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Customer Service Specialist

VN583

GBP 25,500 - GBP 28,500

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.

As a Customer Service Specialist, you’ll be working within our customer contact center, working remotely alongside other like-minded customer focused people. In this role you’ll be taking calls and answering e-mails primarily (spending around 40% of your time on the phones), providing exceptional end-to-end service to our customers who use and/or generate renewable energy at home. As you progress, you’ll also work on technical tasks to proactively keep accounts healthy, for example resolving billing issues for customers.

You’ll be focused when it comes to taking full ownership and accountability for any problems your customer may have, whilst finding ways to help them manage their account in a more self-sufficient way (promoting our digital services, Smart meters). As part of the role, you’ll support customers with a variety of queries such as; taking meter readings, understanding bills and energy use, technical queries and complaints.

You’ll be passionate when it comes to delivering quality customer service and exceeding targets, as well as maintaining and growing our Trust Pilot rating so that prospective customers can see the benefits of joining Good Energy.

We’re proud to have created a role and culture that enables remote working. As we’re a big team, working in a remote environment, we support in structuring and allocating workloads across our squads, with your time split between taking calls, answering emails and administrative tasks.

We’ll be honest – it’s not an easy role, but it’s a rewarding one. We offer full training with our industry experts before you start and throughout your journey and a 16 week plan to support you in becoming successful in your role. We don’t expect you to have all the answers straight away, so we’ve got an abundance of resources to help - all you’ll need to do is use your initiative, determination and problem-solving skills to find the answers.

We're looking for a Customer Service Specialist who has previous experience in supporting customers either face to face or over the phone. This may already be within the energy industry, although energy experience isn’t essential.

You’ll be highly resilient and comfortable when dealing with customer queries where you might not know the answer. Our highly engaged customers ask lots of different questions so it's ok to not always be the expert. We have an incredibly knowledgeable and supportive team across Good Energy and the right answer is never too far away.

With an analytical and inquisitive nature, you’ll have a strong desire to solve complex problems. You’ll be determined to get the bottom of things, asking critical questions, remaining calm during difficult conversations and using your excellent communication skills to ensure customer satisfaction. You’ll have excellent verbal and written communication and thrive when working in a busy fast paced environment.

Development
We're committed to giving everyone the tools they need to grow professionally, which is why we offer our Good to Grow development framework offering skills and knowledge development from day one. We also have a Good Learning platform full of invaluable resources, such as workshops, digital learning, podcasts, videos and articles.

If you were successful, you'll attend a 16-week training programme which will start on the 2nd October 2023, and you'll come into our office (Chippenham, Wiltshire) on the first 2 days.

Starting salary £25,500 (includes financial allowances), with the opportunity to earn as you learn and build up to £28,500 with progress in the team.

We are open to part time hours which will equate to 30 hours per week (4 full days) and if you would like further information on this do contact us.

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 month, or quarter (dependent on how far afield you live).

20 Aug 2023