Customer Service Executive

THE ROLE:

Location:
Birmingham
Hours
Full time Monday to Friday, 37.5 hours a week

We are seeking to recruit a B2B experienced Customer Service Executive in a new position to join the growing Customer Operations department.

WHAT YOU’LL BE DOING:

We have an amazing Customer Operations team who provide first-class customer service to all our B2B customers and third-party stakeholders across all the front and back-office activities they complete.

In this role you will be the main point of contact for B2B I&C customers or their appointed TPIs, responsible for coordinating with all areas of the business, in order to provide a first-class level of customer service. There will also be the requirement to handle a high volume of customer inbound and outbound emails from customers and TPI’s. Previous experience of this type of B2B customer service experience is also essential.

You will be responsible for managing your allocated customer’s queries as well as proactively providing a variety of bespoke customer reports on a regular basis.

This role will be a customer facing position who will regularly meet with the designated contacts at both customers and TPI’s to represent Bryt Energy and ensure the high standards of service stakeholders of this nature expect from their energy supplier are always delivered.

We are looking for someone who can prioritise their workload, work effectively across the business to resolve any customer issues, take full ownership for customer queries through to resolution and seek to maintain the company’s excellent level of customer service.

YOU’LL BE RESPONSIBLE FOR:

  • Working within the Customer Operations team primarily responsible for providing front office customer service activities to the B2B customers supplied by Bryt Energy. An awareness of core items such as flex products and billing, group bills, sales, pricing and TPI management is essential.
  • Working closely with the Mid-Market Sales Account Management team to deliver a combined approach for an outstanding overall customer experience. Providing feedback to the relevant stakeholders for any accounts which you are responsible for.
  • Taking ownership of queries and ensuring they are documented accurately on our Query Management System so that they are worked in a timely and efficient manner. Ensuring that all parties are kept up to date on query developments on a regular basis as well as providing monthly query reports to be discussed in regular query review meetings.
  • Attending/leading regular review meetings with Customers and/or TPIs, alongside the Mid-Market Sales Account Management team.
  • Proactively creating, updating and sending a variety of bespoke customer reports on a regular basis, such as registrations/objections reports, unbilled reports, COT status reports, volume reports.
  • Working collaboratively with other teams to assist them with tasks relating to your allocated accounts, such as debt chasing, Smart meter installations and obtaining contacts for site visits.
  • Issuing customer and TPI feedback reports to obtain independent feedback which can be used to highlight any areas of improvement in order to ensure that we continue to achieve high levels of customer/TPI satisfaction.
  • Supporting customers with the sign up to systems and products which will help deliver them additional value and energy usage insight.
  • Supporting the development of new portal requirements by feeding in customer/TPI requirements and work with Customers to roll out the portal through structured implementation plans.
  • Working alongside management and colleagues to identify efficiencies within the role which can deliver business value, or increased customer satisfaction.
  • Achieving company targeted renewal rates by ensuring a first-class level of customer service is delivered at all times throughout the customer journey.

THE IDEAL CANDIDATE:

What you’ll bring to the team:

  • Passionate about customer service and putting the customer at the heart of everything you do. Able to work with stakeholders across the business and effectively with our customers to resolve any queries in an accurate, timely, professional, and compliant manner.
  • Working within the customer services team you will be able to collaboratively achieve daily, weekly, and monthly targets.
  • You will have a flexible hands-on approach with high personal integrity and comfortable working to targets with the minimum of supervision.
  • You will be a confident and clear communicator both internally within the company and with external customers and other stakeholders. Have the ability to challenge in an effective manner so as to maintain relationships but also comfortable voicing concerns as well as suggestions for improvement.
  • A passion for delivering a first-class level of B2B customer service in both front and back-office activities.
  • The drive and desire to continue to make Bryt Energy the best UK business electricity supplier for our customers and the people who work within it.
  • Experience of effective customer service relationship management with I&C customers and their TPIs.

 

Education and Training:

  • Previous B2B I&C customer service experience is a mandatory requirement.
  • Experience of relationship management with internal and external customers and associated TPI’s.
  • Experience of working in the UK electricity supply industry.
  • A comprehensive knowledge of Flexible energy supply products, such as baseload/shape, cash out and index is desirable but not essential.

