Ecotricity
Customer Service Advisor (Metering)
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Salary Details: £25,550 plus £2,500 OTE
The objective of this position is to manage all gas and electricity meter works and contracted meter agents, to process metering related queries in an efficient and effective manner. To manage Credit, Pay As You Go and Smart meter related issues, ensuring customers are kept on supply and resolving customer queries.
The Domestic Metering team is responsible for the management of metering related queries from Ecotricity’s customers. This includes liaising with customers and 3rd party agents to book appointments, problem resolution and exception management of customer queries.
What you will do
- Maintain customer data held within Ecotricity systems and update database systems accurately
- Resolve customer and in-house originated queries in given time-scales
- Use Salesforce, Junifer and AFMS to maintain customers’ accounts
- Liaise with third parties within the process, PPMIP and Metering Agents as required
- Manage emergency off supply queries effectively
- Ensure that Smart meters are installed whenever possible towards resolving customer queries
- Manage meter faults/tests and energy efficiency advice
- Manage the meter exchange process
- Improve Settlement percentage by improving the number of actual meter readings approved by the industry
- Identify and report issues with internal processes
- Ensure that Ecotricity complies with all license obligations
- Assist with customer enquiries relating to account through email, letter or telephone are managed within agreed time scales
- Assist with the roll out of Smart meters.
- Provide assistance to other departments for metering related matters
- Complete any other reporting or monitoring of workload as requested
- Any other ad-hoc duties as requested by Team Leader, Manager or Head of Department.
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About You
Skill Set Required
- Ability to liaise with industry participants, industry bodies and external customers
- Strong attention to detail
- High level of numeracy, accuracy and problem solving ability
- Computer literate
- Report writing and monitoring ability
- Letter writing
- Common Sense
- Analytical
- Ability to organise workload and multiple priorities
- Ability to work on own initiative
- Communication skills both written and verbal
- Excellent planning and organisational skills.
- Competent user of MS Office applications
- Electricity and Gas industry knowledge preferred but not essential
About Us
What's in it for you...
- Healthcare plan, life assurance and generous pension contribution
- Volunteering Day
- Hybrid Working
- Various company discounts (including shops, gyms, days out and events)
- Holiday of 25 days (plus bank holidays) & ability to buy/sell days
- Cycle to work scheme, car pooling and onsite parking available
As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.
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Flexibility statement
The fast moving nature of the business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to utilise our people in the best possible way at all times and helps our colleagues to make the best contribution in a changing environment.
Ecotricity is Britain's overall greenest energy company- it’s more than just green energy – the breadth and depth of our work on green issues is unmatched. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.
Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.
We don't just supply green energy, we use the money from our customers' bills to make it ourselves too – we have built windmills and sun parks in Britain. We call this turning 'bills into mills'.
We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.
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