Operations Specialist
A key member of our client's team, the Operations Specialist plays a pivotal role in enhancing customer experience and driving business growth in the energy industry.
Key Responsibilities:
* Act 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:
* Own the refunds process, ensuring compliance with regulations and identifying areas for continuous improvement.
* Manage complaints efficiently, identifying trends and implementing actions to enhance the overall customer journey.
Market Expertise:
* Oversee on/off supply processes, ensuring timely and efficient handling of customer transitions.
* Collaborate with Installations, Finance, and regulatory bodies to minimize risks and deliver excellent customer experiences.
Technical and Regulatory Liaison:
* Collaborate with IT and external partners on technical requirements for system developments.
* Manage and liaise with regulatory bodies, such as CRU and ESBN, ensuring compliance and effective communication.
Churn Reduction and Requirements:
* Strategically contribute to churn reduction through improved customer interactions and targeted campaigns.
* Candidates should possess 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 are essential.
Qualifications and Key Competencies:
* Possess a minimum of 3 years of experience in a comparable role, showcasing expertise in the Energy Industry.
* Proven success in consistently delivering top-notch customer service, both internally and externally, accompanied by a comprehensive understanding of People, Processes, and technology.
* Adept at simplifying and translating intricate challenges into clear and actionable plans.
* Demonstrated excellence in oral and written communication for diverse audiences, both within the organization and externally, spanning all hierarchical levels.
* Strong commercial awareness to navigate and contribute effectively to our industry.
* Bonus: Hands-on experience with CRM software is advantageous.
The Offer:
* 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.
* Post-probation benefits include payment for professional subscriptions, health insurance, pension, gym membership, and support for education.