Senior Customer Service Executive

You will be primarily responsible for providing senior support to the Smart Generation Operations Team to ensure a seamless customer journey through Smart Generation Operations by acting as an Energy Advisor across all team functions.

What skills/experience do I need to be successful?

• Work experience in similar position previously with transferable skills;
• High-level analysis experience and ability to advise the Sales team and relevant stakeholders on pricing elements, deal-entry, contract execution, and billing set-up as they relate to the current market and pricing parameters;
• High-level analysis experience and ability to advise customers and relevant stakeholders of billing elements, statement detail, and methodology;
• Positive attitude to POD working and change.

How will I spend my time in this role?

• Ensure all Operational processes are adhered to, and ‘how-to’ guides are followed to avoid errors. Create how-to guides or GetSmart videos if not already available;
• Preparation of accurate and timely statements, using all necessary software and tools;
• Demonstrate excellent Team working, by supporting colleagues during busy periods and being able to re-prioritise own workloads where possible to enable deadlines to be met across the team;
• Management of all relevant Operations Inboxes, ensuring all requests are completed within their appropriate timelines;
• Provide comprehensive administrative and analytical support to the Smart Generation Sales team. Including all necessary ad hoc tasks needed to gain and maintain customers;
• Professional and efficient communications with and delivery of information to the following teams: Business Development, Origination, Volume Risk, Trade Control, Trading, Credit Risk, Billing;
• Providing comprehensive support to the Renewables Sales (primarily high-value Key Accounts) and Origination functions;
• Report on workflow, irregularities/errors, or areas of concern to Smart Generation Manager and Team Leader or appropriate stakeholder;
• Generating timeous and relevant reports/checks to ensure business continuity i.e. Unbilled, Volume Risk, Bespoke customer reporting;
• Attending customer meetings and/ or SmartestEnergy events as required, making and or supporting presentations;
• Training and mentoring junior team members and colleagues in other teams;
• Delegate for Smart Generation Manager and TL as and when required to make decisions and own responsibility for team processes, tasks, systems, and tools;
• Acting as Subject Matter Expert for business change and other projects as required;
• Being accountable for each process even when delegating to colleague or new staff;
• Investigating system enhancements and working closely with appropriate stakeholders to complete bugs and tasks via Dev ops;
• Taking the lead on projects with tight deadlines and managing work to be completed by Cognizant and Transact;
• Ability to perform Wholesale Billing, Flexi statementing, DUoS Statementing, SETSA billing, and Master Customer Database Management.

What sets us apart?

• Global Impact: With offices in the UK, US, and Australia, and plans for further expansion, you'll be part of a dynamic, globally-minded team, with opportunities to explore new markets and make a difference on a global scale.
• Flexible Working: Embrace the freedom to work from anywhere in the world for up to 30 days a year. We prioritize work-life balance, recognizing that your well-being matters. Check out all our benefits here
• Commitment to Diversity and Inclusion: We celebrate our diverse culture and value individuals irrespective of background, disability, religion, gender identity, sexuality, or ethnicity. Join a team where diversity is not just welcomed but celebrated as a key driver of growth and innovation.

What does hybrid working mean to us?

Hybrid working typically means 2 days in the office location listed on this advert and 3 days working at home each week. Some occasional travel to our other offices may be required.

What happens next?

Once we receive your application, it will be reviewed by a human – no bots here! The average process typically takes around 2-3 weeks, with 2 stages of video interviews using Teams. However, this can vary depending on the role. We may invite you for a face-to-face meeting or require only 1 video interview. If you have any questions or need support, our Recruitment Team is here to assist you.

Ready to join us on our journey to digitize, decarbonize, and localize the future of energy? Apply now

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