Energy Advisor

Salary: From £18,000

Hours: Full Time

Duration: Permanent

Location: Bristol (Temple Meads)

About the role

Our Resolution and Contact Centres play a vital role in the journey of our customers. We have a wide range of activities and processes that support our customers, including the installation of new smart meters across the UK, customer billing and payments, developing our business to business relationships, liaising with third parties through our industry operations activity and many other ways of offering an excellent service to our customers.

You will be responding to and resolving queries directly from customers via email and phone, or reviewing reports to ensure our customers’ accounts are all processed correctly and customer queries are resolved at first point of contact. You will often need to liaise with colleagues and third parties to ensure you’re giving our customers the best service. You will need to be good at listening, asking the right questions and looking to solve problems, to ensure a better and more efficient service to our customers.

You will need to be self-motivated and have a desire to improve your own and the team’s performance. There will be opportunities to get involved with improving processes and system requirements to ensure a smooth and efficient operation.

Key Accountabilities

Your main accountabilities are listed below:

  • Providing excellent service and a positive experience for our customers by taking ownership of their queries, whether communicating via email, telephone, face to face, social media or webchat

  • Completing updates and checks on our customers’ accounts, whether prompted by the customer or through reviewing system reports, documents and system checks

  • Working within an SLA and performance driven environment, with set personal and team targets to work towards, completing your work in an efficient way to meet deadlines and performance standards

  • Ensuring that all customer interactions are compliant with industry standards and regulations

  • Troubleshooting complex queries and solving problems

  • Having a keen eye for process improvement

  • Analysing, reporting and updating information using our internal systems

  • Taking ownership of any dissatisfied customers and correctly following the complaint handling process

  • Investigating errors or anomalies on customer accounts to ensure a smooth customer journey

  • Reviewing and analysing reports to identify anomalies and errors

  • Liaising with third parties and other suppliers to ensure our customers receive the best service from us and them

  • Supporting other reasonable requested activities within Bristol Energy

About you

You will have:

  • A customer focus with experience of offering excellent customer service

  • Demonstrable experience of problem solving by investigating and resolving issues

  • An analytical approach with the ability to understand numerical information

  • Strong IT skills including using Microsoft Excel and Word

  • An ability to be resilient and work flexibly in a changing fast-paced environment

  • Excellent communication skills both verbal and written and the ability to build strong rapport with a range of different customers, colleagues and third parties

  • Excellent organisational skills and an ability to manage time effectively

  • A resilient, self-motivated and results orientated approach to your work

You will ideally have:

  • Knowledge or experience in the energy industry or similar complex and regulated environments

  • Experience of working with processing accounts or providing customer service in the following areas: Smart Metering, Billing, Collections, B2B, Energy Industry Operations or complaint handling

  • An innovative approach to resolving issues and a desire to improve your own and your team’s performance

  • Experience of training or coaching others

  • Some roles may require BS7858 security checks.

Application details

Please submit your CV with a short covering letter to [email protected] with the job title in the subject field.