Our Journey: At Shell Energy, we believe that home energy matters. It's more than what boils the kettle or keeps the radiators warm. It empowers us to make better decisions now about our world tomorrow. It's the reason why we supply 100% renewable electricity, carbon neutral home energy, smart home technology, discounts on broadband, and exclusive rewards. Going above and beyond for our customers is what we're all about. We have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead. We need to keep moving forward. Why don't you help us get there? Salary ; £20,000 per annum with up to £3000 love to shop rewards Location; Coventry Office with some home working. Working hours; 37.5 hours per week / 20 hours per week Start date; 31st January Your part in our journey: Our Inbound Retentions Team offer a high level of customer service and support to existing customers. With the knowledge of a range of departments you will be responsible for giving a wide vast of customers a positive and long lasting impression of Shell Energy. The Inbound Retention Team guide our customers through the process of closing accounts, whilst hitting business customer retention targets through promoting our products and offering the best possible energy and broadband rates; encouraging them stay with Shell Energy for the foreseeable future. They also deal with general service enquiries and go above and beyond to ensure the accounts they come into contact with are fully health checked and fixed. Your part in the team: Be an excellent brand ambassador for Shell Energy and go above and beyond for each customer you come into contact with, and offering consistently excellent customer service when answering inbound calls/email correspondence. Actively listen to customers to understand their pressing concerns and ask open questions to fully understand their query. Ensure customers understand the next steps involved in resolving their query, and if there are any issues that they understand how the problem has happened. Empathise with our customers when they are frustrated, understand their point of view, and focus on putting things right. Take ownership of meeting agreed expectations by managing tasks effectively and professionally. Proactively contact customers to notify them of possible issues whilst ensuring a relevant fix is in place. Promote our tariffs and products to new or existing customers. Identify the features and benefits of particular tariffs or additional products that we provide that are relevant to individual customer needs, and explain these clearly to customers. Confidently generate and secure sale leads following on from effective resolution of a service query, and support customers in finding them the best possible energy and broadband deal. Provide solutions that meet the customer's needs in order to retain their custom. Take responsibility for consistently meeting or exceeding personal or team quality, service and sales targets. Follow set complaint and compliance procedures on every call to ensure that we are following strict regulations. Ensure clear and accurate notes are kept on customer accounts. What you'll need to help you make the best of the role: Excellent communication skills - both verbal and written. Have the ability to build strong rapport with our customers Ability to employ appropriate listening and questioning techniques to identify our customers' needs. Excellent problem solving skills, and a solution focused approach Ability to stay calm and professional when in a challenging situation Confidence to managing your own workload and adhering to set time frames. Be able to demonstrate excellent attention to detail Ability to proactively learn new information, systems or processes and quickly apply to differing customer situations Comfortable working in a target-driven and fast-paced environment Be resilient, tenacious and able to keep yourself motivated to achieve results. Ability to overcome customer objections using persuading and negotiating skills Ability to carry out basic numerical calculations (required for manual bill calculations) Ability to use multiple systems (PC-literate) The nice to have's: Previous call centre experience in a customer service role. Previous experience within the energy industry. Previous experience within a highly regulated role. Previous sales experience in a target driven environment. In order to give a great experience for our customers we provide the best training, development and ongoing support for our Telesales Advisors and we'll be there to help you settle into the role and grow within Shell Energy. We'll give you your shift patterns 4 weeks in advance and offer hybrid working to continue your support and alongside this we offer you: Employee recognition scheme 25 days holiday plus the 8 bank holidays (increases to 26 days after two years service) BUPA Private Healthcare and Cash Plan Pension Scheme Exclusive Retail Discounts (from nearly 900 retailers) Company maternity/adoption pay - 26 weeks full pay, followed by 13 weeks statutory pay for eligible employees. Two weeks full paternity pay If this sounds like your perfect next step, what are you waiting for? Apply now and we'll be in touch. For any further information, Please get in touch with Abbie Bennet, Resourcing Business Partner
Dec 07, 2021
Full time
Our Journey: At Shell Energy, we believe that home energy matters. It's more than what boils the kettle or keeps the radiators warm. It empowers us to make better decisions now about our world tomorrow. It's the reason why we supply 100% renewable electricity, carbon neutral home energy, smart home technology, discounts on broadband, and exclusive rewards. Going above and beyond for our customers is what we're all about. We have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead. We need to keep moving forward. Why don't you help us get there? Salary ; £20,000 per annum with up to £3000 love to shop rewards Location; Coventry Office with some home working. Working hours; 37.5 hours per week / 20 hours per week Start date; 31st January Your part in our journey: Our Inbound Retentions Team offer a high level of customer service and support to existing customers. With the knowledge of a range of departments you will be responsible for giving a wide vast of customers a positive and long lasting impression of Shell Energy. The Inbound Retention Team guide our customers through the process of closing accounts, whilst hitting business customer retention targets through promoting our products and offering the best possible energy and broadband rates; encouraging them stay with Shell Energy for the foreseeable future. They also deal with general service enquiries and go above and beyond to ensure the accounts they come into contact with are fully health checked and fixed. Your part in the team: Be an excellent brand ambassador for Shell Energy and go above and beyond for each customer you come into contact with, and offering consistently excellent customer service when