About us
Established in 2005, we’re a leading, nationwide, utilities infrastructure business, providing:
innovative metering and data services
future-proofed network construction and ownership solutions
low carbon service offerings.
We partner with major energy suppliers and utility constructors to deliver our services to the UK's most prestigious brands and public sector institutions.
We’re committed to inclusivity and welcome applicants from all walks of life who are legally eligible to work in the UK.
Working with us you will benefit from
A key strand to our corporate mission is to provide colleagues with high levels of job satisfaction, recognition, and personal development opportunity.
Competitive compensation package - you’ll receive a competitive salary starting of £25.5k, plus the opportunity to receive an annual performance based bonus.
Work life balance – you’ll benefit from 30 days holiday, which increases each year to a maximum of 35 days.
Critical injury scheme – we take safety at work very seriously. There are high levels of risk mitigation in place to keep everyone safe and we take pride in the fact our safety statistics are excellent. However, you can rest assured in the event a serious injury occurred, you’ll receive support and financial assistance.
Down to earth and welcoming culture – you’ll be part of a friendly, welcoming, and diverse team who are really looking forward to receiving the next intake of new starts.
Future career opportunity – as we’re a large organisation covering end-to-end, meter-to-main solutions – there’s lots of opportunity to grow and progress your future utilities career further.
Long-term, stable industry – this is a permanent role and you’ll be part of an innovative, financially robust organisation, with ambitious growth plans in one of Britain’s core industries
What does the role involve?
Often the main Energy Assets point of contact with customers, either suppliers / directly contracted or individual clients, setting appropriate customer expectations and representing the company professionally and knowledgably at all times
Communicate clearly with customers (both internal and external) to ensure resolution of problems and proactively respond to unexpected customer requirements and requests
Manage customer issues in the best interests of the company, on occasion being able to make tough calls and manage dissatisfied customers in an honest and confident manner in order to reach a resolution Escalate concerns or issues as appropriate using internal protocol
Manage direct customer contract requests individually to completion of project
Coordinate with internal stakeholders to track project status, costs and highlight potential issues and/or opportunities in line with customer needs and expectations
Monitor customer/supplier requirements in accordance with service level agreements, including effective cost recovery, and escalating any causes for concern
Prepare and provide daily/weekly/monthly reports to supplier and directly contracted customers, raising and discussing any potential issues and keeping management appraised on account activity
Providing administrative support to Customer/Sales/Account managers to process new business requests and the contract renewal process, ensuring all signed off committed contracts are processed in a timely manner
Accurately log and deal with enquires ensuring that all queries and requests are dealt with promptly giving the customer a single point of contact
Work with both EA sales and operational teams to resolve issues and keep relevant stakeholders up to date
Update our internal and customer facing systems to track notes, issues, project progress and account activity to ensure first-class customer service and an efficient workflow across teams
Expert knowledge of products within the EA group and the ability to identify appropriate equipment to drive efficiency for the customer and the EA group
Proactively challenge and change current ways of working with continuous improvement, efficiency and the customer journey in mind
Attend internal and external meetings and effectively contribute to strategy and policy making decisions where required
Be aware of, and comply with, the Company’s quality management system; including quality policies, main aspects, impacts and procedures
Attend training courses as required by the Company to ensure your level of competency is maintained
Be aware of, comply and maintain awareness of, the company’s Environmental, H&S and Quality Management systems; including policy, procedures, working practices and individual responsibilities
Take responsibility for both your own safety, and the safety of others and ensure the accurate reporting of any work-related accidents, dangerous occurrences, ill health or near miss incidents in line with policy
Play an active part in the team, promoting a positive working culture and effective working practices, representing the company in a professional manner in line with our core values
Who we're looking for
Previous experience of a customer services environment is desirable
Strong and confident communication skills including phone, email and face to face
Ability to problem solve and take responsibility for resolving issues
Attention to detail and a pride in providing a quality service
Ability to take responsibility for own work in a high volume and often pressurised environment with conflicting priorities
Ability to identify areas for improvement and raise as appropriate
Ability to work together as a team and collaboratively across the organisation
Work respectfully and inclusively with colleagues and customers
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