Work as part of the call centre team to re-cost energy supplies to SME businesses on a national basis business. To support and advise on existing arrangements.

Main Responsibilities
– To gain valid information to allow quotes on energy
– Provision of Exceptional Customer Service
– To follow call handling guidelines to ensure the highest level of service is given
– Achieve and maintain quality standards associated through the various stages of the customer journey and the role, in line with contract requirements and set KPI’s
– Work flexibly to deliver the service via the telephone or by webchat, providing a tailored, friendly, helpful service
– Use appropriate questioning styles to help understand and quickly asses the needs of the customer and business
– Have an excellent understanding of current legislation and support.
– Articulate services and assess customer requirements, sourcing appropriate services and information to match their needs
– Be able to manage conversations in a professional way and ethical way
– Provide information in line with customer requirements. Every effort should be made to ensure the intervention leads to a positive sale.
– Effective calling around 250 per day
– Effectively collect customer data in line with the contract standards to ensure accurate, timely and relevant information is gathered
– Complete all relevant customer documentation accurately in order to comply with internal or external requirements, ensuring a clear audit trail is maintained irrelevant of the channel
– Ensure all activities are recorded accurately and timely onto the customer relationship management system (CRM) and any other required business systems platforms in accordance with operational standards and processes
– Adhere to strict customer data protection and storage guidelines across all channels
– Ensure that all service and quality standards across the customer journey are adhered to, achieved and maintained
– Achieve all individual and service objectives and targets required in the role, as agreed with Line Manager.
– Support development and maintenance of clear work instructions in line with company requirements
– To assist where required with the preparation and execution of internal and external audit requirements
– Manage and prioritise own workload effectively
– To maintain the highest standard of professional conduct at all times with clients, colleagues and other Business networks and partnerships (both in business and socially)
– To be committed to the principle and practice of Continuous Professional Development and to undertake additional training to meet individual and organisational needs
– To follow Health & Safety procedures laid down by the Company in order to ensure the safety of you, your colleagues and others who may be affected by your behaviour
– To uphold the Company’s commitment to equality of opportunity to all and following Equality & Diversity Policy
– To support the Company in achieving its environmental aims and objectives
– To make a contribution to sharing ideas, knowledge and best practice to bring about business improvement
– To undertake any other tasks and responsibilities appropriate to the level of this post

Person Specification – Essential:
– Basic educational standard (GCSE) to high standard including Maths and English
– Track record of delivering excellent sales service
– Previous experience in Energy or outbound sales
– Good communication skills (written and verbal), including ability to effectively listen to interpret customer requirements over the telephone
– ICT Literacy with competence in Microsoft Office packages and experience of working within a CRM
– Able to demonstrate an understanding of business processes and business acumen
– High level of analytical ability to assess customer needs, information and documentation
– Demonstration of good sales techniques to reach decision makers and gain commitment
– Ability to organise own workload and self motivate to achieve targets

Person Specification – Desirable:
– Previous experience working in a utility sales role
– Demonstrable understanding of the use of questioning and sales techniques to identify and understand customer requirements
– Experience of working with a depth of different business situations, functions, and key personnel
– Ability to interpret basic business financial information
– Experience of delivering advice to customers

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