Utilities Migration Expert - #1779942

We’re looking for an experienced Energy Services Advisor to join our Utility Migrations team and help resolve complex customer account queries before migrating the customer to our new partner.

You’ll use your excellent customer service skills to build relationship with both our customers and our partner, guiding our customers on a range of issues including billing, change of tenancy, meter reads, collections, settlement and usage disputes.

What We Want You To Do

• Review customer accounts to identify the root cause of complex issues and work with the customer to resolve these.
• Resolve escalated customer complaints from our energy customers, finding a resolution that balances customer expectations against commercial interests.
• Identify and process customers that are going through a change of tenancy, ensuring new customers are effectively onboarding.
• Guide and educate our customers in financial difficulty, taking payments or agreeing a payment plan to resolve any outstanding debt.
• Complete all reports, system and CRM updates in a timely and accurate manner, exceeding expectations in quality.
• Perform all activity within regulatory standards, GDPR and company processes, policies and procedures.
  
  

What you need to have already done to be right for this role

• Previous experience in a phone based customer service role, supporting customers with their energy services.
• An in-depth understanding of customer care processes, including customer billing, collections and preferably change of tenancy.
• A good understanding of regulatory requirements impacting the provision of energy services.
• Previous experience of working with and supporting external partners, preferred.
• Excellent written and verbal communications skills, with an ability to adapt communication styles to customers.
• High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for the accuracy of your own work.
• A professional, friendly and helpful demeanour, with the desire to create great working relationships with both colleagues and customers.
• Ability to work on own and part of a team remaining calm under pressure in a fast-paced environment.
  
  

In return for your hard work, you’ll get

It takes all kinds of people to make Clear Business the success that we are, and we’ve got a range of benefits to make sure everyone is happy.

• Up to 10% performance related bonus per annum
• 25 days of annual leave, rising to 28 days with length of service.
• Enjoy your birthday off every year.
• Ability to purchase up to 10 additional holidays and sell up to 5 days per year.
• Continuous learning and development with access to LinkedIn Learning.
• Generous discounts at numerous high street and online retailers.
• Onsite barista, and on-site beer/prosecco taps for post-work drinks, quiz nights, and social gatherings.
• Comprehensive well-being support, including round-the-clock access to a GP, mental health assistance, fitness programs, and complimentary legal and financial advice.
• Paid volunteering day as part of our charity fundraising and volunteering activities.
• Cycle to work and travel loans for people wanting a greener commute.
• Pension contributions and life assurance coverage.
  
  

Location: Based in our brand new Glasgow office in the heart of the city

Hours: Full time 37.5 hours per week, Monday to Friday, no evenings, weekends or bank holidays

Hybrid working model: The choice to work remotely for three days

Our Story

Clear Business was established with the goal of simplifying our customers' lives and making our colleagues' experiences more rewarding. As one of the top providers for small businesses in the UK, we offer a truly distinctive service by providing all essential services in one place: Phone, Broadband, Mobile, Water, Gas, Green Electricity, Payment Services, and Insurance.

For more than two decades, our growth journey has been marked by various accolades, such as Investors in People, The Northern Contact Centre Awards 2023, and Learning at Work Week Awards 2023. Our latest achievement was receiving the 'One to Watch' award from Best Companies.

What Happens Next

If you’re looking for a fresh opportunity with great benefits at an award-winning company, then Clear Business is the place for you. To be part of our continued success click ‘Apply’ today to take the next step in your career.

Across Clear Business, we’re passionate about creating an inclusive team and celebrating our diversity. We want talented people with great skills and matching values to join our teams.

All successful candidates will be subject to pre-employment checks.

Please note that this vacancy may close early if we receive a sufficient number of suitable applications; however, we may retain your application on file for future opportunities.