Customer Service Representative

Job Title: Customer Service Executive

Department: Energy

Location: HX5

Salary: £24,000 - £25,000

Job Summary: We are seeking a proactive and detail-oriented Customer Service Executive to join our team in the energy sector. The successful candidate will manage day-to-day customer queries, liaise with customers and suppliers, and oversee administrative tasks such as change of tenancies, terminations, and contract confirmations.

Key Responsibilities:

• Customer Support & Query Management: Handle inbound and outbound customer queries via phone and email promptly and professionally. Resolve issues related to billing, account changes, and service updates.
• Supplier & Customer Liaison: Communicate with energy suppliers to resolve account-related matters. Coordinate between customers and suppliers to ensure smooth service delivery.
• Change of Tenancies (COTs): Process and manage change of tenancy requests efficiently. Update customer records to reflect new tenancy information.
• Onboarding New Clients: Guide new clients through the onboarding process, ensuring all necessary information is gathered and verified. Set up new client accounts in the CRM system and ensure LOA are submitted to suppliers.
• Terminations & Renewals: Submit termination requests for energy contracts within required timelines. Follow up with suppliers to confirm terminations have been processed.
• Contract Management: Retrieve and confirm the live status of contracts with suppliers. Ensure all customer contracts are accurately recorded and maintained.
• Administrative Duties: Maintain accurate and up-to-date customer records in the CRM system. Generate reports on customer interactions and service performance as required.

Other Accountabilities:

• Participate in ongoing training and development, regular performance reviews, and monthly one-to-ones.
• Carry out any other reasonable duties as required by the company.
• Adhere to company and department standards, policies, and procedures.
• Promote a culture where customers are treated fairly, with openness and honesty.
• Understand and comply with health, safety, environmental, and associated legal requirements relevant to our work.

Key Skills & Competencies:

• Strong communication skills, both verbal and written.
• Excellent organizational and time management abilities.
• High level of accuracy and attention to detail.
• Ability to work independently and as part of a team.
• Proficiency in using CRM systems and Microsoft Office Suite (Word, Excel, Outlook).
• Problem-solving and dispute-resolution skills.

Qualifications & Experience:

• Previous experience in a customer service or administrative role preferred.
• Understanding of energy contracts and supplier processes is an advantage.

Hours of Work:

• Monday: 8:15 - 17:00
• Tuesday to Thursday: 8:30 - 17:00
• Friday: 8:30 - 16:00

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.