🌍 UK, London

⭐️ Our Perks

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

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

Senior Smart Pay As You Go Advisor at SO ENERGY

So Energy is ramping up its Smart Pay As You Go customer base as a result of new initiatives, technology and processes designed to provide our customers with a market ready Smart Prepayment service. We are currently recruiting for a Senior Smart Pay As You Go Advisor to be at the forefront of this exciting launch, providing critical knowledge, support and problem solving to ensure we can continue to provide an outstanding service for our prepay customers. 
As a Senior Smart Pay As You Go Advisor you will support customers with more complex queries, and provide an escalation point for Customer Care Advisors.

What you’ll be getting up to:

• Work with various parts of the business to resolve issues
• Effectively manage personal workload of tickets that monitor progress of problems
• Meet personal/team targets
• Proactively identify issues and problems and report as necessary
• Identify and assess customers’ needs to resolve their query
• First point of contact for escalations 
• Handle customer complaints; take ownership through to resolution
• Identify areas of improvement to help team to reach full potential 
• Contribute to the team’s overall goals and success
• Work closely with the Senior SPAYG Analyst on issues relating to SPAYG performance or operational issue management (For example, arranging to SMS customers in the event of a system outage)
• Actively engage with a Continuous Improvement framework to constantly seek improvement in working processes and practices.
• Respond to Ad-hoc tasks when required to support business objectives ✓ Driven by Results – One Contact Resolution, SLA, Productivity & Quality
•  Work with Team leader to plan for personal development

This role will be a great fit if:

• You are patient and empathetic, and will be able to investigate if they don’t have enough information to resolve customer queries or complaints 
•  You build and maintain good relationships with customers and colleagues, through open and interactive communication
• They are helpful and will collaborate with others to get the best results for So Energy and our customers 
• Flexible, reliable and reactive to customer demand
• Live company values
• Strong written and verbal contact handling skills and active listening
• Customer orientation and ability to adapt/respond to a diverse range of people
• Excellent communication and interpersonal skills
• Proactively respond to busy periods and alert to management team
• Positive and patient
• Basic understanding of how our systems work end to end such as Junifer CRM or ESG uSmart BOL
• Ability to multi-task, prioritise, adapt to change and manage time effectively
• Ability to make a judgement call and request to go outside of set processes when necessary to provide the best service to a customer
• Smart Pay As You Go (SPAYG) is a niche energy industry skill set and we do not expect applicants to necessarily have this experience however any experience you may have relating to SPAYG will be beneficial to the role.

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!

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.