First thing's first...

Our brand values
We're PROUD to give more for less
A hard working, diverse team
Our brand values are the glue that holds us all together
  • We’re Passionate: we'll go that extra mile for you.
  • We’re Respectful: we know you always have a choice.
  • We’re Open: we'll never try to hide anything from you.
  • We’re Unique: we genuinely do try to make a difference.
  • We’re Dependable: we’re always here, no matter what.
Working here
No doubt about it - it's an exciting place to work
What it's like to work here
We've all got one thing in common - our customers
  • We're a team over over 200 now
  • Some energy specialists, some not
  • It's fast-paced
  • It's entrepreneurial
  • We feel like we're part of a family
  • We all genuinely want to create an excellent experience

Join the team

Our diverse team of over 200 is growing all the time, our brand values are the glue that holds us all together. 

If you’d like to be part of an exciting and growing energy company, take a look at some of the roles available below. Current vacancies:

Senior Resource Planning Manager

Closing date: 28 March 2017

Location

Coventry/Kenilworth

The Senior Resource Planning Manager reports to the Head of Customer Care and will be responsible for ensuring all Operations Teams; Contact Centre in house and outsourced, and Operational support team such as Metering, Billing and Industry Data have optimally scheduled and deployed their people to deliver market leading customer service in line with service levels and budget parameters.

The main responsibilities are as follows:

  • Develop accurate forecasting models to deliver the business plan in driving efficiency focusing on effective work balancing activity
  • Provide in day and future scheduling plans and communicate to management and third parties
  • Provide constructive challenge to outsource partner plans ensuring plans are optimal
  • Maintain and develop optimal capacity/seating plans for the site/function for which they are responsible
  • Identify and develop planning tools and capabilities to meet the requirements of the planning function and wider business
  • Model the impacts of change projects ensuring future plans incorporate these
  • Collaborate with colleagues and other key stakeholders to achieve the required outcomes
  • Report on progress, presenting clear conclusions and recommendations for action where decisions are needed
  • Coach and develop the Planning Team to create a strong talent pipeline
  • Be responsible for the management of the call routing plans and supporting tools to support customer experience such as call back, queue buster
  • Support the review of the telephony and workflow requirements to improve efficiency and move to a blended channel environment

To be considered for the role you will need:

  • A strong track record of working within Resource & Planning Teams
  • Have strong communication skills (both in written and verbal communications)
  • Previous experience of managing a team of analysts
  • Experience of working across a wide group of stakeholders, understanding differing stakeholders’ needs and the ability to facilitate good outcomes
  • Experience of working across multi-site contact centres
  • Be organised, a self-starter and flexible
  • Have the ability to work under pressure and a fast paced environment

 

Customer Relations Manager

Closing date: 28 March 2017

Location

Coventry/Kenilworth

The Customer Relations Manager reports to the Operations Director and will be responsible for leading a team of Complaint Advisors and a Team Manager, engaging in the investigation, resolution and root cause analysis of complaints. The individual will ensure that the process is fully compliant, acting as a key point of contact for regulatory and industry bodies such as Ofgem, Ombudsman Services: Energy, Extra Help Unit and Citizens Advice Bureau. The individual will drive a right first time culture working closely with the Heads of Department and Customer Experience teams to improve customer service.

The main responsibilities are as follows:

  • Compliance and timely investigation and completion of Complaints
  • Reporting on trends in complaints
  • Key contact for complaints received via the Ombudsman Service: Energy and other consumer protection agencies
  • Validation of Complaint Regulatory Reporting
  • Key contact for Senior Management for resolution of complex cases
  • Root cause analysis of Complaints, developing suggestions for improvement
  • Chair regular complaints review meetings with Senior Management Team
  • Coach and develop the Complaints Team to create a strong talent pipeline
  • Monitor quality of responses ensuring that all issues are addressed reducing repeat and escalated complaints
  • Review proposed resolution of all Ombudsman cases and personal review of all deadlock letters
  • Responsible for the compensation and redress budget ensuring with guidelines and regulatory obligations

To be considered for the role you will need :

  • To have exceptionally strong communication skills (both in written and verbal communications)
  • A strong track record of leading Customer Relations teams within a regulated environment
  • Experience of working across a wide group of internal and external stakeholders
  • Be organised, a self-starter and flexible
  • Have the ability to work under pressure and a fast paced environment
  • Excellent understanding of relevant regulations for Energy and Telco industries
Metering Team Manager

Closing date: 24 March 2017

Location

Coventry

A leading independent energy supplier, focused on the prepayment domestic energy market, but now moving into the Credit market and going through a period of rapid expansion are looking for experienced Metering Manager to grow and develop our in house processes.  This will involve setting up a team, the day-to-day management of your team, working Industry processes and Process Improvement and ensuring we meet our Industry SLA’s.