answering inbound calls/email correspondence. Actively listen to customers to understand their pressing concerns and ask open questions to fully understand their query. Ensure customers understand the next steps involved in resolving their query, and if there are any issues that they understand how the problem has happened. Empathise with our customers when they are frustrated, understand their point of view, and focus on putting things right. Take ownership of meeting agreed expectations by managing tasks effectively and professionally. Proactively contact customers to notify them of possible issues whilst ensuring a relevant fix is in place. Promote our tariffs and products to new or existing customers. Identify the features and benefits of particular tariffs or additional products that we provide that are relevant to individual customer needs, and explain these clearly to customers. Confidently generate and secure sale leads following on from effective resolution of a service query, and support customers in finding them the best possible energy and broadband deal. Provide solutions that meet the customer's needs in order to retain their custom. Take responsibility for consistently meeting or exceeding personal or team quality, service and sales targets. Follow set complaint and compliance procedures on every call to ensure that we are following strict regulations. Ensure clear and accurate notes are kept on customer accounts. What you'll need to help you make the best of the role: Excellent communication skills - both verbal and written. Have the ability to build strong rapport with our customers Ability to employ appropriate listening and questioning techniques to identify our customers' needs. Excellent problem solving skills, and a solution focused approach Ability to stay calm and professional when in a challenging situation Confidence to managing your own workload and adhering to set time frames. Be able to demonstrate excellent attention to detail Ability to proactively learn new information, systems or processes and quickly apply to differing customer situations Comfortable working in a target-driven and fast-paced environment Be resilient, tenacious and able to keep yourself motivated to achieve results. Ability to overcome customer objections using persuading and negotiating skills Ability to carry out basic numerical calculations (required for manual bill calculations) Ability to use multiple systems (PC-literate) The nice to have's: Previous call centre experience in a customer service role. Previous experience within the energy industry. Previous experience within a highly regulated role. Previous sales experience in a target driven environment. In order to give a great experience for our customers we provide the best training, development and ongoing support for our Telesales Advisors and we'll be there to help you settle into the role and grow within Shell Energy. We'll give you your shift patterns 4 weeks in advance and offer hybrid working to continue your support and alongside this we offer you: Employee recognition scheme 25 days holiday plus the 8 bank holidays (increases to 26 days after two years service) BUPA Private Healthcare and Cash Plan Pension Scheme Exclusive Retail Discounts (from nearly 900 retailers) Company maternity/adoption pay - 26 weeks full pay, followed by 13 weeks statutory pay for eligible employees. Two weeks full paternity pay If this sounds like your perfect next step, what are you waiting for? Apply now and we'll be in touch. For any further information, Please get in touch with Abbie Bennet, Resourcing Business Partner
Our Journey: At Shell Energy, we believe that home energy matters. It's more than what boils the kettle or keeps the radiators warm. It empowers us to make better decisions now about our world tomorrow. It's the reason why we supply 100% renewable electricity, carbon neutral home energy, smart home technology, discounts on broadband, and exclusive rewards. Going above and beyond for our customers is what we're all about. We have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead. We need to keep moving forward. Why don't you help us get there? Job Title: Customer Resolution Centre Administrator Department: Customer Operations Office: Working between home and in our vibrant Coventry office. Hours: 8:30 till 17:00 Monday to Friday In this role you will be responsible for the admin function of the Customer Case Resolution Team. You will be required to use your initiative to assist the team in resolving their queries as quickly and efficiently as possible by organising workloads and logging incoming complaints in a timely manner. Your part in the team: You will be involved in completing SARS (subject access requests) for energy and broadband to ensure we do not go over the SLA set out by GDPR Responsible for ensuring all incoming emails are allocated and actioned accordingly by the end of each working day and further acknowledgements sent where applicable. Responsible for ensuring all Ombudsman/Extra Help Unit/Executive and Legal correspondence is logged accurately within the internal systems and correctly categorised including the root cause. Ensure all updates received on Executive complaints are logged on the relative case and Caseworkers made aware. Responsible for completing Subject Access Requests are completed - within the regulated timescales. Receive and administer postal correspondence, ensuring scanned, dispositioned and correctly administered within our company CRM system - Zendesk. Ensure timely initiation of fixes and allocation of cases to the appropriate to the correct team. Be meticulous in the logging of complaint start dates and have a very keen eye for detail. Actively monitor and administer cases reaching 8 weeks old to ensure compliance with our regulatory requirements. Ensure the integrity of case data held within the CRM system taking action to cleanse this where required to ensure one version of the truth. Undertake all other administrative duties with the team as reasonably requested. Personally responsible for consistently meeting and exceeding the challenging qualitative and quantitative customer service targets and KPIs. Identify and drive improvements to the way Customer Service works and how that impacts on your colleagues and your customers. Take ownership for driving your own performance forward. What you'll need to help you make the best of the role: Excellent interpersonal, verbal and written communication skills. Ability to work accurately with close attention to detail under minimum supervision. A professional, pro-active approach to work. Ability to learn quickly adapt in a fast paced environment. Demonstrate good organisation and time management skills. Excellent Word, Excel and general IT skills and to be able to navigate through a number of systems. Previous customer service experience in a similar industry would be desirable. Be a Team Player, and be able to work productively with the Team and independently.
