Customer Service Executive

nPower Business Solutions (nBS) is the E.ON UK Industrial and Commercial (I&C) pillar and a market leader in the B2B energy retail sector. I&C is a £7 billion revenue business serving c20,000 customers and approximately 200,000 meter points with a view to becoming the number one B2B energy supplier in the UK.

We have an exciting opportunity for a Customer Service Executive to join our team on a 9-month fixed-term contract basis. For this role you provide market leading customer service and account management to corporate customers. This role offers a great opportunity to work with various teams including billing, pricing and metering, as well as an opportunity to build knowledge within the energy industry. You will be the main point of contact for customers and provide updates including account issues. This role offers the hybrid working approach, where you will be working in the office (Solihull) 2 days per week.

Key responsibilities

* Raise and track account demands and all subsequent tickets.

* Monitor ticket statuses for corresponding queries, proactively communicating progress back to the customer.

* Utilise the stakeholder network to escalate and triage issues across the I&C business.

* Manipulate automated reports to provide a customer centric view.

* Monitor adherence to Query SLA Reporting.

* Ensure customers’ accounts run smoothly by triaging any issues or escalations, taking accountability for any ad-hoc hyper care issues.

* Management of query resolution within contractual requirements.

* Carrying out data analysis to identify root causes, identify and implement solutions to improve data quality.

What we need from you

* Customer service experience.

* Account Management experience within B2B and/or the energy industry.

* Good stakeholder management skills.

* Excellent organisation and communication skills.

* Sound commercial acumen with the ability to work in a fast-paced industry.

* Experience of working to deadlines, SLA’s and KPI’s.

It would be great if you had

* Experience in managing Industrial & Commercial relationships.

Here’s what you need to know

* Our market-leading benefits package includes 26 days holiday + bank holidays, a generous pension scheme, life cover, bonus and the chance to choose from 20 flexible benefits with tax and/or NI savings. In fact, our benefits package recently won the Personnel Today Reward, Recognition and Benefits Award 2022! As the only energy company to feature in The Inclusive Top 50 UK Employers (our current ranking is 8th) we’ve proven that we’re committed to equal opportunities and actively promote a diverse and inclusive working environment, and fairness for everyone.

* We realise the best people bring their energy at different times, so we’re happy to talk flexible working and offer a range of flexible working options, including full time, part time and job share.

* As a Disability Confident Employer we interview every disabled applicant who meet the minimum criteria for the role.

* We’ve exciting opportunities for everyone to develop their talent at E.ON. Our open access, inclusive talent networks provide networking, learning and development for all, building your skills, qualifications, and capabilities throughout your career