Customer Service Team Member

Posted 23 March by Sustain Solar Easy Apply

Company Background:

We are an independent energy retailer based in Rickmansworth, Herts focussed on renewable energy.

A fantastic opportunity has arisen for an individual to join the Customer Services Team on a permanent basis. The successful candidate will have the opportunity to play a key role in the development of the department and will be able to learn about the wider business. They will be required to take ownership of core processes across the department and will be instrumental in liaising with other operational departments across the business.

Core Role:

  • To answer customer calls and queries, and to direct and escalate queries where necessary
  • To monitor the email inbox and take action where appropriate
  • To learn and utilise the CRM (Customer Relationship Management) software Gentrack
  • To be proactive in acquiring new customers and upselling customers onto different services
  • To understand the customer journey and to produce the relevant letters and communications to the customer at each stage
  • To undertake outbound calls to chase meter readings and final bills
  • To respond to customer problems and ensure appropriate action is taken to remedy problems
  • To uphold good customer relations practice in line with Consumer Focus requirements
  • To manage the removal of leaving customers
  • To be flexible to help out with billing issues as necessary

Essential Skills:

  • Experience of working within a Customer Services environment
  • Have excellent communication skills and telephone manner
  • Be self-confident, highly adaptable, self-motivated and capable of using own initiative
  • Have a good standard of education where a high level of literacy and numeracy is essential
  • Have the ability to cope with a significant amount of data entry and a willingness to deal with customers on the telephone
  • Be comfortable working quite a high proportion of the working day on their own and as part of a small team
  • Ability to draft correspondence is vital
  • Thorough working knowledge of Microsoft Office, including Word, Excel, PowerPoint, Access and Outlook
  • Willingness to get involved in the work of the company; to take an interest in the company’s objectives and to offer assistance where appropriate

The ideal candidate will be looking to develop a career with the company and will be instrumental to developing the business’ interests over the longer term. The company offers a great opportunity for individuals to develop their knowledge of the dynamic energy market.

Required skills

  • Call Centre
  • Complaints
  • Customer Service
  • Microsoft Excel
  • Microsoft Word

Reference: 34227744

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