Dec 06, 2021
Full time
Our Journey: At Shell Energy, we believe that home energy matters. It's more than what boils the kettle or keeps the radiators warm. It empowers us to make better decisions now about our world tomorrow. It's the reason why we supply 100% renewable electricity, carbon neutral home energy, smart home technology, discounts on broadband, and exclusive rewards. Going above and beyond for our customers is what we're all about. We have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead. We need to keep moving forward. Why don't you help us get there? Job Title: Customer Resolution Centre Administrator Department: Customer Operations Office: Working between home and in our vibrant Coventry office. Hours: 8:30 till 17:00 Monday to Friday In this role you will be responsible for the admin function of the Customer Case Resolution Team. You will be required to use your initiative to assist the team in resolving their queries as quickly and efficiently as possible by organising workloads and logging incoming complaints in a timely manner. Your part in the team: You will be involved in completing SARS (subject access requests) for energy and broadband to ensure we do not go over the SLA set out by GDPR Responsible for ensuring all incoming emails are allocated and actioned accordingly by the end of each working day and further acknowledgements sent where applicable. Responsible for ensuring all Ombudsman/Extra Help Unit/Executive and Legal correspondence is logged accurately within the internal systems and correctly categorised including the root cause. Ensure all updates received on Executive complaints are logged on the relative case and Caseworkers made aware. Responsible for completing Subject Access Requests are completed - within the regulated timescales. Receive and administer postal correspondence, ensuring scanned, dispositioned and correctly administered within our company CRM system - Zendesk. Ensure timely initiation of fixes and allocation of cases to the appropriate to the correct team. Be meticulous in the logging of complaint start dates and have a very keen eye for detail. Actively monitor and administer cases reaching 8 weeks old to ensure compliance with our regulatory requirements. Ensure the integrity of case data held within the CRM system taking action to cleanse this where required to ensure one version of the truth. Undertake all other administrative duties with the team as reasonably requested. Personally responsible for consistently meeting and exceeding the challenging qualitative and quantitative customer service targets and KPIs. Identify and drive improvements to the way Customer Service works and how that impacts on your colleagues and your customers. Take ownership for driving your own performance forward. What you'll need to help you make the best of the role: Excellent interpersonal, verbal and written communication skills. Ability to work accurately with close attention to detail under minimum supervision. A professional, pro-active approach to work. Ability to learn quickly adapt in a fast paced environment. Demonstrate good organisation and time management skills. Excellent Word, Excel and general IT skills and to be able to navigate through a number of systems. Previous customer service experience in a similar industry would be desirable. Be a Team Player, and be able to work productively with the Team and independently.
