🌍 London, Hybrid

⭐️ Our Perks

Values-driven culture – we’re really proud of our culture. 

🙌 Drive your own experience 

• Personalised Learning and Development Budget
• Hybrid working hours – Each team has their own Smart Working Charter that empowers you to do your work in the best way you can
• Technology – Your choice of Mac or Windows

✨ Empowering you to be your most authentic self 

• 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 – 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

Real Time Support at SO ENERGY

Reporting into our Head of Resourcing 👋, we’re looking for a Real Time Support to join the team. 

As a Real Time Support, you will be responsible for monitoring and managing the real-time performance of the contact centre to ensure that service levels are met or exceeded. This role involves closely monitoring call volumes, handling times and CCA availability, as well as making quick decisions to adjust staffing and resources to meet operational demands. You will work closely with the Resource Management team and Customer Operations team to optimize efficiency, enhance customer satisfaction and manage cost to serve.

What you’ll be getting up to:

Real-time Monitoring

· Continuously monitor live contact centre metrics, including call volumes, service levels, agent adherence and queue status.

· Identify and address any variances in real-time performance metrics such as call spikes, system challenges or agent under utilization.

· Work with OSPs to address any issues

Intraday Management

· Make real-time adjustments to schedules, including reallocating staff, authorizing overtime or adjusting breaks to maintain service levels.

· Co-ordinate with Team Leaders and OSPs to manage call queues, chat sessions and email volumes efficiently.

· Ensure all channels are correctly resourced, and ultimate flexibility over peak contact periods (e.g. chat – lunch times)

· Understand our CSAT motivators from customers, and use this to inform allocation within our teams

Reporting and Analysis

· Generate and distribute real-time performance reports to relevant stakeholders

· Analyse performance data to identify trends, issues and areas for improvement

· Provide recommendations for optimising workforce management and resource allocation

· 3^rd party monitoring of contracted hours vs productive hours, and flexing where the most support per channel is needed, being able to report on their output weekly

· Understand FCR and key outputs which will help inform resourcing strategy weekly

Incident Management

· Respond to unplanned events, such as system outages or unexpected increases in call volume, by implementing contingency plans and communicating with relevant teams.

· Liaise with IT and other support teams to resolve technical issues affecting real-time performance.

Communication and Co-Ordination

· Serve as the primary contact for real-time operational updates, ensuring that all stakeholders are informed of current performance.

· Collaborate with the Resource Management team to ensure that forecasts and schedules are aligned with real-time data.

Continuous Improvement

· Contribute to the development of best practices for real-time management within the contact centre.

· Identify opportunities to improve cost to serve through use of call avoidance / deflection e.g. IVR improvements.

· Participate in post-incident reviews and strategy sessions to enhance future performance and resilience.

This role will be a great fit if:

• Ability to create reports in Excel
• Attention to detail and high level of accuracy
• Ability to take initiative
• Flexible team player with a positive attitude
• Must have good time management with the ability to work with minimal supervision and under tight timelines
• Organized with the ability to quickly and effectively adapt to change
• Excellent attendance record
• Able to communicate professionally - oral and written
• Problem solving skills

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

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.