Energy Advisor - Part Time

Salary: From £18,000 (Pro Rata)

Hours: Part Time

Duration: Permanent

Location: Bristol (City Centre)

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.

Your main accountabilities are listed below:

  • Provide 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

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

  • Work within an SLA and performance driven environment, including personal and team targets, completing your work in an efficient way to meet deadlines and performance standards

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

  • Troubleshoot complex queries and solve problems

  • Have a keen eye for process improvement

  • Analyse, report and update information using our internal systems

  • Take ownership of any dissatisfied customers and correctly follow the complaint handling process

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

  • Review and analyse reports to identify anomalies and errors

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

  • Support 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 able 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.