Energy Specialist (Job Ref: Otm_015_Jk)

About Outfox the Market:

Outfox The Market is a midlands-based family run business created in 2017 with over 100,000 customers in the UK. We are a trusted energy supplier providing electricity and natural gas to homes in the UK and we have helped customers make savings by offering fair value for their energy and helping them to reduce their carbon footprint.

Outfox the Market has been rated 4.5 out of 5 based on 35,394 reviews. In December 2020, we were placed in Citizens Advices top 3 energy suppliers. Simply Switch said the following about us:

The best energy supplier for 2021 as rated by customers is Outfox the Market. The small energy supplier, one of the cheapest on the market, received five stars for both bill accuracy and value for money. It was the only supplier to receive five stars in two categories".

Our customers are our priority, and it all starts with our staff. We value customer-centricity, integrity, and innovation. We are a team that is excited to be building a brand and delivering innovative solutions and creating value for our customers.

We are invested in our people.

Summary:

Are you someone who can get going quickly?

Are you interested in learning new things?

Are you comfortable working in a changing environment?

If the answer to those questions is yes, Team OTM is for YOU!
Were committed to making the energy industry a more diverse and inclusive place, and were working hard to lead by example. Were looking for people who genuinely care about helping others, who are passionate about providing a world-class customer experience. Our company values are entwined into everything we do, so we want you to feel strongly aligned and committed to bringing them to life. Were looking for people who want to invest in this role and in OTM. In return, we will invest in you.

To be successful in this role, youll need to genuinely care about helping others and have a can-do attitude. Youll need a proactive nature to think outside the box and find the right outcome for your customer, liaising with other departments to ensure customer queries are resolved within a timely manner. Youll need a team-oriented attitude, working with a close-knit team to achieve customer satisfaction every time.

Key responsibilities:

• You will help OTM customers with a wide variety of queries, resolve simple queries efficiently and take the time to investigate and resolve more complex ones.
• You will provide support to all customers, ensuring that any additional support required by vulnerable customers is taken into account.
• You will support OTM customers over the phone for the most part, but youll also use email and online chat.
• You will work in a fast-paced environment, always striving to provide the best experience for our customers.
• As your experience grows, youll take on more responsibility within your team to ensure that all customer enquiries are satisfactorily managed, resolved and closed within agreed timescale, via email, phone, webchat, or letter.
• You will be required to support financially vulnerable customers with conversations around their ability to pay.
• You will promote effective communication throughout all levels of the Customer Services function.
• You will effectively manage customer requests and queries, using the CRM system to record all communication.
• You will liaise with other departments efficiently and as required, showing initiative.
• You will be tech-savvy, think outside the box and always look for efficiencies in everything you do.
• Whats key for us is that you have an awesome attitude - a caring, friendly, trustworthy, honest team player, who wants to actively contribute to building a fantastic, caring, and inclusive culture for all.

Skills and experience required:

• You work well with structure in your day.
• Experience of working in call centre.
• Customer centricity and strong business acumen.
• Youre motivated by hitting and exceeding targets.
• You care deeply about how companies treat their customers.
• You can thrive in a fast-paced, changing, scale-up environment, where no two days are the same!
• You will be cool and calm under pressure while being able to make decisions in a pressured evolving environment.
• Youre resilient and you cope well with difficult situations.
• You have excellent communication and writing skills.
• You can think on your feet and use your initiative in ambiguous situations.
• Youre comfortable with numbers and learning new technology.
• Youre reliable, energetic and able to prioritise effectively.
• You see obstacles as challenges, and you enjoy complex problem solving.
• You relish the idea of self-learning and personal development.

This employment package:

Salary: £23,800 - £26,000 DOE

To be offered a package at the higher end of the salary range, you would need to be proficient in energy retail, being able to handle customer queries by phone, email, live chat, and social media. You would need to be able to handle complaint escalations from your fellow team members, as well as coaching them to deliver the best outcomes for their customers, providing reporting on support provided.

Term: Full Time and Permanent

Hours: 8-hour shifts, Monday to Friday from 8:30am to 5pm & every alternate Saturday 9am to 2pm

Location: Leicester, Leicestershire, UK

Benefits: Casual dress, company events, subsidised parking

Useful links:

Outfox the Market Co Website: www.outfoxthemarket.co.uk

About the Company: www.outfoxthemarket.co.uk/about/