Customer Service Specialist

Salary - £29,173 – £37,860 plus excellent employee benefits and career progression

Location – Leeds (Hybrid working)

npower Business Solutions (nBS) is the E.ON UK Industrial and Commercial (I&C) pillar and a market leader in the B2B energy retail sector.  I&C is a £6 billion revenue business serving c60,000 customers and around 300,000 meter points with a view to becoming the number one B2B energy supplier in the UK.

This role is accountable for the delivery of fantastic customer support. Once established the visualisation and servicing team will be a first point of contact for all customers taking DMS (Data and Metering services).

You will act as a first point of contact for all customer queries within DMS, ensuring that these are resolved at first contact if possible, or passed with a quality hand-off to the appropriate internal team to resolve. Where customers require assistance to access their energy visualisation tool the role-holder is accountable for resolving these issues, involving technical colleagues as needed. Over time the post-holder will need to develop a good understanding of all applicable processes, such that they can diagnose and resolve issues, escalating themes for improvement to management.

Main responsibilities of the role

• Communicate with all customers in a courteous and expert way, taking all opportunities to depend our connections with our customers and deliver a fantastic level of service.
• Receive, digest and act upon information given by customers, resolving issues where possible.
• Support customers with technical issues and data management within the Data Visualisation tool, ensuring that if energy coaching is an appealing option for the customer, they are encouraged to access this service.
• Offer a leading level of energy industry expertise, directing customer needs to the best point of resolution internally while ensuring the customer feels empowered to deal with their energy supply with confidence.
• Identify where a customer could benefit from additional products and services and liaise with relevant stakeholders and internal teams to facilitate these conversations.
• Understand and maintain data security and compliance to keep our customers data safe.
• Educate customers on best practices and best use of the data visualisation platform to empower them to continue managing their energy long term.

• Good knowledge of Data and Metering Services.
• Customer-centric mindset with a drive to deliver a best-in-class customer experience.

• Strong communication and interpersonal skills for building relationships.
• Able to interpret complex data.
• Strong customer management skills.
• Able to present information in a clear and engaging way.
• Strong organisational and timekeeping skills.
• Ability to work in a diverse team.

It would be great if you have

• Thorough of data and metering products and services.

• Knowledge of metering supported IT systems, business developed applications, complex customer portfolios.