Operations Specialist

• Values-driven culture - we’re really proud of our culture
• Personalised Learning and Development Budget
• Hybrid working hours - Each team has their own Smart Working Charter that empowers you to do your work in the best way you can
• 25 Holiday Days + your local bank holidays
• 1 Birthday day - it only happens once a year!
• 3 So Giving Days - spend these days giving back to your chosen cause
• Religious Celebrations Leave
• Mental Healthcare - Unlimited sessions with Unmind
• Enhanced Family Leave

So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 350,000 customers and over 450 Energists (what we call our people). But we’re not done. We’re on the road to a net zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer-centric, tech-led, and passionate about sustainability.

We want to do the best we can for our customers, each other, and our planet, so we’ve created a workplace that's encouraging, supportive, and offers the opportunity for growth. As a company, we live by six core values that guide everything we do:

• Clear
• Honest
• Ambitious
• Inquisitive
• Caring
• Sustainable

Reporting into our Operations Team Leaders, Operations Specialists are key members of the Billing & Settlements team. Split into three main areas- Onboarding, Billing, and Industry Performance, you will support with problem resolution, data management, trade processes, and process improvement. This person will work closely with Customer Operations to ensure integrity of our internal systems. We’ll rely on you to listen to our customers and use your expertise, creativity, and passion to meet their needs — and remind them that behind our great products are amazing people, ensuring that we continue to deliver our 5* rated customer service.

• Meet individual targets for Productivity, Quality and Speed (SLA’s)
• Become an expert in all the processes and tasks the team is responsible for
• Learn the core processes of the other operational teams as required
• First point of contact for escalations from the Customer Care teams and manage through to resolution
• Be the point of contact for industry partners and own end-to-end resolution of raised issues
• Proactively identify issues and problems before they arise and resolve, or escalate them, before they have a negative impact on our customers
• Collaborate with the team to ensure the team is successful and hit targets & SLA’s
• Play an active part in the team Buzz sessions
• Assist with Department initiatives and improvements where required
• Actively engage with your line manager to constantly seek improvement in working processes and practices

• You are someone who thrives in a fast-paced environment
• You work well both within a team and independently
• Excellent interpersonal and communication skills are key; both when interacting with our customers, as well as with fellow team members
• Strong analytical skills and able to work with data
• You are able to prioritise your workload and be flexible to adapt to changing departmental needs
• You have energy industry knowledge (desirable)