Customer Advisor - Revenue Protection

Ranked as one of Ireland’s best workplaces, by Great Place to Work for 4 years, we offer ambitious candidates a fast-paced and challenging work environment, with the opportunity to grow your career. With almost 400 employees and growing, PrepayPower is the market leader for Pay as You Go Electricity, Gas, and Broadband in Ireland.

The Role

We are looking for a target-driven Customer Advisor to work within our Revenue Protection Team. The purpose of the role is to ensure that customers are charged correctly, accounts are monitored to ensure they are performing, and underperforming accounts are identified and managed effectively. The ideal candidate will have strong experience in a phone-based customer service or contact center role.

This role requires excellent attention to detail and exceptional communicational skills while focusing on delivering the best outcome for our customers.

Key Responsibilities

• Handling inbound and outbound calls to customers in relation to Revenue Protection activity.
• Ensuring all customer queries are dealt with efficiently and in a timely manner.
• Assuming ownership of customer issues and seeking a first call resolution or in as short a time as possible.
• Negotiation, set up and monitoring of repayment plans on customer accounts.
• Investigating and resolving both basic and complex Revenue Protection issues that arise on customer accounts.
• Ensuring compliance to company procedures including all compliance and regulatory policies.
• Liaising with other departments and third parties in relation to Revenue Protection issues.
• Adhoc duties as required.

Required Skills & Experience

• Minimum 1 year experience in a customer service / contact centre environment.
• Previous utilities experience particularly within the electricity or gas area would be a distinct advantage but not essential.
• Excellent phone manner with the ability to deal with customers in a calm, tactful and professional manner.
• Proven ability to work to strict targets to achieve individual and team objectives.
• Experience of working with a Customer Relationship Management system beneficial.
• Excel skills and good working knowledge of MS Office would be an advantage.

Career Incentive & Benefits

• Competitive salary & bonus structure
• Pension Contribution Scheme after twelve months of service
• PrepayPower Health Insurance Group Scheme & EAP with Laya Healthcare
• Great career progression opportunities in a growing company with strong market growth
• Fast-paced and friendly team environment
• Continual training and development
• 21 days annual leave, increasing with service.
• PrepayPower Staff Tariff
• Modern offices with excellent facilities in Sandyford and the flexibility to work remotely
• Established CSR, Wellness and Social Committees, and great social events.
• Refer a Friend Scheme
• Tax Saver Travel Tickets & Bike to Work Scheme

Prepay Power is the market leader for Pay-As-You-Go electricity and gas in Ireland. We disrupted the energy market in 2011 with one purpose in mind: ‘To give people total control and complete transparency over their electricity costs.’ Over 170,000 customers have already switched to Prepay Power (and we’re still growing!). In a market dominated by semi-states and subsidiaries to large energy multinationals, we are Irish-owned and independent.

Our service empowers customers to take control of their energy costs. Rather than the traditional market model of short-term discounts with significant terms attached, we help customers achieve long-term savings on the electricity, gas, and broadband that they use, which counts on every bill. Our approach is different and customer-driven. We pride ourselves on providing customers with an excellent level of service in an operationally efficient manner.

PrepayPower is an Equal Opportunity Employer, we believe and treat all our employees, customers, and other stakeholders with dignity and respect.