Stroud – Office based
The start date for this role is Monday 3rd August 2026 and assessment centres will take place on the week commencing 15th and 22nd June 2026 in Stroud.
36.5 hours per week: Shift work between Monday to Friday 8:30 am to 7:30 pm, some Saturday and Sundays 9 am-5 pm and some bank holidays 9 am-5 pm.
As a skilled Customer Service Agent, your mission is to provide exceptional service to every customer via our omni‑channel including telephony, email and admin tasks.
You will be taking ownership of customer queries to offer first‑contact resolution where possible, for queries regarding a variety of areas, including billing, pay‑as‑you‑go, and home move operations.
Core Responsibilities
- Take full responsibility for all customers you deal with, delivering end‑to‑end customer service.
- Act as the primary point of contact for customers through multi‑channels such as telephone, email, app and live chat.
- Manage and adhere to service level and resolution targets for customers and contacts.
- Engage with other areas of the business to ensure customer requests are completed in a timely manner.
- Ensure our customer accounts are correct and all requests are completed accurately and first time to enable precise billing for our customers.
- Take ownership of customer complaints, prioritise and complete to the customer’s satisfaction and within agreed time scales.
- Take ownership to drive down our unbilled accounts (failed and draft bills).
- Process a home move in or a move out, ensuring an accurate final bill is produced and any credits refunded.
- Educate, coach and influence customers on best practice for domestic energy use.
- Comply with all DPA and GDPR guidelines.
- Any other ad‑hoc duties as requested by Leadership & Management.
Essential Skills
- Existing customer service experience will be advantageous.
- Enthusiastic, proactive and comfortable in taking the lead across cross‑functional departments at all levels.
- Curious and enjoys problem solving using proven methodologies and learning new ways to identify and manage improvements.
- Strong interpersonal skills with the ability to communicate effectively and influence people at all levels to solve complex problems across multiple areas.
- Highly motivated, with the ability to work on own initiative and deliver to tight deadlines.
- Passionate about what they do and about making a difference.
Benefits
- Healthcare plan, life assurance and generous pension contribution.
- Volunteering Day.
- Hybrid Working.
- Various company discounts (including shops, gyms, days out and events).
- Holiday of 25 days (plus bank holidays) & ability to buy/sell days.
- Cycle to work scheme, car‑pooling and onsite parking available.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.
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