Location ; Coventry Contract; 1 positions available, Fixed term , Full time Our journey: At Shell Energy, we believe that home energy matters. Our home energy business was born out of Shell's acquisition of First Utility in 2018. As an original challenger to the big energy suppliers, First Utility had a heritage of supplying great value energy and broadband to customers. Shell Energy supplies 100% renewable electricity, as well as gas, smart home technology and broadband to British homes. Who you'll work with: We're ambitious with a pace to match, and as part of one of the world's largest companies, the opportunity and ability to push forward is greater than ever before. We foster a culture of continuous improvement. Accountability matters, which means enabling transformation through autonomy to influence and see progress through. Every day we work to provide an environment where all employees feel valued and included, and are able to nurture their talent as individuals and as part of a collaborative team. A diverse and inclusive workplace, embedded in our principles of honesty, integrity and respect, brings together remarkable people and enables them to be themselves. At Shell Energy, you'll be able to apply and develop your skills and knowledge as part of a collaborative team that's helping to innovate. Your part in our journey: In this role, you will support the delivery of Smart within the Metering Department, reporting into the Smart Metering Operations Team Manager, you will be responsible for resolving exceptions that can occur through the smart metering customer journey, ensuring these are resolved in a timely manner with the right first time approach and able to identify wider trends and patterns and work with different internal and external stakeholders to implement appropriate improvement measures . This team is a key operational support function at the forefront of the Shell Energy Smart Metering Programme. Your part in the team: Responsible for handling complex queries and resolving challenging exceptions. Able to communicate effectively and build relationships both internally and externally with various different service providers. Support the maintenance of our core Smart customer journeys i.e. Install and Commission exceptions, firmware management, COS position, tariff and read performance across our total Smart Metering portfolio. A key member in helping shape new and exciting processes and products and supporting the implementation of these into the Metering Operations team. Receiving inbound contact from engineers, sometimes offering technical advice whilst the engineer is onsite installing Smart Meters. Coordinate resolution of multiple work streams i.e. PQR and Metering Zendesk queue. Identify negative trends that can occur with core processes and are able to escalate these accordingly. Working with different departments to implement account fixes. What you'll need to help you make the best of the role: Previous experience in an analytical role. The nice to have's: A good understanding of the energy industry and smart metering. This role requires an enhanced background check in accordance with the Smart Energy Code. These checks include: 5 year employment verification (including evidence to cover any gaps), Identity verification, Right to work verification, Adverse financial check, Basic criminality check (DBS) and Sanctions check. More information about our Enhanced background checks can be found on the intranet under the Human Resources Section, Enhanced Referencing Policy and Guidance. Please get in touch with Abbie Bennett, Resourcing Business Partner, should you have any questions,
Dec 05, 2021
Full time
Location ; Coventry Contract; 1 positions available, Fixed term , Full time Our journey: At Shell Energy, we believe that home energy matters. Our home energy business was born out of Shell's acquisition of First Utility in 2018. As an original challenger to the big energy suppliers, First Utility had a heritage of supplying great value energy and broadband to customers. Shell Energy supplies 100% renewable electricity, as well as gas, smart home technology and broadband to British homes. Who you'll work with: We're ambitious with a pace to match, and as part of one of the world's largest companies, the opportunity and ability to push forward is greater than ever before. We foster a culture of continuous improvement. Accountability matters, which means enabling transformation through autonomy to influence and see progress through. Every day we work to provide an environment where all employees feel valued and included, and are able to nurture their talent as individuals and as part of a collaborative team. A diverse and inclusive workplace, embedded in our principles of honesty, integrity and respect, brings together remarkable people and enables them to be themselves. At Shell Energy, you'll be able to apply and develop your skills and knowledge as part of a collaborative team that's helping to innovate. Your part in our journey: In this role, you will support the delivery of Smart within the Metering Department, reporting into the Smart Metering Operations Team Manager, you will be responsible for resolving exceptions that can occur through the smart metering customer journey, ensuring these are resolved in a timely manner with the right first time approach and able to identify wider trends and patterns and work with different internal and external stakeholders to implement appropriate improvement measures . This team is a key operational support function at the forefront of the Shell Energy Smart Metering Programme. Your part in the team: Responsible for handling complex queries and resolving challenging exceptions. Able to communicate effectively and build relationships both internally and externally with various different service providers. Support the maintenance of our core Smart customer journeys i.e. Install and Commission exceptions, firmware management, COS position, tariff and read performance across our total Smart Metering portfolio. A key member in helping shape new and exciting processes and products and supporting the implementation of these into the Metering Operations team. Receiving inbound contact from engineers, sometimes offering technical advice