Industry Operations Advisor

About Bristol Energy Bristol Energy is a sustainable energy company built with social value at its heart, where: ·Everyone has access to fair, transparent tariffs and great customer service ·We invest in our local communities, with around £5m of social value going back into Bristol in 2018 ·Locally generated renewables support the regional economy, creating sustainable energy for future generations We have exciting plans ahead as we continue to work in partnership with Bristol City Council to be a different kind of energy provider; one which focuses on driving profit for a purpose. We are committed to supporting Bristol to hit ambitious social and environmental goals including to become carbon neutral by 2030, as part of the City Leap programme. Since our launch in 2015, we have invested over £12million of social value back into our home city of Bristol and have reached our 100,000 customer milestone. We supply iconic Bristol businesses including Bristol City Council, We The Curious, Bristol Zoological Gardens and SS Great Britain, our strategy over the next year is to continue our laser focus on growing our number of business and residential customers locally, whilst maintaining our national customers. We’re looking for purposeful, brave and curious people who want to be connected with the energy sector and our local community, helping to shape a new industry model and deliver a legacy for the people of Bristol and beyond. About the role Our operational team plays a vital role in the journey of our customers. We have a wide range of activities and processes that support our customers, including the installation of new smart meters across the UK, developing our business to business relationships, liaising with third parties through our industry operations activity and many other ways of offering an excellent service to our customers. You will be part of a proactive and dynamic team who are keen problem solvers and who thrive on improving processes and delivering an exceptional experience for the customer. Every day will present new challenges and you will work with customers, internal teams and third-party providers. You will need to be self-motivated and have a desire to improve your own and the team’s performance. There will be opportunities to get involved in innovation projects and the latest technology. Bristol Energy supports wider training for its staff and your personal development is very important to us. This position will be exciting, fast-paced and varied - so you will need to be able to turn your hand to a number of activities. Although not an exhaustive list, these duties will include: ·Overseeing the customer registration and industry exception processes ·Contributing to the fulfilment of industry settlement obligations ·Complete updates and checks on our customers’ accounts, whether prompted by the customer or through reviewing system reports, documents and system checks ·Work within an SLA and performance driven environment, including personal and team targets, completing your work in an efficient way to meet deadlines and performance standards ·Ensure that all customer interactions are compliant with industry standards and regulations ·Troubleshooting complex queries and problem solving. ·A keen eye for process improvement ·Analysing, reporting and updating information using our internal systems. ·Investigating errors or anomalies on customer accounts to ensure a smooth customer journey ·Liaising with third parties and other suppliers to ensure our customers receive the best service from us and them ·Support the Smart roll out from meter appointments through to meter set up ·Support other reasonable requested activities within Bristol Energy About you You will have: ·An ability to learn quickly and be keen to develop in your role ·Experience of effectively working as part of a team ·Interest in resolving and understanding complex situations with experience of problem solving by investigating and resolving issues ·An analytical approach with the ability to understand numerical information ·Strong IT skills including using Microsoft Excel and Word ·Excellent communication skills both verbal and written and the ability to adapt to build strong rapport with a range of different customers, colleagues and third parties ·Excellent organisational skills and able to manage time effectively ·A resilient, self-motivated and results orientated approach to your work You will ideally have: ·Knowledge or experience in the energy industry or a similar complex and regulated environments ·Experience of working with processing accounts or providing customer service in the following areas: Smart Metering, B2B, Energy Industry Operations, Settlements or Complaint Handling ·An innovative approach to resolving issues and a desire to improve your own and your team’s performance ·Experience of training or coaching others Some roles may require BS7858 security checks. Other activities We ask all colleagues to be connected with other teams and departments and work purposefully together towards Bristol Energy achieving our vision and objectives. Therefore, all colleagues may be required to complete other reasonable tasks or activities to support us in our vision. This could include attending events, supporting other teams during busy periods and learning how to serve our customers and other core retail activities.