Operations Specialist
We are seeking a skilled Operations Specialist to play a pivotal role in enhancing customer experience and driving business growth for our dynamic client in the energy industry.
Key Responsibilities:
* Serve as a liaison for the call center, resolving escalated issues and fostering effective communication.
* Handle day-to-day queries and escalations for sales and account management teams across all products and services.
* Manage complaints, ensuring timely resolution and compliance with regulatory requirements.
Customer Relationship Support:
* Take ownership of Panda Account, ensuring smooth processes and responding to queries promptly.
* Collaborate with B2B and PSB teams to strengthen customer relationships and enhance customer lifetime value.
* Monitor business customer needs and contribute to improvements in the in-life journey.
Efficient Process Management:
* Owning the refunds process, ensuring compliance with regulations and identifying areas for continuous improvement.
* Managing complaints efficiently, identifying trends and implementing actions to enhance the overall customer journey.
Market Expertise:
* Overseeing on/off supply processes, ensuring timely and efficient handling of customer transitions.
* Collaborating with Installations, Finance, and regulatory bodies to minimize risks and deliver excellent customer experiences.
Technical and Regulatory Liaison:
* Collaborating with IT and external partners on technical requirements for system developments.
* Managing and liaising with regulatory bodies, such as CRU and ESBN, ensuring compliance and effective communication.
Requirements:
* A minimum of 3 years' experience in a similar role, demonstrating energy industry knowledge and a track record of delivering high-quality customer service.
* Strong organizational skills, adaptability to a fast-paced environment, and the ability to collaborate with cross-functional teams.
The Offer:
* A competitive base salary of €45,000 to €50,000 (depending on experience).
* Additional benefits include Death in Service Benefit, Income Protection Benefit, Employee Assistance Program, and 23 days of holidays.