Customer Services Executive

Administrator for the Energy and Water Customer Services team

Customer Services Executive

Responsible for the administration functions within a Customer Services Team, with a focus on day to day delivery of client focused tasks and assisting the designated Consultant/Delivery Manager with their duties.

Common Tasks

  • Setting up and validating new clients on in house systems
  • Review client estates quarterly for accuracy-check for additions / deletions
  • Standard reporting assistance (Cost Consumption/Site lists/Invoice queries)
  • Issue all client reporting in accordance with SLA’s
  • Dealing with additions and deletions (change of tenancies on a daily basis)
  • Ensure client Letters of Authority (LOA) are valid and up to date
  • Assist in the review of client ASC / MOP / DC / DA / AMR contracts and update systems accordingly
  • Update monthly strategic internal reports: Won /Lost/At Risk and OSB Business
  • Assist the Meter Read programme from mail merge email requests / to providing exception reports
  • Assist in the management of queries associated to the team’s portfolio
  • Maintain and update in house systems so they are up to date at all times
  • Maintain and update Client Management Team files and management reporting

Measurable KPI’s

  • Query Management – initial response to acknowledge query in writing, within 24 hours. (this is an email to confirm we have received the query and an update outlining initial review of issues and actions that need to be taken
  • To ensure all Change of Tenancies are actioned within the agreed timescales
  • To ensure all site additions are actioned within 24 hours of receipt
  • To ensure all client site lists are checked and updated quarterly with the client

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