The main responsibilities are as follows:

  • Create and develop a range of new and existing processes around meter reading
  • Scheduling call off
  • Managing the processes around Must Reads, Must Inspects, Policy meter exchanges
  • Managing the processes around failed site visits and failed readings

To be considered for the role you will need:

  • Detailed knowledge of the Energy Industry and its operations is essential
  • Previous knowledge of working within the metering environment would be desirable
  • Good Excel skills for reporting and presenting information
  • Excellent interpersonal skills with the ability to establish credibility and build relationships
  • Good verbal and written communication skills
  • Ability to create new processes
  • Ability to identify issues and drive action plans to improve business performance
  • Ability to identify process improvements to support business performance improvement
  • Able to prioritise within a busy challenging customer service environment
Operational Support Team Manager

Closing date: 24 March 2017

Location

Coventry

Economy Energy is looking for experienced Operational Support Managers to grow our in house processes.  This will involve the day to day management of your team, working Industry processes and Process Improvement and ensuring we meet our Industry SLA’s .

The main responsibilities are as follows:

  • Manage and developing the Operational Support Team clear routes for succession planning and staff development
  • Ensure Team are delivering to targets and KPI’s are meet
  • The teams will be working Electricity Flows for settlement, disputed Reads and Workflows
  • Process Improvement and Development

To be considered for the role you will need:

  • Proven track record in managing a team is essential
  • Detailed knowledge of the Energy Industry and its operations is essential
  • Excellent interpersonal skills with the ability to establish credibility and build relationships
  • Good verbal and written communication skills
  • Ability to identify issues and drive action plans to improve business performance
  • Ability to identify process improvements to support business performance improvement
  • Able to priorities within a busy challenging customer service environment

 

 

Data Analyst

Closing date: 28 March 2017

Location

Coventry

 

The Data Analyst will have operational duty to complete create insight on large quantities of data and transition into business development. This will cover developing processes for:

  • Registration
  • Meter Exchange
  • Change of Tenancy

The main responsibilities are as follows:

  • Prompt and efficient registration of all successful sales
  • Missing and Mismatching flows
  • Documentation and maintenance of all related business processes
  • Creating processes and tracking them end to end
  • Use reporting to ensure KPIs are met
  • Create insight and reporting on an ad hoc basis
  • Identify any gaps in the process and recommend solutions within a timely manner
  • Manage customer events, such as post a change of tenancy, that all flows and data have been received and the customers data is correct
  • Check and ensure that data has been received in line with SLAs and if not, manage the process to ensure this is done
  • Any other reasonable requests by management or Directors

To be considered for the role you will need:

  • Good Microsoft Office skills (especially Excel);
  • Ability to identify issues and drive action plans using a methodical and thorough approach
  • Innovation: always striving to make improvements to procedures or processes without compromising quality
  • Strong communication skills: Demonstrable ability to build and maintain long term relationships using both written and verbal formats
  • Confidence: Ability to make informed decisions and take action
  • Data driven approach: strong data analysis skills are required taking pride in making data-driven decisions and proactive in achieving results
  • Attention to detail and accuracy and the ability to meet tight deadlines
  • Able to cope with multiple priorities, pressure and changing environment
  • Diligent and dependable
  • Mature and professional attitude to work
  • Able to work as part of a team as well as individually

An additional advantage would be:

  • Effective organisation skills: Demonstrable ability to manage high volume workflows and effectively utilise tools for reporting and measuring performance
  • Knowledge of Industry
Compliance Analyst

Closing date: 24 March 2017

Location

Coventry

Economy Energy is looking to recruit a Compliance Analyst to join the Compliance team and support the ongoing function as the business grows. The role will help support and develop the internal audits and processes of the company as well as promote and build an effective compliance culture.

This role will work alongside the Compliance Team Manager, ensuring that the company is abiding by the code and standards set out by the Energy market.

The main responsibilities are as follows:

  • Providing day to day support to operational teams with questions and queries relating to compliance, regulations and the supply licence
  • Overseeing and managing internal databases and portals including document control and the compliance portal
  • Assisting in the design and implementation of processes and polices to ensure compliance within the company and within the wide industry
  • Undertaking periodic audits of the internal operations, providing recommendations for improvement to meet regulations and legislation
  • Assisting in responding to consultations and request for information from industry bodies, helping to source the correct information and liaise with the relevant departments
  • Analysing regulatory and legislative changes for the potential the impact on the company

To be considered for the role you will need:

  • Previous experience in a compliance/regulatory role is essential
  • Previous experience with auditing is essential
  • High attention to detail
  • Highly organised; of self and others
  • Able to analyse and interpret text into plain, simple language
  • Excellent communicate skills with the ability to communicate with all levels including stakeholders
  • Works well in a team as well as individually
  • High level of verbal reasoning
  • Articulate
  • Previous experience within the energy sector is beneficial but not mandatory
MIS Analyst

Closing date: 24 March 2017

Location

Coventry/Kenilworth

Reporting into the MIS Team Leader, this role will be responsible for creating and maintaining building Management Information Systems, Data Gathering, Data Management, Data presentation, Reporting Suites, Analysis and Project Support.

