Metering Administrator - First Utility - Warwick

Job description

ROLE OVERVIEW

This role is to support the delivery of Smart Metering within the Metering Operations Team. You will be the main contact point for engineers who are operating in the field installing smart meters; you will be capturing site information through a series of administrative activities, assisting with complex queries and meter faults.

AREAS OF SPECIFIC RESPONSIBILITY

Receiving inbound contact via telephony from engineers wishing to provide install information whilst on site.
Updating Meter details onto a customer’s account through a series of administrative tasks, whilst ensuring maximum attention to detail is followed.
Making outbound Customer Contact via telephony/written correspondence (letter & email) to customers who require work to their metering equipment.
Booking meter works via external service provider portals.
Responsible for handling complex queries and exceptions at the first point of contact, preventing these escalating into complaints and where possible resolving these within 48 hours.
Working of additional work streams i.e. internal ticketing system (JIRA, Trouble Ticket, Metering Mailboxes and PQR) with a right first time approach.
Managing Customer communications and exceptions pre and post install.
Resolution of Smart Metering technical errors to ensure customers’ accounts are updated and billed accurately.
Managing your time effectively and meeting your workload requirements, including KPI objectives e.g. 48 hour customer resolution, no repeat contacts.
Championing our core values (typified by being 'Customer First’), and ensuring that you display these in every aspect of your role.
Adhering to all company policies and procedures.

Above all, you will help ensure all of our customers experience a quality service.

THE DESIRABLE CANDIDATE WILL HAVE:

Track record of liaising with engineers and customers, and possess the ability to communicate effectively and efficiently.
A solid understanding of Smart Metering.
Excellent communication skills.
Desire to resolve customer’s issues first time with a problem solving approach.
Strong administration and organisation skills.
Able to build a strong rapport with engineers.
Able to employ questioning techniques to identify needs and close down enquiries.
Confidence to manage your workload and any issues professionally and calmly (e.g. high influx of calls, system downtime), and a track record of meeting performance targets.
Comfort in working in a target-driven and fast-changing environment, and able to respond to changing business needs.
Be a fast learner, able to demonstrate a solid understanding of all Microsoft and Google applications (incl. Word, Excel and PowerPoint).
Be a team player and aware of your own performance (both your strengths and development areas), and pro-actively seek to improve and develop.
Previous experience in one or more of the following industries would be advantageous:

- Utilities

- Telecommunications

THE BENEFITS

As well as a rewarding career, development opportunities and competitive salary, you’ll also enjoy 25 days holiday (plus Bank Holidays), pension, option to purchase childcare vouchers, and become eligible for our staff energy tariff along with other great ad-hoc offers

We believe in putting energy into looking after our teams, so you’ll benefit from BUPA Private Healthcare, cycle to work scheme, a great working environment with relaxation areas to recharge your batteries and free soft drinks available all day. We also have "Fruity Friday" where fresh fruit is available every week for all employees.

OTHER:

All applicants must be eligible to live and work in the UK and ideally be within commutable travelling distance of Warwick.
37.5 Hours Per Week, Shift Work Hours between 8am - 6.30pm Monday - Friday