Utilities Migration Expert

Salary £23,902 - £28,594

Location Glasgow, UK

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

Our Role

As a Utilities Migration Expert, you will be responsible for providing advice and guidance to resolve complex utilities customer account queries across our utilities customer base. You will support with the migration of our utilities customers to our outsourced partner and help set up new ways of working. This will include guiding our customers on a range of issues with customer resolution at the forefront, covering multiple scenarios including billing, onboarding and offboarding, Change of Tenancy, meter reads, settlement and usage disputes.

What we want you to do

Carry out complex account reviews to identify the root cause of how the customer issue started and how to resolve it.
Use extensive product knowledge to understand and explain issues to customers, confirming the proposed resolution clearly to gain a successful conclusion.
Act as an escalation point to resolve utilities customer complaints, reaching a fair and amicable resolution that balances customer expectations against commercial interests.
Liaise with customers and 3rd parties by phone, email, letter and SMS, aiming to resolve issues quickly and efficiently.
Use extensive Change of Tenancy (COT) process knowledge to complete incomplete/failed COTS and fully onboard/offboard customers.
Guide and educate our customers in financial difficulty, sign posting them to the correct support to resolve the debt situation, agreeing a payment or payment plan and re-setting direct debits to avoid future debts.
Complete all reports, system and CRM updates in a timely and accurate manner, exceeding expectations in quality.
Perform all activity within regulatory standards, GDPR and company processes, policies and procedures.

What success in the role looks like

Achieve all monthly productivity and performance targets in a consistent manner.
Operate within our quality guidelines, behaviours, and values at all times.
Receive positive feed from outsourced partners and internal teams.
Known for being straightforward and united by our colleagues within Clear Business.

What you need to have already done to be right for this role

Previous experience in a B2B customer role where exceptional customer experience has been provided.
An in-depth understanding of B2B customer care processes and the regulatory requirements impacting B2B organisations.
Previous experience in a Utilities or Change of Tenancy role, preferred
An in-depth understanding of B2B customer care processes including Change of tenancy and cash collection processes.
An in-depth understanding of the effective use of Customer CRM, and/or Lead Management systems.
Previous experience of working with and supporting outsourced partners.
Excellent written and verbal communications skills, with an ability to adapt communication styles to individual customers.

High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for the accuracy of your own work.
A professional, friendly and helpful demeanour, with the desire to create great working relationships with both colleagues and customers.
Ability to work on own and part of a team remaining calm under pressure is a fast-paced environment.

Our Story

Clear Business was established with the goal of simplifying our customers' lives and making our colleagues' experiences more rewarding. As one of the top providers for small businesses in the UK, we offer a truly distinctive service by providing all essential services in one place: Phone, Broadband, Mobile, Water, Gas, Green Electricity, Payment Services, and Insurance.

For more than two decades, our growth journey has been marked by various accolades, such as Investors in People, The Northern Contact Centre Awards 2023, and Learning at Work Week Awards 2023. Our latest achievement was receiving the 'One to Watch' award from Best Companies.

Why Choose Clear Business?

At Clear Business, we don’t just do jobs, we do careers. We’ve got ambitious growth plans, and our people will grow with us. So, we’ll give you everything you need to develop and succeed. That means things like flexible working, a totally transparent rewards structure, a diverse and inclusive workplace, and the control to drive your own career and shape your own opportunities. Clear Business is a great place to work, made better by you.

In return for your hard work, you’ll get

It takes all kinds of people to make Clear Business the success that we are, and we’ve got a range of benefits to make sure everyone is happy.

Up to 10% performance related bonus per annum
Pension contributions and life assurance coverage.
Generous discounts at numerous high street and online retailers.
25 days of annual leave, increasing to 28 days based on tenure.
Enjoy your birthday off every year.
Ability to purchase up to 10 additional holidays and sell up to 5 days per year.
Cycle to work and travel loans for people wanting a greener commute.
Comprehensive well-being support, including round-the-clock access to a GP, mental health assistance, fitness programs, and complimentary legal and financial advice.

The important extras

Hybrid working model: the choice to work remotely for three days.
Engage in charity fundraising and volunteering activities as part of our giving back initiative.
Enjoy fantastic on-site amenities including a complimentary gym, free parking, a subsidized café, and an on-site bar for post-work drinks, quiz nights, and social gatherings.
Full time/Permanent contract of 37.5 hours per week.
No weekends and every bank holiday off.

What happens next

If you’re looking for a new challenge with great benefits at an award-winning company, then Clear Business is the place for you. To be part of our continued success click ‘Apply’ today to take the next step in your career.

Across Clear Business, we’re passionate about creating an inclusive team and celebrating our diversity. We want talented people with great skills and matching values to join our teams.

All successful candidates will be subject to pre-employment checks.

Please note that this vacancy may close early if we receive a sufficient number of suitable applications; however, we may retain your application on file for future opportunities.

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