About The Role
Great customer service is not rocket science. It’s about keeping our promises, and fixing problems quickly. In essence it’s about treating our customers the way we like to be treated.
The Ecotalk Customer Service Team are the face of our business. We lead from the front in providing a first-class customer service whether that’s by resolving a customer’s query whilst they’re on the phone or by managing their case later. This role involves a mix of hands-on customer case management, inbound phone and email contact as well as supporting other colleagues and departments as and when the business needs.
We’re looking for like-minded people to join our Ecotalk service team, to provide exceptional service to all our customers. Our Ecotalk Customer Service team is a one stop shop for any customer query; we are using cutting edge technology to get our customers talking to the right person - first time. We don’t give our people scripts we want you to be yourself while helping our customers at the same time.
The role will have a mixture of inbound work but also outbound for any assigned customers that need follow up work. Managing your own time and prioritising your work will be key.
What you will do…
- Provide first class customer service in all interactions, focused mainly on inbound and outbound phone calls, delivering first contact resolution.
- Ensure our customer accounts are correct and all requests are completed accurately.
- To take responsibility and ownership for customer queries ensuring the customer is responded too promptly & updated frequently.
- Mobile port ins for customers who want to keep their mobile phone number.
- Managing customer queries via email and social media.
- Adapt to the business needs when required.
- Working with your Line Manager to achieve personal and team objectives.
- Other projects and ad-hoc tasks deemed in line with the wider ongoing needs of the Team and Ecotalk as a whole.
About You
Some previous customer service experience would be helpful – but anything relevant will be considered. If you want to be part of our awesome team, enjoy working with a great bunch of people and are supportive to others in a busy environment, this may be right for you.
We also need you to have a good grasp of numbers and be able to talk confidently to customers in the person and on the phone, although of course we’ll give you training. Being happy and accurate working with detail is really important, and you’ll often need to organise and prioritise your own work.
Knowledge, skills and experience:
- Ability to build rapport
- Experience in providing an excellent level of customer service
- Good computer literacy, including Microsoft word and Excel
- Excellent listening skills and verbal & written communication skills
- Effective objection handling
- Numeracy and problem-solving skills
- Excellent attention to detail
- Experience in using multiple IT systems simultaneously
- The ability to work with reports from several systems containing vital information
- Capable of working with financial aspects of the procedures
Attributes:
- Manages relationships effectively both internally and externally
- Methodical and organised, managing own work
- Is receptive to feedback and acts accordingly
- Exceptional team player who builds open and supportive relationships
- Flexible and adaptable approach to work
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.
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.