Customer Service Specialist

Job Description

We need everyones positive energy and innovative thinking to lead the energy transition to net zero. Thats why we welcome applications from all backgrounds and experiences and have a range of flexible working options to suit everyone! We are looking forCustomer Service Specialists to join our team based at Solihull.Heres what youll be doingThe E.ON I&C Pillar combines the current nPower nBS & E.ON B2B businesses to create a new £5billion revenue business serving c60,000 customers and around 300,000 meter points with a view to becoming the number one B2B energy supplier in the UK.We have an exciting new opportunity for Customer Service Specialists to join our Customer Support Team. For this role you will be responsible for ensuring a seamless customer journey during the period of a customers contract. The Customer Support Team issplit by On/Off Boarding & Mid Contract. For On/Off Boarding you will have ownership of ensuring new customers and additional business is set up correctly and that their first bill is timely and accurate. For Mid Contract you will support with processing Changeof Occupier requests into the system and ensuring accurate information has been updated and see out to first bill. You’ll also be working accounts that have failed to bill and aim to get to a speedy resolution. This role will offer the hybrid working approach,where you will be working in the office (Solihull) 2 days per week.Key Responsibilities

• Set up customer accounts accurately to avoid any registration issues e.g.: Contact Details, Bill Delivery/Format/ Communication Delivery, TPI / Broker Set up, Marketing preferences, Site level Contacts, payment method, CCL certificates etc.
• Engagement with industry data (IDM Team) to ensure correct industry flows are sent for successful registration.
• Management and completion of all relevant change of occupier activities.
• Utilise stakeholder network to escalate and triage issues - communicating with the relevant Customer Service team member to keep them up to date.
• Track ticket status for corresponding portfolio movement - raise relevant tickets and account demands.
• Investigate, resolve and raise registration rejections and objections and raise and resolve erroneous transfers (if required).
• Work within the legal and compliance framework of the organisation and industry.
• Utilise unbilled reports to triage failed bills; utilising stakeholder network to escalate and triage issues.
• Work closely with Customer Service and Cash teams to ensure a smooth transition from resolution of unbilled through to collection activity.
• Utilise Settlement reports to identify relevant customer sites and support with remedial action.

What we need from you

• Experience within customer service.
• Problem solving skills.
• Exceptional organisation skills.
• Experience of working to tight deadlines, SLA’s and KPI’s.

It would be great if you had

• Experience of working in an energy registrations team or an energy service support team.
• Knowledge of Junifer.
• Large scale I&C customer facing experience.
• Working knowledge of industry market participants and their roles.

Here’s what you need to know

• Our market-leading benefits package includes 26 days holiday + bank holidays, a generous pension scheme, life cover, bonus and the chance to choose from 20 flexible benefits with tax and/or NI savings. In fact, our benefits package recently won the Personnel Today Reward, Recognition and Benefits Award 2022! As the only energy company to feature in The Inclusive Top 50 UK Employers (our current ranking is 8th) we’ve proven that we’re committed to equal opportunities and actively promote a diverse and inclusive working environment, and fairness for everyone.
• We realise the best people bring their energy at different times, so we’re happy to talk flexible working and offer a range of flexible working options, including full time, part time and job share.
• As a Disability Confident Employer we interview every disabled applicant who meet the minimum criteria for the role.
• We’ve exciting opportunities for everyone to develop their talent at E.ON. Our open access, inclusive talent networks provide networking, learning and development for all, building your skills, qualifications, and capabilities throughout your career.

Keyskills :
Customer ServiceOrganisational Skills