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Customer Experience Maker - Shell Energy

Customer Experience Maker - Shell Energy
Kraków
NR REF.: 1155063

For our Client – Shell Energy Retail, we are looking for Customer Experience Makers.

Environment:
Do you care about clean energy and positively impacting climate change?
Do you want to be a part of changing our future tomorrow?
If so, be a part of a company who can influence this. Shell energy sells 100% clean, renewable electricity, broadband, gas and smart home technology to British homes, working closely with companies to to support the energy transition to a cleaner future.

Our Values:
WE CARE about the planet, We CARE about our people and our customers
WE DELIVER our promises - to our customers and to our people
WE EMBRACE differences: you will find your place with us, no matter what are your beliefs and background - we respect our people
WE EVOLVE: we change with the world and we keep up with it’s pace , we want to lead the path to a sustainable development of clean energy for all the households.

Growth:
Growing every month starting with a small team of 15 pioneer employees in Poland in 2018, we now have a centre of 300 people.
We develop every day, and we are committed to be the most customer focused energy provider in the UK. Our colleagues are given dedicated training and coaching at the beginning and throughout their career with Shell Energy with regular opportunities to move within the business.

Your part in our journey:
Your role will be to provide our customers with a first class, friendly and professional service. Motivated by meeting and exceeding performance targets, a ‘right first time’ approach will help you to resolve various queries, ranging from ensuring new customers have a smooth transition from their previous provider to Shell Energy, to assisting them with any issues relating to their account, such as billing and meter reading queries. Encouraging customers to talk through the options best suited to their needs, we aim to retain their custom by sharing our knowledge.

Your part in the team:
  • Consistently demonstrating excellent customer service, through effective inbound/outbound call handling and query resolution
  • Sharing your knowledge and skills to handle customer queries and provide clear explanations and solutions
  • Keeping up-to-date and accurate records of customer contact to ensure commitment to any follow up required and smooth liaison with internal departments for timely resolutions
  • Additional administration related to customer contacts
  • Where issues take time to resolve, taking ownership of the issue and contacting the customer as needed to ensure they stay informed about progress in order to actively prevent issues being escalated further
  • Working in a positive and co-operative manner with colleagues in other Departments and Teams to solve customer issues and champion the needs of the customer
  • Ensuring customers are comfortable and have a full understanding of the various processes which can feel complex and uncertain for them, such as joining from another supplier
  • Making outbound contact with customers to proactively notify them of issues that may affect their account, before the customer becomes aware of the issue, in order to ensure a solution is in progress/achieved before the customer needs to call in to notify us of the issue themselves
  • Responsible for consistently meeting or exceeding personal quality and service targets and KPIs
  • As you build your skills and knowledge, support colleagues with complex enquiries and suggest improvements to processes, systems etc
  • Taking ownership for driving your own performance forward. Ensuring that you have a clear personal development plan in place with your manager and taking advantage of regular coaching sessions to improve personal results and your service to our customers
  • Demonstrating your ability to work effectively as part of a Team, showing respect for others opinions alongside evidencing that you can positively influence your fellow Team members to take on new ideas, changes and best practices

 What you’ll need to help you make the best of the role:
  • Excellent communication skills – both verbal and written – enabling you to build a strong rapport with our customers
  • Technical mindset in order to learn and apply fixes to accounts improving the customer’s experience
  • Demonstrated experience excelling in a customer service position, either telephone-based or face to face
  • Confidence to manage own workload and any issues professionally and calmly
  • Comfortable working in a target-driven and fast-changing environment, and able to respond to changing business needs
  • Be a fast learner, PC-literate and able to demonstrate excellent attention to detail, along with comfort with numerical calculations (required for manual bill calculations)
  • Confident with New technology

  Benefits:
  • Great culture, structure, atmosphere and brand
  • Modern offices in great central location
  • Development opportunities - Progression, internal training, internal digital learning suite - competitive salary and benefits
  • Hybrid working - split of home and office based work
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