whilst the engineer is onsite installing Smart Meters. Coordinate resolution of multiple work streams i.e. PQR and Metering Zendesk queue. Identify negative trends that can occur with core processes and are able to escalate these accordingly. Working with different departments to implement account fixes. What you'll need to help you make the best of the role: Previous experience in an analytical role. The nice to have's: A good understanding of the energy industry and smart metering. This role requires an enhanced background check in accordance with the Smart Energy Code. These checks include: 5 year employment verification (including evidence to cover any gaps), Identity verification, Right to work verification, Adverse financial check, Basic criminality check (DBS) and Sanctions check. More information about our Enhanced background checks can be found on the intranet under the Human Resources Section, Enhanced Referencing Policy and Guidance. Please get in touch with Abbie Bennett, Resourcing Business Partner, should you have any questions,
Our Journey: At Shell Energy, we believe there's a better way to power your business. Aligned with Shell's ambition to be a significant global power business and to become net zero by 2050, we are here to guide businesses to a better energy future. One that has the customer and a commitment to cleaner energy at the heart and makes it easy and affordable to embrace new technology. We offer businesses across Britain 100% renewable electricity as standard. Our cleaner, affordable and simple solutions help companies manage their energy spend and plan their sustainability roadmap - a fresh approach for environmentally conscious businesses that are looking to boost their sustainability credentials. We also offer natural gas to our customers with the option of supplying green gas on request. Department - Customer Experience Contract - Permanent Hours Per Week - Monday - Friday - 37.5 Who you'll work with We're ambitious with a pace to match, and as part of one of the world's largest companies, the opportunity and ability to push forward is greater than ever before. We foster a culture of continuous improvement. Accountability matters, which means enabling transformation through autonomy to influence and see progress through. Every day we work to provide an environment where all employees feel valued and included, and are able to nurture their talent as individuals and as part of a collaborative team. A diverse and inclusive workplace, embedded in our principles of honesty, integrity and respect, brings together remarkable people and enables them to be themselves. At Shell Energy, you'll be able to apply and develop your skills and knowledge as part of a collaborative team that's helping to innovate. Your Part in the Journey We are recruiting for a Customer Experience Advisor who will be responsible for managing our mailboxes, supporting all our customers and answering all types of customer queries. You will lead the initial development of customer relationships, NPS improvement, and collaborate across functions to successfully help to achieve Customer Service level targets. The Customer Experience Advisor will also be responsible for supporting the Account Managers in the Customer Experience team with improving the level of performance in relation to billing and complaints. The Customer Experience team is focused on delivering "best in class" experiences to business customers and delivering financial performance for group shareholders. We are leading the transformation of customer experience in the Business 2 Business Utilities space and want to achieve a world class customer service. The team owns and leads the improvement of outstanding customer service from the "first hello" through to the "last goodbye". Your part in the team You will focus on delivering 'best in class' performance levels in the following areas: Customer relationship building Customer journey optimisation Call management Ticket and email management Billing - getting it right first time Change of tenancy Complaints management What you'll need to help you make the best of the role You'll have Customer service qualities with a minimum of 2 years' experience You will have experience of operating in the B2B Utilities sector (desirable) You're a whizz at Microsoft Office (Word, Excel, PowerPoint and Outlook) You have a commercial mind-set focused on delivering customer profitability You'll have a track record of delivery Customer experience (NPS) improvement for your customers You'll have a track record of operating with a strong teamwork ethic, helping to create best in class eNPS levels You demonstrate a positive attitude, willingness and ambition to work towards and achieve the set targets You're an excellent verbal and written communicator and know how to build great professional relationships What's in it for you? Family Friendly Life Assurance 4 x salary Pension scheme Flexible working Company maternity /adoption pay - 26 weeks full pay, followed by 13 weeks' statutory pay for eligible employees. Two weeks' full paternity pay Development opportunities Training and coaching Development portal to access development material and share experiences Mentoring scheme Apprenticeship schemes Lifestyle 25 days holiday (plus Bank Holidays) Exclusive retail discounts Arriva bus discount
Dec 05, 2021
Full time
