Industry Operations Agent

About The Role

Working within the Industry Operations Department, this position will work to improve our Customer and Industry Data integrity by ensuring all customers are onboarded/offboarded correctly and resolving any disputed transfers and losses, all while delivering exceptional customer service to all internal and external customers. You'll also ensure that all vulnerable customers, where requested, are correctly added to the Industry Priority Service Register.

The department itself is a fast-paced & ever-changing environment, dealing with the integrity of the read data held both internally and across all industry bodies.

Core responsibilities:

Work through allocated industry exceptions as assigned by the Industry Operations team leader
Support in the reduction of backlogs to improve our industry data integrity & ensure customers are correctly onboarded/offboarded
Resolve industry onboarding/Offboarding exceptions to ensure all customers join us/leave us in a Fit to Bill state.
Being an escalation and operational support for the wider business on Erroneous Transfers, PS PS (Priority Services) and DAP (Debt Assignment Protocol)
Developing a comprehensive understanding of the whole customer journey and how and why industry data integrity is part of this
Liaise with other Ecotricity departments and third parties through the Industry Secure Data Exchange Portal (SDEP) to ensure a fair and timely outcome is achieved for customer and industry impacting problems
Feedback third party issues/delays to Industry Operations Team Leader and 3rd Party Contract Manager for escalation
Customer and third-party outbound contact to ensure timely and effective resolution
Resolve high level exceptions created by various industry interfaces and erroneous activity
Other projects and ad-hoc tasks deemed inline with the wider ongoing needs of the team and department and Ecotricity mission
Deliver in alignment with your agreed KPIs and objectives.
Partake in monthly PDRs (121) and side by side sessions with the Industry Operations Team Leader to ensure continual development and quality outputs
Complaint resolution in a timely manner
Identifying system or process faults and supporting the department with continuous improvements
Take ownership for customer disputes and deliver resolution in a timely manner

About You

Your Skillset:

High level of computer literacy with experience of a CRM system, AFMS and Industry Databases coupled with good knowledge of Microsoft Office 365
Able to prioritize your workloads in line with department prioritization, managing a range of tasks and processes
Multitasking and remaining calm under pressure
Methodical and organised, ability to manage own workload within agreed prioritization
Committed to continual improvement for yourself and teammates, contributing to process improvements and personal development
Proven effective relationship management both internally and externally
Experience working with third parties (MOP, DC/DA) an advantage
Excellent written and verbal communication skills
High level of attention to detail
High level of numeracy, accuracy and problem-solving ability
Excellent planning and organisational skills
Takes ownership of queries through to resolution

Your Attributes:

Proactive 'can do' attitude and able to take a measured approach to workload management, delivering key targets within challenging deadlines
Self-motivated with a strong work ethic, demonstrating a genuine interest in the industry and developing your own and your team's knowledge
A proven record around adherence, meeting and working towards agreed KPI's
Pride yourself on maintaining read data integrity across industry and internal systems
Treats customers and peers the way they like to be treated
Working in a proactive way to find creative and innovative solutions
Is receptive to feedback and acts accordingly
Exceptional team player who is open and respectful of others
Engaging and motivated attitude and style
Flexible and adaptable approach to work
Live and breathe the Ecotricity Ethos

About Us

What's in it for you

Healthcare plan, life assurance and generous pension contribution
Volunteering Day
Hybrid Working
Various company discounts (including shops, gyms, days out and events)
Holiday of 25 days (plus bank holidays) & ability to buy/sell days
Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.

Flexibility statement

The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.

Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.

Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.

We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we build windmills, sun parks and green gasmills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of grass.

We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.

Job Types: Full-time, Permanent

Pay: £25,150.00-£29,000.00 per year

Benefits:
Additional leave
Bereavement leave
Canteen
Casual dress
Company events
Company pension
Cycle to work scheme
Employee discount
Enhanced maternity leave
Enhanced paternity leave
Gym membership
Life insurance
On-site parking
Paid volunteer time
Referral programme
Sick pay
Store discount

Application question(s):
Ecotricity offers hybrid working. Are you able to reliably commute to our Stroud office 3 days per week?
Will you now or in the future require sponsorship for employment visa status?

Work authorisation:
United Kingdom (required)

Work Location: Hybrid remote in Stroud GL5 3BY

Reference ID: 2510