Industry Operations Agent

This range is provided by Ecotricity. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

About The Role

Working within the Industry Operations Department, this position will work to improve our Customer and Industry Data integrity by ensuring all customers are onboarded/offboarded correctly and resolving any disputed transfers and losses, all while delivering exceptional customer service to all internal and external customers. You’ll also ensure that all vulnerable customers, where requested, are correctly added to the Industry Priority Service Register.

The department itself is a fast‑paced & ever‑changing environment, dealing with the integrity of the read data held both internally and across all industry bodies.

• Work through allocated industry exceptions as assigned by the Industry Operations team leader
• Support in the reduction of backlogs to improve our industry data integrity & ensure customers are correctly onboarded/offboarded
• Resolve industry onboarding/Offboarding exceptions to ensure all customers join us/leave us in a Fit to Bill state.
• Being an escalation and operational support for the wider business on Erroneous Transfers, PS PS (Priority Services) and DAP (Debt Assignment Protocol)
• Developing a comprehensive understanding of the whole customer journey and how and why industry data integrity is part of this
• Liaise with other Ecotricity departments and third parties through the Industry Secure Data Exchange Portal (SDEP) to ensure a fair and timely outcome is achieved for customer and industry impacting problems
• Feedback third party issues/delays to Industry Operations Team Leader and 3rd Party Contract Manager for escalation
• Customer and third-party outbound contact to ensure timely and effective resolution
• Resolve high level exceptions created by various industry interfaces and erroneous activity
• Other projects and ad‑hoc tasks deemed inline with the wider ongoing needs of the team and department and Ecotricity mission
• Deliver in alignment with your agreed KPIs and objectives.
• Partake in monthly PDRs (121) and side by side sessions with the Industry Operations Team Leader to ensure continual development and quality outputs
• Complaint resolution in a timely manner
• Identifying system or process faults and supporting the department with continuous improvements
• Take ownership for customer disputes and deliver resolution in a timely manner

About You

Your Skillset:

• High level of computer literacy with experience of a CRM system, AFMS and Industry Databases coupled with good knowledge of Microsoft Office 365
• Able to prioritize your workloads in line with department prioritization, managing a range of tasks and processes
• Multitasking and remaining calm under pressure
• Methodical and organised, ability to manage own workload within agreed prioritization
• Committed to continual improvement for yourself and teammates, contributing to process improvements and personal development
• Proven effective relationship management both internally and externally
• Experience working with third parties (MOP, DC/DA) an advantage
• Excellent written and verbal communication skills
• High level of attention to detail
• High level of numeracy, accuracy and problem‑solving ability
• Excellent planning and organisational skills
• Takes ownership of queries through to resolution

Your Attributes:

• Proactive ‘can do’ attitude and able to take a measured approach to workload management, delivering key targets within challenging deadlines
• Self‑motivated with a strong work ethic, demonstrating a genuine interest in the industry and developing your own and your team’s knowledge
• A proven record around adherence, meeting and working towards agreed KPI’s
• Pride yourself on maintaining read data integrity across industry and internal systems
• Treats customers and peers the way they like to be treated
• Working in a proactive way to find creative and innovative solutions
• Is receptive to feedback and acts accordingly
• Exceptional team player who is open and respectful of others
• Engaging and motivated attitude and style
• Flexible and adaptable approach to work
• Live and breathe the Ecotricity…