Customer Care Advisor

London, Hybrid

£27,352

⭐️ Our Perks

• Hybrid working hours – Each team has their own Smart Working Charter that empowers you to do your work in the best way you can
• 25 Holiday Days + your local bank holidays
• 1 Birthday day – it only happens once a year!
• 3 So Giving Days - spend these days giving back to your chosen cause
• Religious Celebrations Leave
•  Mental Healthcare – Unlimited sessions with Unmind
• Enhanced Family Leave

So Energy

Who we are

So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 350,000 customers and over 450 Energists (what we call our people). But we’re not done. We’re on the road to a net zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer-centric, tech-led, and passionate about sustainability.

We want to do the best we can for our customers, each other, and our planet, so we’ve created a workplace that's encouraging, supportive, and offers the opportunity for growth. As a company, we live by six core values that guide everything we do:

• Clear
• Honest
• Ambitious
• Inquisitive
• Caring
• Sustainable

The Role

Customer Care Advisor at SO ENERGY

This is not your average customer care role. An ideal candidate is someone who thrives in a fast-paced environment, works well within a team and is passionate about what they do. You should enjoy working in a target driven environment where you will be rewarded through a performance bonus for delivering an exceptional customer experience. Excellent interpersonal and communication skills are key; both when interacting with our customers, as well as with fellow team members. We’re looking for an enthusiastic person that can work at speed and to KPIs without compromising on the quality of experience they deliver to the customer.  This role will consist of mainly speaking with customers over the phone aswell as dealing with various queries via email and webchat.

What you’ll be getting up to:

• Promptly respond to customer inquiries across various channels with clear and helpful information.
• Skillfully handle routine administrative tasks, including meter readings, refunds, and tenant changes.
• Ensure accurate data entry and adherence to established processes.
• Assist customers in setting up and modifying payment plans securely.
• Process card payments and facilitate Direct Debit adjustments.
• Efficiently manage smart meter installation appointments and coordinate with relevant teams.
• Address customer complaints and resolve issues over phone and email while maintaining a positive customer experience.
• Escalate complex problems to the appropriate department with relevant information.
• Collaborate with customers to troubleshoot and resolve meter-related issues.
• Educate customers on online accounts, In-Home Displays (IHD), and meter reading techniques..
• Conduct informed payment discussions and identify financial vulnerabilities.
• Offer suitable referrals to services and charities, and establish payment plans as needed.
• Build strong customer rapport, aiming for a high First Contact Resolution rate.
• Monitor and manage email inboxes to provide timely updates and organized communication.
• Actively participate in team efforts to achieve shared targets and deliver exceptional service.

Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.

So, if this role excites you, don’t let our role description hold you back, get applying!

Want to tailor your application? 

Hiring Process

• Click Apply; You know you want to!

• Complete our online Assessment. The Assessment will take about 20-30 mins to complete.

• Attend one of our virtual assessments centres (our next assessment centre is 9th July 2024)

Support – If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed.

Our Values

We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals.

Clear - The energy industry can be pretty complex so we strive to provide clear communication to our customers and colleagues

Honest - Transparency is key, Whether that's providing clear bills to our customers or trusting our staff to do the right thing.

Ambitious - All of us are ambitious about the future of So Energy and what we can contribute to it.

Inquisitive - We are also questioning the Status Quo to see if there is a better way to do things for our customers

Caring - We care about the work we are doing, our customers and our colleagues
Sustainable - As a renewable energy company we are providing sustainable products but we also care about sustainable careers. That's why learning and continuous development is so important to us.

Diversity, Equity, Inclusion & Belonging

At So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We are a global community and we believe our unique qualities should be celebrated as they are critical to our innovation. It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn’t just an initiative at So Energy. We strive to embed it not just into our values but throughout our entire culture.