Our Journey: At Shell Energy, we believe there's a better way to power your business. Aligned with Shell's ambition to be a significant global power business and to become net zero by 2050, we are here to guide businesses to a better energy future. One that has the customer and a commitment to cleaner energy at the heart and makes it easy and affordable to embrace new technology. We offer businesses across Britain 100% renewable electricity as standard. Our cleaner, affordable and simple solutions help companies manage their energy spend and plan their sustainability roadmap - a fresh approach for environmentally conscious businesses that are looking to boost their sustainability credentials. We also offer natural gas to our customers with the option of supplying green gas on request. Department - Customer Experience Contract - Permanent Hours Per Week - Monday - Friday - 37.5 Who you'll work with We're ambitious with a pace to match, and as part of one of the world's largest companies, the opportunity and ability to push forward is greater than ever before. We foster a culture of continuous improvement. Accountability matters, which means enabling transformation through autonomy to influence and see progress through. Every day we work to provide an environment where all employees feel valued and included, and are able to nurture their talent as individuals and as part of a collaborative team. A diverse and inclusive workplace, embedded in our principles of honesty, integrity and respect, brings together remarkable people and enables them to be themselves. At Shell Energy, you'll be able to apply and develop your skills and knowledge as part of a collaborative team that's helping to innovate. Your Part in the Journey We are recruiting for a Customer Experience Advisor who will be responsible for managing our mailboxes, supporting all our customers and answering all types of customer queries. You will lead the initial development of customer relationships, NPS improvement, and collaborate across functions to successfully help to achieve Customer Service level targets. The Customer Experience Advisor will also be responsible for supporting the Account Managers in the Customer Experience team with improving the level of performance in relation to billing and complaints. The Customer Experience team is focused on delivering "best in class" experiences to business customers and delivering financial performance for group shareholders. We are leading the transformation of customer experience in the Business 2 Business Utilities space and want to achieve a world class customer service. The team owns and leads the improvement of outstanding customer service from the "first hello" through to the "last goodbye". Your part in the team You will focus on delivering 'best in class' performance levels in the following areas: Customer relationship building Customer journey optimisation Call management Ticket and email management Billing - getting it right first time Change of tenancy Complaints management What you'll need to help you make the best of the role You'll have Customer service qualities with a minimum of 2 years' experience You will have experience of operating in the B2B Utilities sector (desirable) You're a whizz at Microsoft Office (Word, Excel, PowerPoint and Outlook) You have a commercial mind-set focused on delivering customer profitability You'll have a track record of delivery Customer experience (NPS) improvement for your customers You'll have a track record of operating with a strong teamwork ethic, helping to create best in class eNPS levels You demonstrate a positive attitude, willingness and ambition to work towards and achieve the set targets You're an excellent verbal and written communicator and know how to build great professional relationships What's in it for you? Family Friendly Life Assurance 4 x salary Pension scheme Flexible working Company maternity /adoption pay - 26 weeks full pay, followed by 13 weeks' statutory pay for eligible employees. Two weeks' full paternity pay Development opportunities Training and coaching Development portal to access development material and share experiences Mentoring scheme Apprenticeship schemes Lifestyle 25 days holiday (plus Bank Holidays) Exclusive retail discounts Arriva bus discount
Our Journey: At Shell Energy, we believe that home energy matters. It's more than what boils the kettle or keeps the radiators warm. It empowers us to make better decisions now about our world tomorrow. It's the reason why we supply 100% renewable electricity, carbon neutral home energy, smart home technology, discounts on broadband, and exclusive rewards. Going above and beyond for our customers is what we're all about. We have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead. We need to keep moving forward. Why don't you help us get there? Job Title: Customer Citizens Advice Advisor Team: Resolution Centre Office: Working between home and in our vibrant Coventry office. Working Pattern: Full time Monday - Friday 09:00 - 17:30 Your part in our journey: As a Citizens Advice Resolution Advisor you will be responsible for the administration and resolution of all escalated customer complaints received via The Extra Help Unit and Citizens Advice Consumer Service. You will be required to use your initiative, problem solving and analytical skills to resolve them as quickly and efficiently as possible, to the highest possible standard. As we assist vulnerable customers in this area, a high level of empathy is also required This role involves a high level of stakeholder interaction and third party collaboration in order to reach an agreeable resolution as quickly as possible, to avoid further escalation. Your part in the team: Take ownership of individual cases/complaints from receipt to conclusion, ensuring that all are handled to the highest possible standard of customer care and within the agreed SLAs Liaise with external agencies where applicable to ensure complaints are resolved in a timely and appropriate manner. Where appropriate issue a deadlock letter if the complaint cannot be resolved within 8 weeks or if the complaint has exhausted our internal complaints process Coordinate internal and external stakeholders to ensure a swift and complete resolution to issues and where necessary escalate to the appropriate channels when this is not forthcoming Research case history, seeking specific information in order to resolve cases/complaints Prepare clear, comprehensive and informed response letters/emails acceptable to Citizens Advice and The Extra Help Unit. Able to adapt to several tones of voice and maneuver between informal and formal, competently dependent on complaint type. Responsible for ensuring multiple complaint types are acknowledged and resolved within a timely and professional manner, specific to their type. Handle customer escalations; ensuring call-backs are completed on day or by the end of the next business day without fail Handle inbound calls from The Citizens Advice Bureau immediately and make outbound calls to customers as and when required Handle any challenging calls and situations in a calm and professional manner Mandated to approve appropriate redress and compensation to customers Identify any areas of improvement to continue to enhance the customer experience Operate and maintain customer-related information systems Participate in training as requested Ensure all record keeping of complaints is accurate and up to date at all times Ensure a high level of quality for all customer cases Comply with all company policies and procedures associated with the role What you'll need to help you make the best of the role: Be familiar with energy utilities having worked in a similar regulated environment Show the ability to demonstrate high level complaint handling Strong customer service, negotiation and resolution skills Demonstrates good organisation and time management skills Self-motivated and can work unsupervised Desire to take ownership of issues and 'go the extra mile' To be proficient in letter writing and call handling Demonstrate resilience and tenacity
