Energy Advisor (Home Working)

Salary: £18,000 (pro rata)

Hours: Part Time - Up to 30 Hours per week working evenings and weekends on a rota

Duration: Permanent

Location: Home Based and Bristol (Temple Meads)

About the role

This is an exciting opportunity to become part of our new home-based operational team who will be at the forefront of the digital customer journey within Bristol Energy. You will be joining as part of a launch of our new team of home-based Energy Advisors, who will be working on a range of operational and customer service activities.

You will work primarily at home responding to and resolving customer and supplier queries via email, social media and chat, and reviewing reports to ensure our customers’ accounts are all processed correctly. There will a requirement to come into the office which we expect to be 1 day a month to undergo training, meet with the rest of the team and catch up with your line manager.

You will need to be a self-starter, comfortable working independently and someone who is a problem solver, with a keen eye for detail. Working in an industry and company that is undergoing transformation, flexibility and coping with change are key as you will help to shape an influence how this new team develops.

This is a great opportunity to start or progress a career within the Energy Industry as it moves into the future with the roll out of smart meters, the launch of our new customer app and other new innovative and sustainable technologies.

Key accountabilities

Your main accountabilities are listed below:

  • Providing an 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, including working to reach personal and team targets and 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 problem solving.

  • 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 must have:

  • A customer focussed mindset with experience in delivering excellent customer service

  • Demonstrable experience of problem solving by investigating and resolving issues, and recommending better ways of working

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

  • An analytical and logical approach with the ability to understand numerical information and its systems’ context

  • Strong IT skills including using Microsoft Excel and Word with willingness to learn new software and systems

  • 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 adapt to build strong rapport with a range of different customers, colleagues and third parties

  • Excellent organisational skills and be able to manage time effectively

You will ideally have:

  • Experience working in a home-based role

  • Experience working within digital communication platforms such as social media, email and chat

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

  • Experience in working with processing and managing customer accounts

  • Experience in using Energy Industry systems such as uSmart, Secrure Front End or Junifer

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

  • Experience in training, buddying or supporting others at work

Application details

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