Operations Specialist- Energy Space
Location: Dublin Type: Permanant Category: Customer Service, Office Support / Admin, PMO/Business Support Salary:
€45,000 to €50,000 (DOE)
Our client, a dynamic and innovative player in the energy industry, is seeking a skilled Operations Specialist to play a pivotal role in enhancing customer experience and driving business growth. As a key member of their team, you'll be responsible for various aspects, ensuring seamless operations and customer satisfaction.
Here's a glimpse of what the role entails:
Customer-Centric Operations:
Act as a liaison for the call center, resolving escalated issues and fostering effective communication. Handle day-to-day queries and escalations for sales and account management teams across all products and services. Manage complaints, ensuring timely resolution and compliance with regulatory requirements. Customer Relationship Support:
Take ownership of Panda Account, ensuring smooth processes and responding to queries promptly. Collaborate with B2 B and PSB teams to strengthen customer relationships and enhance customer lifetime value. Monitor business customer needs and contribute to improvements in the in-life journey. Efficient Process Management:
Own the refunds process, ensuring compliance with regulations and identifying areas for continuous improvement. Manage complaints efficiently, identifying trends and implementing actions to enhance the overall customer journey. Market Expertise:
Oversee on/off supply processes, ensuring timely and efficient handling of customer transitions. Collaborate with Installations, Finance, and regulatory bodies to minimize risks and deliver excellent customer experiences. Technical and Regulatory Liaison:
Collaborate with IT and external partners on technical requirements for system developments. Manage and liaise with regulatory bodies, such as CRU and ESBN, ensuring compliance and effective communication. Churn Reduction and Candidate Requirements:
Strategically contribute to churn reduction through improved customer interactions and targeted campaigns. Candidates should possess a minimum of 3 years' experience in a similar role, demonstrating energy industry knowledge and a track record of delivering high-quality customer service. Strong organizational skills, adaptability to a fast-paced environment, and the ability to collaborate with cross-functional teams are essential. Candidates' Qualifications and Key Competencies:
Possess a minimum of 3 years of experience in a comparable role, showcasing expertise in the Energy Industry. Proven success in consistently delivering top-notch customer service, both internally and externally, accompanied by a comprehensive understanding of People, Processes, and technology. Adept at simplifying and translating intricate challenges into clear and actionable plans. Demonstrated excellence in oral and written communication for diverse audiences, both within the organization and externally, spanning all hierarchical levels. Strong commercial awareness to navigate and contribute effectively to our industry. Bonus: Hands-on experience with CRM software is advantageous. The Offer:
Competitive base salary of €45,000 to €50,000 (depending on experience). Additional benefits include Death in Service Benefit, Income Protection Benefit, Employee Assistance Program, and 23 days of holidays. Post-probation benefits include payment for professional subscriptions, health insurance, pension, gym membership, and support for education. Join our client's dynamic team and contribute to shaping the future of the energy industry while enjoying a rewarding and supportive work environment.