The main responsibilities are as follows:

  • Create reports for use in business decision making
  • Management and provision of information and data, working across departments to get accurate data
  • Collate data from multiple sources and organise into meaningful information
  • Working closely with senior management to assist them in monitoring day-to-day performance, highlighting potential improvements and identifying problem areas
  • Look into new and improved ways of reporting and displaying data that is easy to navigate and understand
  • Monthly Business Review and Board reporting

To be considered for the role, you will need:

  • PL-SQL, T-SQL and VBA experience is vital;
  • Experience integrating MS Office applications (advanced Access, Excel, Word is essential)
  • Ability to communicate at all levels (written and verbal)
  • Excellent organisational skills
  • Ability to problem solve
  • Preferred industry knowledge
  • Experience of analysing large volumes of data and the ability to produce MI reports as required
  • Accuracy and attention to detail
  • Ability to work in a pressurised, fast paced and changing environment, on own initiative and as part of a team
Sales Quality Assesors

Closing date: 24 March 2017

Location

Abbey Park, Kenilworth

The Sales Quality Assessors will report directly to the Sales Quality Manager.

The main responsibilities are as follows:

  • Quality check an agreed amount of calls (KPIs in place), from various campaigns that represent us. The information that the SQA provides must be honest, accurate and support best practice at all times in line with Industry Compliance Regulations
  • Responsible for identifying trends/patterns and feeding this back to the relevant Campaign Account Manager on a daily basis
  • Uploading their scores in to a daily tracker
  • Verifying customer’s details by phone to ensure our customers are dealt with openly and honestly
  • Regular audits in line with business requirements

What we’re looking for:

 The successful candidate must have the following skills and experience:

  • Excellent communication skills (both written and verbal)
  • Good telephone manner and the ability to handle calls in all types of situations
  • Excellent people skills, (dealing with Telesales Managers)
  • Outstanding attention to detail
  • Computer literate
  • Be highly organised, self-motivated and able to manage their own time
  • Have the ability to work under pressure and manage workload
  • Flexible as the role requires working shifts, including possible evening and weekend work
Payment Advisor

Closing date: 24 March 2017

Location

Coventry

The role

The responsibility of the role is to support the Payments Manager to maximise payments performance across a variety of payment methods.

The main responsibilities are as follows:

  • Resolving missing payment queries
  • Ensuring Direct Debits are set up correctly, solving any issues with the customer
  • Contacting customers with failed DD payments to understand reasons and work with customer to collect payment and/or re-instate DD
  • Reassess customer DD payment values taking into account actual energy usage, ensuring customers are paying the correct amount each month
  • Make outbound calls to customers to resolve payment issues
  • Reply and resolve queries sent by email

To be considered for the role you will need:

  • Excellent telephone manner with the ability to handle customer queries
  • Good verbal and written communication skills
  • Be computer literate with at least basic Excel skills
  • Good attention to detail
  • Organised and self-motivated
  • Ability to work under pressure and manage workload
Customer Service Advisors

Closing date: Ongoing

Location

Coventry / Kenilworth

Economy Energy is an independent energy supplier with over 200,000 customers and operates in highly regulated markets, working with regulators such as Ofgem, Elexon, SPAA etc.  With the great increase in the number of customers, our mission is to deliver exceptional customer service in a timely manner. The Customer Service Advisors report directly to the Contact Centre Team Managers.

The main responsibilities are as follows:

We have a variety of roles available for the right individuals, such as:

Complaints officers

  • Support the contact centre when needed
  • Answer complaint calls
  • Solve complex complaint queries and escalations

Inbound customer service advisors

  • Answer telephone queries
  • Make outbound calls to engineers / support centres
  • Reply and solve queries sent via email
  • Support with various queries (DD, cancelations, off supply customers)
  • Process Billing payments
  • Provide general energy advice and educate customers (tariff advice, plans available)

What we're looking for 

The successful candidate must have the following skills and experience:

  • Previous customer service experience
  • Excellent communication skills (both written and verbal);
  • Good telephone manner and the ability to handle calls in all types of situations;
  • Excellent people skills, (dealing with third parties as well as all employees);
  • Outstanding attention to detail;
  • Computer literate;
  • Be empathetic and understanding;
  • Be highly organised and self-motivated;
  • Have the ability to work under pressure and manage workload;
  • Flexible as the role requires working shifts, including possible evening and weekend work (between 8am and 6pm)