Operations Specialist

We are still hiring and onboarding new starters despite all of us working from home due to the UK lockdown. We will provide the equipment needed for any new starter who joins us whilst we are working remotely.

We are changing things. We are So Energy, a fast-growing 100% renewable energy supplier in the UK. We're the leading energy supplier for customer service. We've won a host of awards too; in each quarter since 2017 we've been recognised by Citizens Advice as a top ranked supplier out of a total of 50. We've also won the 2020 Moneyfacts Energy Provider of the Year award and been recognised as a Which? recommended energy supplier for 2020. Now we're looking for people to join our growing team and support our customer base which has tripled in the last 7 months.

Who we are looking for?

The Operations Specialist is a key member of the Operations Team supporting data management, client reporting, trade processes, and problem resolution. This person will work closely with Customer Operations to ensure integrity of the data 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.

An ideal candidate is someone who thrives in a fast-paced environment, works well within a team and passionate about what they do. Excellent interpersonal and communication skills are key; both when interacting with our customers, as well as with fellow team members. We are looking for a person that will also have strong analytical skills, able to work with data.

At So Energy, our employees are just as important to us as our customers. We will provide training and support your development throughout your career. We want our Operation Specialists to be leading the teams in the future as we both grow together and is looking to take on a new challenge.

This role will be working from home two days a week. The other 3 days will be from our office in Chiswick. In order to successfully work from home, any candidate for this role will need to have:

(a) A safe, private and distraction free environment from which to work in the UK;

(b) A strong internet connection with a minimum download speed of 10mbps and an upload speed of 3 mbps;

(c) A smartphone

During Covid-19 restrictions, all our employees are able to work from home

Requirements

What you'll be doing

• Effectively managing a workload of tickets that monitor the progress of problem resolution on specific customer accounts.
• Effectively managing the relationship with our customer base, also by answering inbound contact within the previously defined SLA's.
• Contributing to a “one contact resolution”, by reducing the need for customer contact through effective management of customer accounts.
• Maintain systems by researching and resolving problems, maintaining system integrity and security.
• Maintain quality service by establishing and enforcing organisation standards.
• Prepare reports by collecting, analysing, and summarising information.
• Participate to the team’s effort, by accomplishing related results as needed.
• Actively engage with a Continuous Improvement framework to constantly seek improvement in working processes and practices.

Benefits

What's in it for you?

• Competitive salary
• 25 days holiday, plus bank holidays, and an extra day holiday for your birthday
• Ongoing support and development
• Free daily breakfast
• Last Friday of each month nibbles and drinks in the office
• Cycle to work scheme
• Perkbox
• Excellent transport links
• Great reward and recognition
• Exposure to all parts of a growing business
• Pension matching as part of auto-enrolment pension scheme
• At So Energy, our employees are just as important to us as our customers. We will provide training and support your development throughout your career

So Energy care about helping the energy industry become a much more diverse and inclusive environment and we work hard to lead by example. We are committed to Equal Employment Opportunity and building an inclusive environment for all

If you are interested in finding out more please apply making sure to complete all the questions to the best of your ability and attached an up to date version of your CV.

Good luck!