Switch2 Energy Limited
Customer Accounts Representative
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Switch2 Energy is the UK’s most experienced and capable provider of end-to-end solutions for heat networks.
Heat networks are a key part of the government’s net zero carbon targets as they distribute heat or cooling from a central source to multiple customers. Heat networks can use renewable energy sources and although currently they supply heat to only 2% of homes and businesses, by 2050 this is planned to be 20%.
We provide smart and sustainable heat network solutions to local authorities, housing associations, managing agents and private developers for residential developments. We work to optimise energy efficiency, manage the delivery of renewable energy, retrofit underperforming schemes to ensure future decarbonisation, all while striving to minimise costs for residents who live there.
We are passionate about helping our customers and communities live sustainable lives, now and in the future. We are trusted experts in the design, build, and operation of heat and energy networks. We research, develop, build, and implement technology-based solutions. Find out more about us and our valuable work on our website https://switch2.co.uk/ and our YouTube page.
Main Purpose of the Role
To provide accurate, timely and informative billing and metering administration and front facing customer service for our customers and clients. We have a philosophy of continually improving our people and processes to deliver better customer experiences.
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Role Responsibilities
- Manage the production of credit billing cycles and exceptions ensuring KPIs, updates and contractual timescales are delivered accurately and on time.
- Maintain and change time-critical customer and meter data that directly impacts the production of bills and the accurate operation of Pay as you go equipment.
- Ensure any issues or tasks are seen through from start to finish promoting FTR and that customer, client, team leader or other departments are kept informed.
- Handle and respond to all customer and client contact in a timely and accurate way via phone, email, chat and social media in a professional and efficient manner continually promoting FTR.
- Identify customer needs and help customers access specific Digital self-help and promote new features and functionality to help improve the overall customer experience.
- Escalate and log complaints and ensure they are dealt with in accordance with current policy and timescales.
- Be an ambassador of our team ethos working as one team collaboratively across the business to provide seamless resolutions to customer enquiries.
- Monitor customer complaints and comments on social media and reach out to provide assistance and resolve issues and enquiries to high standards of satisfaction.
- Assist new members of staff giving advice and guidance when needed to help them become competent in their role and promote a team ethos.
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Key Skills and Behaviours Required
- Proficient in Microsoft Office suite
- Proficient in navigating social media platforms
- Conflict resolution
- Excellent communication both verbal and written with proven problem-solving skills
- Able to prioritise in a multi-tasking environment
- Ability to respond appropriately under pressure
- Able to listen and show empathy
- Excellent keyboard skills, ensuring accurate data entry
- Maintain thorough and accurate customer service records
- Work collaboratively as part of a wider team
Knowledge, Training and Relevant Experience to do the job
- Educated to GCSE ‘O’ level standard or NVQ level 2 or 3 in administration or other relevant qualification.
Our Company Values
At Switch2, our values guide how we work, collaborate, and deliver for our customers and each other.
- Commitment – Passion with purpose
- Innovation – Delivering today, shaping tomorrow.
- Teamwork – Empowering individually to achieve collectively
- Together – Strong relationships, stronger outcomes
- Resilience – Facing challenges, embracing change
Switch2 Energy is an Equal Opportunities Employer.
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