Customer Service Executive

Description:

We have an exciting opportunity for a Customer Service Executive to join our team on a 9-month fixed-term contract basis. For this role you provide market leading customer service and account management to corporate customers. This role offers a great opportunity to work with various teams including billing, pricing and metering, as well as an opportunity to build knowledge within the energy industry. You will be the main point of contact for customers and provide updates including account issues. This role offers the hybrid working approach, where you will be working in the office (Solihull) 2 days per week.

Key responsibilities

• Raise and track account demands and all subsequent tickets.
• Monitor ticket statuses for corresponding queries, proactively communicating progress back to the customer.
• Utilise the stakeholder network to escalate and triage issues across the I&C business.
• Manipulate automated reports to provide a customer centric view.
• Monitor adherence to Query SLA Reporting.
• Ensure customers’ accounts run smoothly by triaging any issues or escalations, taking accountability for any ad-hoc hyper care issues.
• Management of query resolution within contractual requirements.
• Carrying out data analysis to identify root causes, identify and implement solutions to improve data quality.

What we need from you

• Customer service experience.
• Account Management experience within B2B and/or the energy industry.
• Good stakeholder management skills.
• Excellent organisation and communication skills.
• Sound commercial acumen with the ability to work in a fast-paced industry.
• Experience of working to deadlines, SLA’s and KPI’s.