Dec 05, 2021
Full time
Our Journey: At Shell Energy, we believe that home energy matters. It's more than what boils the kettle or keeps the radiators warm. It empowers us to make better decisions now about our world tomorrow. It's the reason why we supply 100% renewable electricity, carbon neutral home energy, smart home technology, discounts on broadband, and exclusive rewards. Going above and beyond for our customers is what we're all about. We have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead. We need to keep moving forward. Why don't you help us get there? Job Title: Customer Citizens Advice Advisor Team: Resolution Centre Office: Working between home and in our vibrant Coventry office. Working Pattern: Full time Monday - Friday 09:00 - 17:30 Your part in our journey: As a Citizens Advice Resolution Advisor you will be responsible for the administration and resolution of all escalated customer complaints received via The Extra Help Unit and Citizens Advice Consumer Service. You will be required to use your initiative, problem solving and analytical skills to resolve them as quickly and efficiently as possible, to the highest possible standard. As we assist vulnerable customers in this area, a high level of empathy is also required This role involves a high level of stakeholder interaction and third party collaboration in order to reach an agreeable resolution as quickly as possible, to avoid further escalation. Your part in the team: Take ownership of individual cases/complaints from receipt to conclusion, ensuring that all are handled to the highest possible standard of customer care and within the agreed SLAs Liaise with external agencies where applicable to ensure complaints are resolved in a timely and appropriate manner. Where appropriate issue a deadlock letter if the complaint cannot be resolved within 8 weeks or if the complaint has exhausted our internal complaints process Coordinate internal and external stakeholders to ensure a swift and complete resolution to issues and where necessary escalate to the appropriate channels when this is not forthcoming Research case history, seeking specific information in order to resolve cases/complaints Prepare clear, comprehensive and informed response letters/emails acceptable to Citizens Advice and The Extra Help Unit. Able to adapt to several tones of voice and maneuver between informal and formal, competently dependent on complaint type. Responsible for ensuring multiple complaint types are acknowledged and resolved within a timely and professional manner, specific to their type. Handle customer escalations; ensuring call-backs are completed on day or by the end of the next business day without fail Handle inbound calls from The Citizens Advice Bureau immediately and make outbound calls to customers as and when required Handle any challenging calls and situations in a calm and professional manner Mandated to approve appropriate redress and compensation to customers Identify any areas of improvement to continue to enhance the customer experience Operate and maintain customer-related information systems Participate in training as requested Ensure all record keeping of complaints is accurate and up to date at all times Ensure a high level of quality for all customer cases Comply with all company policies and procedures associated with the role What you'll need to help you make the best of the role: Be familiar with energy utilities having worked in a similar regulated environment Show the ability to demonstrate high level complaint handling Strong customer service, negotiation and resolution skills Demonstrates good organisation and time management skills Self-motivated and can work unsupervised Desire to take ownership of issues and 'go the extra mile' To be proficient in letter writing and call handling Demonstrate resilience and tenacity
Our Journey: At Shell Energy, we believe that home energy matters. It's more than what boils the kettle or keeps the radiators warm. It empowers us to make better decisions now about our world tomorrow. It's the reason why we supply 100% renewable electricity, carbon neutral home energy, smart home technology, discounts on broadband, and exclusive rewards. Going above and beyond for our customers is what we're all about. We have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead. We need to keep moving forward. Why don't you help us get there? Who you'll work with: We're ambitious with a pace to match, and as part of one of the world's largest companies, the opportunity and ability to push forward is greater than ever before. We foster a culture of continuous improvement. Accountability matters, which means enabling transformation through autonomy to influence and see progress through. Every day we work to provide an environment where all employees feel valued and included, and are able to nurture their talent as individuals and as part of a collaborative team. A diverse and inclusive workplace, embedded in our principles of honesty, integrity and respect, brings together remarkable people and enables them to be themselves. At Shell Energy, you'll be able to apply and develop your skills and knowledge as part of a collaborative team that's helping to innovate. Your part in our journey: Developing and scaling our digital acquisition channels is one of our core priorities for 