Senior Customer Service Advisor (Home Based)

Salary: Up to £22,500 (Pro-rata)

Hours: Full or Part-Time; Monday – Sunday; ideally late afternoon, evening and weekend working

Location: Home Based & Bristol (Temple Meads)

About the role

This is an exciting opportunity to create a new home-based operational team who will be at the forefront of the digital customer journey within Bristol Energy. You will be a role model and experienced advisor as part of the launch of our new team of home based advisors. The new team will be working on a range of operational and customer service activities from home to support our ongoing operation.

You will work primarily at home, responding to and resolving customer and supplier queries. This will be directly from customers via email, social media and chat, reviewing reports to ensure our customers’ accounts are all processed correctly. There will be a requirement to come into the office or visit other advisors at home to undergo training, meet with the rest of the team and catch up with your line manager. We expect this to be a significant amount of time in the initial stages of the team's development, but we expect this will reduce to approximately 3 days a month.

You will need to be a self-starter, comfortable working from home, someone who is a keen problem solver and has a keen eye for detail. Working in an industry and company that is undergoing transformation, you will need to be flexible and good at coping with change. You will help to shape and influence how this new team develops.

As a Senior Advisor you will deputise for Team Leaders and be a key point of contact for home based colleague queries. You will take a lead role in the home based team’s processes and service improvement initiatives.

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.

About you

You will have:

  • Experience of working within Customer Care or Operations functions within the energy industry and a strong knowledge of the industry

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

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

  • Complaints handling and resolution skills and experience

  • Experience of coaching, mentoring or training others

  • Demonstrable experience of problem solving by investigating and resolving issues and the ability to recommend better ways of working

  • An analytical and logical approach with the ability to understand numerical information & 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 able to manage time effectively

  • Experience of quality monitoring emails/calls and social media

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

  • Experience of using Energy Industry systems such as uSmart, Secure Front End or Junifer

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

  • Experience of working in home based or digital teams

About us

Bristol Energy is built on strong values of fairness and accountability; we’re a force for social good. A commercial energy company, where:

  • Everyone has access to fair, transparent tariffs and great customer service

  • The money we make is reinvested to benefit local communities

  • Locally generated renewables support the regional economy, creating sustainable energy for future generations

We may only be three years old, but we’ve accomplished so much already. We’re a growing organisation with big ideas and even bigger ambitions. We’re on the hunt for a dynamic team of people with the skills, determination and passion to want to help us shape a new industry model and deliver an important venture for Bristol and the region.

Our benefits

  • 25 days annual leave rising 1 day each year up to 30 days

  • 8 bank holidays

  • Cycle to Work scheme

  • Generous pension scheme

  • Travel season ticket loans

  • Days off for volunteering in the community

  • Support with personal development

Application details

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