Energy Codes - Support Coordinator
Energy Codes - Support Coordinator
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Job Description
The Role
The role sits within Gemservs Future Markets function as part of the Stakeholder Engagement team. Youll be supporting the delivery of excellent customer service across multiple energy codes by engaging with a wide range of stakeholders including Code Parties Non-Party Users and Consumers across various business types.
Youll handle first-line enquiries via online forms live chat email and phone ensuring timely high-quality responses in line with SLAs while maintaining accurate CRM records. Youll also lead introductory meetings for new market participants and clearly explain processes and obligations tailored to each stakeholders role and experience ensuring a smooth and well-supported onboarding experience.
Beyond day-to-day support the team contributes to service improvement initiatives manages feedback and curates supporting code documentation. Youll collaborate across Code Manager teams to share insights and ensure a unified service approach.
The ideal candidate will have a good working knowledge of the UK Energy market and experience in delivering exceptional customer service either in a contact centre or an office environment.
Responsibilities
- Lead by example in responding to Service Desk enquiries with accuracy ensuring adherence to SLAs and fostering trust among stakeholders.
- Ensure the team meets its service levels by working to and taking ownership of deadlines.
- Lead weekly Service Desk meetings strengthen partnerships within Energy Code teams by using knowledge transfer to enhance accuracy and consistency in stakeholder support. Lead on meeting actions where required.
- Develop and maintain strong collaborative working relationships with other Code Manager teams and Service Providers.
- Drive efficiency by identifying and leading on opportunities for continuous improvement across the Code Manager championing best practices alongside the wider team.
- Identify patterns in enquiries to facilitate drafting and reviewing internal or external documentation including guidance communications and website content to ensure accuracy consistency and quality.
- Build an understanding of the relevant Energy Codes their products and the impacts of these on industry stakeholders and consumers feeding this back to the wider team where necessary.
- Maintain a calm and professional approach to consumer calls leveraging vulnerable consumer training to ensure you direct consumers to the appropriate route for resolution.
- Deputise for the Service Desk Manager as required. Manage internal CRM questions or code support while positively promoting the efficiencies of the Service Desk. Take responsibility for CRM areas of concern or errors liaise with our system provider to reach a resolution test and implement fixes when required.
- Take ownership of various Stakeholder Engagement reporting highlighting valuable insights into the previous month.
- Take responsibility for CRM data integrity by maintaining accurate records collaborating with Stakeholder Engagement teams and overseeing mailbox operations.
- Manage the incoming applications ensuring the requests are recorded and processed in line with SLAs.
- Hold individual onboarding meetings between all new Parties to introduce the Code the Code Manager and the process within it.
- Work with other Code Manager teams to support the onboarding of/changes to Parties access to services such as the REC Portal Enquiry Services and Central Switching Service
- Support the development of business requirements and solutions for standard and non-standard stakeholder data requests.
- Proactively support on Stakeholder Engagement team projects and changes using independent judgment to manage workload while aligning with SLAs.
Competitive salary Range plus an excellent benefits package
Qualifications :
Requirements
- Experience of working on a service desk either in a contact centre or office environment taking ownership of processes through multiple channels
- Experience of working and communicating with a variety of stakeholders interpreting complex business processes and onboarding new procedures and ways of working.
- Experience in delivering exceptional customer service to agreed performance indicators
- Experience of diagnosing issues diagnosing potential paths to resolution and leading or collaborating towards a resolution.
- Experience of working collaboratively across a diverse team to deliver exceptional service.
- Demonstratable experience of working across multiple and possibly contradicting objectives to drive innovative solutions.
- Proficient in using digital systems and tools such as CRM platforms to support efficient workflows and data management.
Required Skillset
- Ability to understand and work with differing stakeholder needs and how to put Parties and Consumers at the heart of the service.
- Excellent communication skills both written and verbal able to understand and articulate complex issues to technical and non-technical audiences
- The ability to use initiative lead on multiple workloads via different workstreams with varying SLAs while staying calm under pressure.
- A keen eye for detail and delivering to the highest standard of quality for themselves and others.
- Be ambitious creative and innovative learn lessons from their work share expertise and continuously learn.
- Passionate about delivering an exceptional service and positive outcomes for the market and consumers putting consumer outcomes at the heart of what you do.
- Being a team player approachable and working collaboratively towards a shared vision for the future.
- Ability to use initiative identify improvements for systems and processes provide feedback and lead on as required.
Upon employment employees should also have a sound awareness of the Companys Information Quality Environmental and Energy Management Systems.
Additional Information :
WHAT WE OFFER
25 days annual leave plus bank holidays
Reward and recognition schemes
Flexible working
Private Bupa healthcare
Life Assurance (up to 4 times annual salary)
Matched pension contributions
Season Ticket Loan
Cycle to work scheme
Buy and Sell annual leave
Reimbursement of eye test and up to 50 towards glasses or contacts
Corporate gym rates
Employee Assistance Programme
Summer and Christmas parties along with monthly @Social77
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
