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Customer Service Settlements Specialist

VN576

GBP 23,500 - GBP 27,500

Permanent

Full Time

Good Energy helps customers generate, share, store, use and travel with clean power. Our aim is to help one million homes and businesses cut their carbon by 2025. We are developing smart services to support customers to do more with their renewable energy.

We supply truly renewable electricity sourced from over 1,700 generators across the UK. Our tariffs are independently certified with the Uswitch Green Tariff Gold Standard and we are accredited as an Eco Provider by Which?

Now we’re in an exciting period of significant growth and development, after recently expanding our business to provide energy services, including installing heat pumps and solar panels.

We’re also a major investor in Zap-Map, the UK’s go-to electric vehicle charging app with more than half a million registered users.

Our customer service is rated ‘excellent’ on TrustPilot and according to Best Companies, we’re a ‘World Class’ employer — in the top 100 best large companies to work for in the country.

If you’re ready to make combatting the climate crisis your job, and believe in our values of being, fair, straightforward, focused, and inclusive, then we want to hear from you. Let’s power a cleaner, greener future together.

Reporting to the Industry Operations Squad Lead, you will work closely with our Account Health, Home and Business teams to support and drive Good Energy’s industry settlement position, both for Gas and Electricity.

This recently formed team will be a task force that works closely with our Metering Hub to manage our supplier and shipper operational obligations, including managing BAU exceptions, investigating issues with data quality, working closely with key 3rd parties and supporting ongoing process improvement, automation and better ways of working.

Accountabilities:

Managing and enhancing existing processes relating to the customer read journey and ensuring that Good Energy’s RF and R3 position is improved and maintained within industry target levels for electricity.

Working with the Industry Operations Manager and Metering Hub to develop and embed effective day to day management of our Gas Shipper portfolio, including gas settlement and overall improvement of our data quality.

Provide exceptional Settlements support, helping to identify trends and potential issues that will impact the settlement performances and providing guidance on how to address these.

Liaising with 3rd parties and regulators to ensure compliance with key industry principles and effective working practices with our data collector, data aggregator, meter read agents and MEM’s.

Proactively contacting our customers to obtain readings, using both email and outbound dialing, where we have been unable to obtain accurate meter reads, and understanding the importance of this data.

Supporting during external and internal audits relating to Settlements processes and performance.

Supporting squad knowledge and capability by continuing to share and develop the knowledge of Settlements and operational exceptions that can impact good settlement performance.

Working through data received from 3rd parties to update our systems, helping to ensure that our customers receive accurate bills based on their usage.

As a Settlements Specialist, you will have a passion for our purpose, the ability to adapt to new situations every day and the drive to succeed both personally and when supporting our customers.

You will be proactive and inquisitive, keen to work autonomously through worklists whilst being able to collaborate and contribute in a team environment.

You will have a keen eye for detail and a desire to actively work to improve processes and help build on our business' knowledge and awareness of settlement, for the benefit of the business and our customers.

Essentials:

You are a quick learner, with a desire to build on your existing knowledge and experience to learn key industry processes in greater detail.

You are analytical and inquisitive with a natural desire and ability to solve complex problems.

You are a team player with strong collaboration skills, able to work with leaders, specialists, and data analysts to achieve outcomes.

You have exceptional verbal and written communication skills.

You are a quick learner who enjoys sharing their knowledge.

Starting salary £23,500 (includes financial allowances), with the opportunity to earn as you learn and build up to £27,500 with progress in the team.

We’re committed to being an inclusive employer and creating a fair workplace for all. We encourage applications from people across all backgrounds, circumstances, ages, disabilities, ethnicities, religions or beliefs, gender identities or sexual orientations.

We can offer reasonable adjustments as part of our recruitment process to anyone that needs them. If you would like to discuss anything, please let our team know.

Here’s a sample of the benefits we offer. Check out our careers page for more.

25 days plus bank holidays, a day off for your birthday, the option to buy more twice a year and additional days off for long service.

£500 annual Remote working allowance – supporting the costs of working from home

£500 annual Travel allowance – supporting with any travel to the office

Active personal development community, with a £500 annual learning and development allowance

Enhanced maternity, paternity, and shared parental leave, with family friendly return to work coaching

Healthcare cashback plan for support with everyday health costs

Our office is based in Chippenham, Wiltshire - just a two-minute walk from the train station, with fast connections to Bath, Bristol, Swindon and the surrounding areas.

Flexibility and work-life balance are really important to us. We offer hybrid and remote working and aim for one team anchor collaboration day in the office per week, month, or quarter (dependent on how far afield you live).

13 Aug 2023