Customer Account Representatives
We are looking to recruit a number of Customer Account Representatives on both our Gas and Electricity teams based at Aylestone Road, Leicester.
The successful candidate will be responsible for managing a portfolio of customers ensuring that the volume of energy we buy in the market is in line with the volume of energy we bill to our customers.
This involves analysing and reconciling the industry costs compared to the customer’s actual consumption.
You will be responsible for identifying any erroneous industry costs within the relevant settlement run and arranging the appropriate correction with the appointed agent.
You will also be responsible for communicating any differences in billing costs with our customers and agreeing full collection of any outstanding balance.
You will manage the customer journey from beginning to end. You will be responsible for certifying that our customers are billed accurately for their consumption ensuring that they are managed empathetically while agreeing realistic payment terms. Through your detailed analysis of our customers accounts you will need to identify the root cause of the error to ensure that the customer’s future consumption is correct.
The role will involve extensive customer contact as you will act as the contact point for the customer at all stages of the process. As such you are likely to undertake several telephone conversations with the same customer throughout the full journey, this will range from obtaining an initial meter reading up to making an agreement for collection of the account.
You will need to ensure that any expressions of dissatisfaction are recorded as a complaint and you must manage the complaint to ensure that you are fully compliant with the Complaints Procedure.
You will be responsible for the full management of any sites that are allocated to you. This will include the management of all work in progress accounts to ensure that the matter is brought to a completed status at the earliest opportunity.
This is an opportunity for the right person to develop a wide range of skills managing the end to end customer journey for our growing portfolio in both UK Home and UK Business . You will also develop a detailed understanding of the industry flows and related stakeholders.
You will undertake a full training programme over a period of three weeks.
We will provide you with ongoing support after you have completed training and we have experts that will provide coaching on telephone techniques, complaint handling and settlement recovery techniques.
Computer skills, use of all Microsoft packages Excel, Word and Access,
Customer service skills, good negotiator/influencer, logical thinker and proactive approach with an eye for detail.
Knowledge of the SAP and or Agent Work Bench/Jupiter billing systems desirable
Experience of cash collection or managing debt advantageous
Knowledge of gas or electricty industry flows desirable
Awareness of the Complaints Procedure desirable
Contact for Further Details
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This vacancy is open to all employees, contractors and temps working for Centrica who are not in their probationary period.
Please note that Centrica takes its responsibilities to redeployees seriously. Redeployees will therefore be considered before other applicants for this role. As a result, there may be a delay in response whilst our redeployee applications are being considered. Additionally, roles may be withdrawn if we identify a candidate in respect of whom we are legally obliged to offer a suitable role in priority over others. This might be because they are on shared parental leave, adoption leave, maternity leave, returning from military service, or because they are no longer able to carry out their former role due to a disability