Company Description
Vattenfall is a European energy company with approximately 20 000 employees. For more than 100 years we have electrified industries, supplied energy to people’s homes and modernized our way of living through innovation and cooperation. We now want to make fossil-free living possible within one generation. To be able to reach this ambitious goal we are looking for talented individuals who, in addition to their passion for their own role, also have strong team spirit and want to contribute to supporting a meaningful corporate mission.
Job Description
Main Purpose of role
Vattenfall is looking for a passionate and experienced Customer Service Executive within our Heat business to drive the strategy forward and progress the business into a truly inclusive and community supportive business.
The Customer Service Executive will report to the Customer Operations Manager. As a member of the Asset Performance and Operations team, your role is central in ensuring we deliver market-leading customer service to our customers, resulting in excellent customer satisfaction.
Our heat networks are large strategic projects that serve thousands of customers and business.
As their heat supplier, we provide an all-inclusive heating and hot water service, including all servicing and repairs. But our impact is much wider, supporting whole communities and regions on their journey to a fossil free living. Our technology and services are enablers – we help realise climate smarter living for our customers and communities.
Supported by the Customer Operations Manager and working closely with the Delivery team and our service partners, you will work to deliver successful onboarding of new sites and customers, implement our Customer Experience framework, and ensure we are fully compliant with regulations and standards that apply.
We are looking for an individual passionate about customer service and motivated to set a new standard of service in a small but rapidly growing market. You will be thoroughly committed to delivering for customers, ensuring their needs are considered in all decisions and processes. This is a fantastic opportunity to deliver lasting impact and shape the future of our sector.
Key Responsibilities / Duties
- Ensuring new connections and customers are onboarded on the CRM in a timely manner.
- Co-ordinate onboarding of new sites and customers with our service partners and clients.
- Managing and ensuring that legal contracting documents are completed and uploaded on the CRM.
- Validation of monthly heat bills against service level agreements (SLAs) including, metering, billing and payment collection.
- Validation of monthly payment received and payment provider invoicing.
- Management of customer systems and reporting.
- Supporting on customer communications.
- Compilation of data for Heat Trust and Ofgem reporting.
- Supporting the Customer Operations Manager on collation of performance metrics and monthly reporting on customer service metrics, including debt and complaints.
- Compiling and validating financial inputs required as part of the monthly reporting cycle and engaging with other stakeholders in the business including business control unit to process end of the month financial transactions.
Qualifications
Knowledge and Skills
We are looking for an engaged and motivated individual who takes the initiative, can manage their own workload, and prioritise tasks accordingly. You will be proactive in your approach and will enjoy taking ownership of your role and able to engage quickly with people and build relationships. You will enjoy interacting and engaging with others.
As this is a fast-paced and entrepreneurial team you will be comfortable working both in this kind of dynamic environment but also able to function in a large business with established processes and governance.
You will have:
- Knowledge of a consumer services sector (utilities, communications, banking) and consumer protection regulation.
- Knowledge of metering & billing platforms.
- It would be desirable to have working knowledge of the district heating sector.
- Considerable working knowledge of customer relationship management (CRM) tools and high comfort level with digital technology
- Excellent verbal and written communication skills and financial acumen.
- Excellent organizational skills and ability to prioritise and manage conflicting deadlines to ensure priorities are delivered
- It is highly desirable to have strong Excel skills as the role will involve interrogating data.
- Approachable, helpful, and friendly personality that brings positivity to the work environment
Qualifications and Experience
- Experience working within a consumer services sector (utilities, communications, banking).
- Experience running multiple projects and programs, with the ability to balance commitments and priorities.
- Fast learner with great attention to detail and high level of accuracy.
Additional Information
Our offer
Good remuneration, a challenging and international work environment, and the possibility to work with some of the best in the field. You will be working in interdisciplinary teams and you can always count on support from committed colleagues. We offer attractive employment conditions and opportunities for personal and professional development.
More Information
We welcome your application in English, no later than 20/04/2024. We kindly request that you do not send applications by any means other than via our website as we cannot guarantee that we will be able to process applications that are not made via our website.
For more information about the recruitment process you are welcome to contact our recruiter Adam Hammond - adam.hammond@vattenfall.com
At Vattenfall we are convinced that diversity contributes to build a more profitable and attractive company and we strive to be good role model regarding diversity. Vattenfall works actively for all employees to have the same opportunities and rights regardless of gender, ethnicity, age, transgender identity or expression, religion or other belief, disability or sexual orientation.
The security of Vattenfall and its employees is essential. For that reason, a pre-employment screening will be part of your recruitment process. The screening is based on the role you will fulfill within Vattenfall. The screening will be performed by a third party, Validata.
We look forward to receiving your application!
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