Specialist Customer Care Advisor Bedford, England
Job description
Note: Don’t worry if you don’t tick all the boxes. If you think this job feels right, we want to hear from you.
Who are we?
Rebel Energy supplies clean, affordable energy to households in the UK. But there’s a lot more to us than that. Our goal is to be the best possible energy supplier in the country. For our customers, our colleagues and the environment. So we’ve rebuilt the energy company from the ground up. We’re lean, customer-focused, powered by industry-leading automation, and a champion of social justice and colleague wellbeing.
We aim to do things right. As a pending Benefit Corporation, our principles are written into the legal structure of the business.
What does this mean in practice?
– We supply 100% renewable UK-generated electricity. And even though we supply gas, we’re working towards a future without fossil fuels.
– We want to end fuel poverty in the UK, so we offer unique tariffs and innovative pricing structures for people who are struggling.
– We invest in community-led carbon-removal projects in the UK.
After a hugely successful crowdfunding campaign (we believe one of the most successful pre-revenue raises on Crowdcube), Rebel is looking for brilliant colleagues who want to be part of something unique.
Who are we looking for? Someone who …
– Enjoys working in a customer contact environment and loves being able to help customers, especially those who are in more difficult situations who need a more tailored approach
– Has a real problem solving and solution focused mentality, being the type of person who just wants to get to the real root cause of the problem, whilst also being able to explain your investigation findings in a non-jargon way so that the customer understands
– Has flexibility to take on various specialist customer support responsibilities, including handling customer complaints and supporting vulnerable customers
– Has a desire to offer customer service excellence and always looking for ways to improve customer experience through continuous improvement suggestions
– Is able to manage multiple activities and priorities according to customer and business need
– Can demonstrate great verbal and written communication skills, with an ability to understand customers and their circumstances, consider the options available and share these in a way the customer will understand
– Has experience of resolving customer questions and issues, handling customer objections and supporting customers in difficult circumstances
– Ideally has experience of the energy industry, but if you don’t have that yet you’ll need a desire to learn and be able to apply your learning in the role
– Comfortable working in an entrepreneurial environment where we learn and grow together
What's does the role involve?
– Acting as a point of escalation, responding to customer calls, emails and chats where the customer needs an additional level of support. This will involve the ability to handle complaints as well as providing empathetic and clear support to customers experiencing challenging life events
– Has a real problem solving and solution focused mentality, being the type of person who just wants to get to the real root cause of the problem and work out what the best solutions might be for the customer, whilst also being able to explain your investigation findings in a non-jargon way so that the customer understands
– Compiling and sharing improvement opportunities identified from customer cases handled with the aim of preventing future instances of issues for other customers
– Investigating and responding to customer complaints by identifying the root cause and managing the customers expectations through to resolution – identify / resolve / forward fix approach
– Understanding customer circumstances and how this impacts their relationship with Rebel Energy. Evaluating their vulnerabilities and assessing how we best support these customers
– Sharing knowledge and feedback with other customer facing colleagues to enhance their knowledge and the service we offer to our customers
– Working within Rebel’s framework of processes to ensure regulatory requirements are adhered to, whilst feeling able to make decisions that are right for the customer showing an ability to adapt your approach to customer need
– Building and maintaining great relationships with third parties, including a number of supporting charities and the ombudsman, to work collaborative to identify beneficial ways forward for the customer
What's it like to work at Rebel?
We want to be the best possible employer in the energy industry, which is why we offer lots of great benefits (see the bullet points below). Just as importantly, it’s about our approach. We empower our colleagues and care for their health and wellbeing.
What are the benefits?
Responsibility and trust
– To thrive at work, people need freedom, clarity, trust and space. The balance is different for everybody, and we pride ourselves on trying to work out what’s right for each of our people.
A happy and fulfilling job
This is different for everybody. Some people will give everything to Rebel. Others are strictly part time. But we want everybody to enjoy what they do and who they work with – and to finish the day feeling that they’ve achieved something.
‘Servant leadership’
We give our people plenty of responsibility, but we don’t let the sky fall on their
heads if (when!) they make mistakes. In textbooks, this is called ‘servant leadership’.
It means leading by supporting and empowering. And it’s reflected everywhere in
the business, from the day-to-day to our salary structure (which caps executive pay vs junior pay at a maximum ratio of 10:1).
What are the benefits?
– Inclusive, collaborative and friendly work environment
– Competitive salary
– Flexible working hours and remote working as appropriate with laptops and all required hardware
– Colleague Share Scheme
– Investment in personal and professional development
– 25 days leave plus Bank Holidays. And we encourage all of our people to take a minimum of one complete week off each quarter to fully recharge.
– Generous maternity, paternity and adoption leave
– BUPA healthcare and a pension plan with colleague contribution
- Cycle to work scheme
Job Types: Full-time, Permanent
Salary: £25,000.00-£27,000.00 per year
Schedule:
- Monday to Friday
- Weekend availability
Ability to commute/relocate:
- Bedford: reliably commute or plan to relocate before starting work (required)
Experience:
- customer service: 1 year (preferred)
Work Location: Hybrid remote in Bedford
Application deadline: 21/08/2023