2021 and beyond. This position will play a pivotal role in determining the success and speed at which we are able to grow performance across all digital touchpoints. Your part in the team: Reporting into the Paid Performance Manager, and working closely with all channel managers, you will be responsible for supporting activity across all digital channels, including PPC, SEO, Refer a Friend, PCW's and Affiliates, and Programmatic Display on a day-to-day basis, with a focus on achieving our high growth targets for 2021 and beyond. What you'll need to help you make the best of the role: Demonstrable hands on experience working across a number of digital channels (PPC, affiliates, SEO, Referral programmes etc) Experience in reporting and data analysis in order to make informed commercial decisions and drive initiatives to maximise success Previous experience in working with and managing media agencies Comfortable using varied digital marketing tools such Adobe Analytics, Salesforce, Interaction Studio, Google Analytics etc Ability to drive performance whilst working within CPA budgets Creating and updating campaign reports using appropriate digital tools The ability to influence internal and external stakeholders at various levels Excellent attention to detail and a mind for data/ insight Strong numerical and communication skills Able to deal with complex stakeholder requirements in working well as a team and individually under pressure The nice to have's: Previous paid digital and organic search experience Proficient with copy and content creation Experience working with content management systems Lifestyle Exclusive Retail Discounts (from nearly 900 retailers) 25 days holiday (plus Bank Holidays) and Holiday Trading Scheme Quarterly Team Socials Employee Energy and Broadband Tariffs Company wide bonus scheme Well-being Access to our Wellbeing centre to aid you with our four M's (Moving, Mind, Money and Munch) Charity events to support our charity partner, including a paid day off each year to volunteer BUPA Private Healthcare and Cash Plan Cycle to Work Scheme Development Opportunities Mentoring Scheme Apprenticeship Schemes Development Portal to access development material Family Friendly Company maternity/adoption pay: 26 weeks full pay, followed by 13 weeks statutory pay for eligible employees. Two weeks full paternity pay Life Assurance Pension Scheme
Dec 04, 2021
Full time
Our Journey: At Shell Energy, we believe that home energy matters. It's more than what boils the kettle or keeps the radiators warm. It empowers us to make better decisions now about our world tomorrow. It's the reason why we supply 100% renewable electricity, carbon neutral home energy, smart home technology, discounts on broadband, and exclusive rewards. Going above and beyond for our customers is what we're all about. We have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead. We need to keep moving forward. Why don't you help us get there? Who you'll work with: We're ambitious with a pace to match, and as part of one of the world's largest companies, the opportunity and ability to push forward is greater than ever before. We foster a culture of continuous improvement. Accountability matters, which means enabling transformation through autonomy to influence and see progress through. Every day we work to provide an environment where all employees feel valued and included, and are able to nurture their talent as individuals and as part of a collaborative team. A diverse and inclusive workplace, embedded in our principles of honesty, integrity and respect, brings together remarkable people and enables them to be themselves. At Shell Energy, you'll be able to apply and develop your skills and knowledge as part of a collaborative team that's helping to innovate. Your part in our journey: Developing and scaling our digital acquisition channels is one of our core priorities for 2021 and beyond. This position will play a pivotal role in determining the success and speed at which we are able to grow performance across all digital touchpoints. Your part in the team: Reporting into the Paid Performance Manager, and working closely with all channel managers, you will be responsible for supporting activity across all digital channels, including PPC, SEO, Refer a Friend, PCW's and Affiliates, and Programmatic Display on a day-to-day basis, with a focus on achieving our high growth targets for 2021 and beyond. What you'll need to help you make the best of the role: Demonstrable hands on experience working across a number of digital channels (PPC, affiliates, SEO, Referral programmes etc) Experience in reporting and data analysis in order to make informed commercial decisions and drive initiatives to maximise success Previous experience in working with and managing media agencies Comfortable using varied digital marketing tools such Adobe Analytics, Salesforce, Interaction Studio, Google Analytics etc Ability to drive performance whilst working within CPA budgets Creating and updating campaign reports using appropriate digital tools The ability to influence internal and external stakeholders at various levels Excellent attention to detail and a mind for data/ insight Strong numerical and communication skills Able to deal with complex stakeholder requirements in working well as a team and individually under pressure The nice to have's: Previous paid digital and organic search experience Proficient with copy and content creation Experience working with content management systems Lifestyle Exclusive Retail Discounts (from nearly 900 retailers) 25 days holiday (plus Bank Holidays) and Holiday Trading Scheme Quarterly Team Socials Employee Energy and Broadband Tariffs Company wide bonus scheme Well-being Access to our Wellbeing centre to aid you with our four M's (Moving, Mind, Money and Munch) Charity events to support our charity partner, including a paid day off each year to volunteer BUPA Private Healthcare and Cash Plan Cycle to Work Scheme Development Opportunities Mentoring Scheme Apprenticeship Schemes Development Portal to access development material Family Friendly Company maternity/adoption pay: 26 weeks full pay, followed by 13 weeks statutory pay for eligible employees. Two weeks full paternity pay Life Assurance Pension Scheme