 

Abilities and Skills:

  • Detailed knowledge of the end-to-end B2B customer journey from onboarding through to Billing.
  • Flexible hands-on and structured approach, and with high personal integrity.
  • Enjoys taking ownership and being accountable for their own work. Can self-manage where required and therefore can prioritise work effectively and work to strict deadlines.
  • Have a passion for the delivery of high-quality customer service throughout the customer journey. Be able to identify process improvements which can provide Bryt Energy customers with an enhanced customer experience.
  • A team player who can work effectively within their immediate team and across the wider business to deliver results.
  • Exceptional communication skills.
  • Effective time management and organisational skills are essential in this role.
  • Competent working with Microsoft Excel spreadsheets to an intermediate level. The candidate will be responsible for producing various reports for the strategic customers which they are responsible for.

THINK YOU’VE GOT WHAT IT TAKES?

Contact us at careers@brytenergy.co.uk.

Metering & Settlement Analyst

THE ROLE:

Location:
Birmingham, we operate a Hybrid working policy and employees are required to be in the Birmingham office a minimum of 1 day per week.
Hours:
37.5 per week, Monday to Friday.

We are looking for an ambitious and proactive Metering & Settlement Analyst to join our fast-growing company. As a Metering & Settlement Analyst you will be the first point of contact for any Metering-related enquiries, which could include processes such as Registrations, New Connections, Smart and Non-Smart metering related activities and settlement processes.

The role will cover all Non-Half hourly and Half hourly meter types, including AMR and Smart metering related tasks, so a strong working knowledge of core metering processes is essential. The ideal person will have excellent communication skills, experience in metering operational processes and a comprehensive understanding of the ‘end to end’ supplier processes involved.

Experience in general industry-related activities is required with a comprehensive working knowledge of flows and processes related to metering, registrations, settlement activities and new connections. Experience in all these activities is not essential as training can be provided, but a good general awareness of processes in some of these areas is desirable.

 

KEY RESPONSIBILITIES:

  • Monitoring and resolution of all metering and settlement queries.
  • Management and identification of P272 upgrades from SSD to completion.
  • Compilation of different regulatory reports including metering GSOP reports.
  • Ensuring all industry flows are sent and received in accordance to regulatory SLA’s.
  • Managing relevant SDEP process activities.
  • Building effective internal and external relationships to achieve settlement and metering targets.
  • Working with Managed Service team to ensure cross functional process optimisation of core industry processes.
  • Proactively identifying and implementing process improvements.
  • Maintaining appropriate records of all internal & external metering activities.
  • Working with stake holders to identify, report and manage theft of electricity.

THE IDEAL CANDIDATE:

What you’ll bring to the team:

  • Passionate about customer service and putting the customer at the heart of everything you do. Able to work with stakeholders across the business and effectively with our customers to resolve any queries in an accurate, timely, professional, and compliant manner.
  • Working within the metering and settlements team you will be able to collaboratively achieve daily, weekly, and monthly targets.
  • You will have a flexible hands-on approach with high personal integrity and be comfortable working to targets with the minimum of supervision.
  • You will be a confident and clear communicator both internally within the company and with external customers and other stakeholders. Have the ability to challenge in an effective manner so as to maintain relationships but also comfortable voicing concerns as well as suggestions for improvement.

Education and training:

  • Experience within the metering industry and a good understanding of the different metering solutions used.
  • Experience in a technical metering environment.
  • Excellent communication and interpersonal skills.
  • Good numerical and IT skills.
  • Comfortable in presenting reports, compiling data and working with Excel to achieve our regulatory reporting requirements.
  • Must be happy to undertake Security Screening to BS5758 level.

Abilities and skills:

  • Ability to work on own initiative with good organisational skills.
  • Understanding of MOP/MAP functions and confident in tracking and resolving issues.
  • Experience of performance managing third parties MOP, DCDA and DNO’s as well as confident to escalate cases or issues directly with them.
  • Working internally with Sales and externally with Managed Service providers to deliver a streamlined registrations process, including new connection management.
  • A good level of understanding of the Supplier settlement process and the various NHH & HH settlement runs. Be able to optimise read management performance.
  • A working knowledge of industry data flows for both metering and settlement activities.
  • Responsible for analysis of eligible customer sites for smart meter installations. Working across the Metering & Settlements team to achieve the companies annual Smart installation target.

THINK YOU’VE GOT WHAT IT TAKES?

Contact us at careers@brytenergy.co.uk.