Customer Advisor (Billing) - 3 Month FTC

Customer Advisor (Billing) – 3 Month FTC

Salary: £18,300 + excellent benefits

About us

We are one of the UKs fastest growing green energy companies supplying 100% renewable electricity and green gas to domestic and business customers. Our sustainable and ethical approach to how we do business, combined with our award winning customer service, gives us high levels of customer and employee engagement.  

Our purpose is to provide people with a choice to make a cleaner, greener future together.  We do this by providing access to locally sourced renewable energy. We set up and own the UK’s first commercial wind farm and have expanded our energy generation capacity with a portfolio of our own wind and solar farms. The company was founded in 1999, is listed on AIM and now employs over 300 people in the historic market town of Chippenham, Wiltshire.

About the role

The Billing team is responsible for ensuring that all of Good Energy’s customers receive accurate bills on time. This is achieved by managing billing exceptions on a daily basis and performing specialist billing actions where required. You will be required to make outbound calls as part of managing the customer experience.

We have recently implemented a new billing engine so this is a good opportunity for anyone looking to get involved with process development and improvement. Anyone applying to this role must be able to adapt quickly to frequent changes to both workload and processes. Other key duties and accountabilities of the role will include:

  • Analyse accounts that haven’t billed to diagnose and resolve the issue
  • Perform specialist billing actions as needed
  • Make outbound calls to customers to resolve billing queries and deliver priority service
  • Answer inbound queries from both customers and colleagues
  • Complete all tasks within KPI
  • Appreciate and understand the needs of our vulnerable customers
  • Awareness of Billing compliance and license conditions – flagging anything of concern promptly
  • Identify opportunities and make recommendations for process improvement

About you

To succeed in the role you will be customer focused and committed to delivering an excellent service. You will be confident, a quick learner and able to get to grips with complex processes quickly.  Managing your own workload, you will take ownership of tasks and follow these through to conclusion whilst adhering to strict KPI’s. You will be competent in the use of MS Excel and have previous experience managing numerical data.

Behaviours - Works in a way which role models our values: 

Straightforward

We are straightforward in how we communicate with each other and get things done.

Determined

We are determined and resilient, overcoming challenges to realise our purpose together.

Inclusive

We value people’s differences and recognise the strength they give us when we work together.

Fair

In fulfilling our purpose, we aim to balance fairly the needs of our people with those of our customers, our shareholders and our future holders.

In addition to a competitive salary we also offer a wide range of benefits. Our office in Chippenham is very accessible; we are just a two minute walk from Chippenham train station and within easy reach of surrounding towns and communities.

So if you’d like to be part of this multi award winning, innovative and fast growing ethical energy business, we’d love to hear from you. 

Please send a copy of your CV and a covering letter stating your experience and suitability for the role to jobs@goodenergy.co.uk.

Given the high volume of applications we have received in recent campaigns we recommend you apply as soon as possible to avoid disappointment. We will close the role sooner than the date specified below if we are able to fill the position.

Closing date: 24th September 2017

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