Key Accountabilities:
•    To deliver a continuosly high level of customer service.
•    To liaise and work effectively with Account Managers regarding customer accounts and to  accurately understand customers’ requirements.
•    Responsible for the effective and appropriate management of customer complaints and queries in line with company SLA’s.
•    Ability to communicate effectively with customers, consultants and brokers as well as third party industry bodies, e.g. National Grid by phone and email
•    To work both independently and as part of a wider team as the role requires.
•    To proactively prioritise daily workload and effectively manage deadlines as they are given.
•    Responsible for queries raised by both internal and external stakeholders and successfully managing them through to resolution, with support as necessary.
•    To ensure that all processes are always operated in a timely and efficient manner with a focus to provide excellent customer service 
•    To identify knowledge gaps within Retail Operations and at the SSC,
•    To assist in the development and training of new starters within the department.
•    Contribute towards process improvements.
•    Adherence to internal process and risk frameworks including GDPR.
•    Attend meetings and participate in conference calls when required.
•    To identify themes of process and system issues that are creating high volumes of queries

Outcome, Results and Key Performance Indicators
•    Successful management of meter emergencies as they occur.
•    Efficient responses when responding to complex payment and billing issues.
•    Gain extensive knowledge of industry and systems to be able to fully investigate each query. Determine root cause, collate supporting information from the systems, and implement a resolution.
•    Maintain a portfolio of ongoing queries, ensuring internal teams are chased and customers are updated regularly, adhering to SLAs. Liaise with and manage query discussions with Retail Ops, arranging query overview meetings with Retail Ops Team Leaders as required.  
•    Root cause analysis to determine process improvements.
•    Manage bespoke reporting for customers and internal shareholders.
•    Responsible for operating as the first port of call for the company’s largest customers.
•    Adherence to bespoke SLAs for our largest customers (John Lewis & Southern Water).
•    understand, and be able to explain, how third party charges and reconciliations are calculated and applied for electricity and gas accounts.
•    To play an appropriate active role in the attendance of internal and external meetings with Sales and Account Managers to understand customers requirements..
•    All details in the system to be current at all times, including case status and contact notes.
•   Ensure that all queries are logged and resolved within agreed timescales.
•    Minimal errors and rework.
•    Approach work with a ‘right first time’ approach.
•    Achievement of all KPIs and objectives. 

Knowledge, Skills and Qualifications required: 

Knowledge and skills:

· Excellent communication skills (including written and telephone skills).

· Verbal comprehension skills.

· Numerical skills.

· Microsoft Office proficient.

· Proven record of excellent customer service.

· Able to produce accurate work within tight deadlines.

· Organisational skills.

· Practical approach to problem solving.

· Ability to present information effectively.

· Understanding of the registration processes and interdependencies between Sales and Customer Services and interfacing departments.

· Previous customer service experience

· Preferable experience of a customer setup role

· GCSE Maths Grade C (or equivalent) or above

· GCSE English Grade C (or equivalent) or above