide. You’ll also be liaising with industry third parties to ensure the smooth and timely operation of all Powershop back-office processing. We’re always looking for ways to improve, so you’ll bring unconventional thinking and be naturally curious about how to make things better for our customers.

What you’ll be doing

  • Have amazing conversations with our customers to ensure all account queries are resolved in an efficient, timely manner
  • Enthusiastically process sales and sign-ups for new customers
  • Liaise with third parties (such as network companies and external metering agents) regarding matters such as outages and site visits
  • Proactively identify and resolve both customer and operational issues
  • Escalate any appropriate contacts to the direct management team or other business units as required
  • Process operational exceptions, and manage both internal and external communication within industry/company SLAs
  • Accurately maintain Powershop customer databases
  • Identify, and follow up on, any revenue opportunities within the scope of Powershop customer contact
  • Communicate effectively within the Powershop team, and with appropriate stakeholders, to support the Powershop culture
  • Demonstrate a clear understanding of PSUK operational processes and assist with reporting as required
  • Use super-sleuthing techniques to continuously improve the customer experience as a whole
  • Manage customer complaints within company and industry guidelines
  • You’ll also get involved in other activities and duties as required

You’ll be able to demonstrate

  • Some experience in customer service business
  • A true passion for the customer service industry
  • Strong phone contact handling skills and active listening
  • Ability to adapt/respond to different types of customers
  • A reasonable level of computer literacy
  • Exposure to steep learning curves
  • Self-motivated and self-assured
  • High sense of urgency and multitasking skills
  • Great communication skills, both verbal and written

Hours of work: Monday - Friday 8am - 8pm/Saturday 9am - 5pm(worked on a 3 shift rota basis/1 in 3 Saturday’s)

Bonus opportunity: up to 15% of annual salary based on individual and Company performance, paid quarterly

Perkbox: 100s of perks including discounts, healthcare, insurance, learning & development and free perks

Required skills

  • Communication Skills
  • Customer Experience
  • Customer Service

Application questions

Are you an excellent communicator (verbal and written)?
Do you have any unspent convictions?

Reference: 39482017

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