Customer Experience Advisor
- Shell Energy
- Milton Keynes, Buckinghamshire
- Dec 05, 2021
Full time
Sales & Marketing
Job Description
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
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
About Shell Energy