Current Vacancies

Powershop Agent


Location: Birmingham





You’ll be in close contact with our customers, so you’ll need to be a great conversationalist and take pride in the outstanding service you provide. You’ll also be liaising with industry third parties to ensure the smooth and timely operation of all Powershop back office processing.   We’re always looking for ways to improve, so you’ll bring unconventional thinking and be naturally curious about how to make things better for our customers.



What you’ll be doing:


• Have amazing conversations with our customers to ensure all account queries are resolved in an efficient, timely manner

• Enthusiastically process sales and sign-ups for new customers

• Liaise with third parties (such as network companies and external metering agents) regarding matters such as outages and site visits

• Proactively identify and resolve both customer and operational issues

• Escalate any appropriate contacts to the direct management team or other business units as required

• Process operational exceptions, and manage both internal and external communication within industry/company SLAs

• Accurately maintain Powershop customer databases

• Identify, and follow up on, any revenue opportunities within the scope of Powershop customer contact

• Communicate effectively within the Powershop team, and with appropriate stakeholders, to support the Powershop culture

• Demonstrate a clear understanding of PSUK operational processes and assist with reporting as required

• Use super sleuthing techniques to continuously improve the customer experience as a whole

• Manage customer complaints within company and industry guidelines

• You’ll also get involved in other activities and duties as required




You’ll be able to demonstrate:


• Some experience in customer service business

• A true passion for the customer service industry

• Strong phone contact handling skills and active listening

• Ability to adapt/respond to different types of customers

• A reasonable level of computer literacy

• Exposure to steep learning curves

• Self-motivated and self-assured

• High sense of urgency and multitasking skills

• Great communication skills, both verbal and written