Job DescriptionPlease note we may not be currently recruiting in your area, the below is a template for the role for information. To see if we are recruiting in your area, or to register your interest in this role, please click the link at the bottom of this page.
The Smart Energy Expert will play a pivotal role in differentiating British Gas from its competitors by delivering first class customer service. They will ensure that the needs and expectations of the customer are met or exceeded first time every time, and that they receive a positive experience of British Gas.
With a clear focus on customer satisfaction and the commercial aims of the business, the SEE will be required to provide effective energy solutions to the customer through installing and maintaining gas and electric meters and relevant communication devices in both domestic and commercial premises, providing energy efficiency advice and generating leads for products and services that meet the needs of the customer.
Requirements1. Ensures the highest safety and quality standards are met and that personal and customer safety is maintained at all times. Pays attention to detail, striving for accuracy and ensuring mistakes are corrected quickly and effectively.
2. With minimum supervision, carries out meter installations, maintenance/repairs, upgrades and associated metering work, including relevant communication devices, complying with relevant legislation and industry codes of practice. Responsibilities also include emergency call outs for meter failures/faults, meter position alterations, accuracy tests, and the reconnection / disconnection / energisation / de-energisation of energy meters.
3. Positively engages customers on the features and benefits of their new meter, ensuring its functionality is understood. Ensures expectations have been met and the customer is fully satisfied with the work prior to departure.
4. Provides relevant energy efficiency advice to the customer. Is fully aware of the environmental impact of energy consumption on the environment and is able to articulate to the customer the impact and benefits of increasing energy efficiency and reducing energy consumption.
5. Engages with the customer to identify and generate leads for products and services that benefit the customer.
6. Differentiates our business through the delivery of exceptional customer service by listening and responding to customer needs and concerns and taking ownership of the situation.
7. Using available technologies views, retrieves and updates customer records to support the completion of daily work and output targets and actively ensures that all data collected is accurate.
8. Replenishes and manages stock and other tools and equipment, ensuring availability to meet customers’ needs. Manages waste in a responsible and timely manner in accordance with relevant legislation and procedures.
9. Cascades feedback received from customers to enable the business to review/amend its processes in order to meet customer demands/expectations.
10. Supports new and/or less experienced members of the team and provides constructive feedback in order to support their learning and development.
11. Deals positively with customer complaints, quickly resolving these in the most cost effective way whilst also ensuring that high levels of customer satisfaction are maintained.
12. Refreshes knowledge and skill-set by attending technical and procedural updates, adopting and applying new skills and working practices to enhance safety, customer satisfaction and efficiency.
13. Meets growth and productivity targets set by the business.
ResponsibilitiesFirst impressions are essential to winning the hearts and minds of our customers. The actions, appearance and behaviour of the SEE will play a key role in differentiating our service from that of our competitors.
The SEE will operate in a field based environment and be highly self sufficient and self motivated. They will live and breathe the BGSE core values, strive to exceed standards and targets, and work both flexibly and smartly to deliver a first class customer service.
The jobholder will focus on the customer by listening and responding to their needs and concerns and providing professional and relevant advice on the work they’re about to undertake and the products and services available. The job holder will manage all customer relationships with integrity, ensuring the commercial aims and objectives of British Gas are met.
The jobholder will be required to build and maintain positive working relationships with their team colleagues, manager and their colleagues in the BGSE centre.
The SEE will operate from home and be equipped with a branded van, hand held terminal, tools, uniform, consumables, meters, communication devices and home display units to enable the installation and maintenance of meters. Personal pride and care will always be taken with equipment, ensuring its safe use and storage, with periodic recharging in the home as required.
The SEE will be expected to share their experience, knowledge and skills with their colleagues to share best practice, and develop and support their team.
The IndividualValues & Behaviours
Takes Pride in what they Do
- Manages Relationships. Manages relationships by acting with integrity and communicating clearly and effectively. Relates easily with people from different cultures and backgrounds and builds rapport with a wide range of people. Actively encourages others to participate in team activities and supports other individuals in the team.
- Manages Self. Demonstrates confidence in own ability, is self sufficient and takes ownership of work. Maintains a good understanding of their own performance and takes responsibility for personal development. Takes on new challenges, to stretch and grow personal performance.
Wears their Customers’ Shoes
- Focuses on the Customer. Focuses on the customer by listening and responding to their needs and concerns regarding their meter, and providing professional and accurate advice on products and services and energy efficiency. Strives to resolve difficulties and takes ownership for seeing issues through. Remains resilient, calm and patient in the event of a difficult situation. Seeks to continually improve service levels to customers.
- Learns & Shares Knowledge. Actively seeks regular feedback and learns from own experiences and from colleagues. Cascades feedback received from customers to improve processes. Seeks opportunities for gaining knowledge or experience. Gives feedback and willingly shares knowledge with their team.
Keeps their Promises
- Delivers Results. Delivers results by paying attention to detail, striving for accuracy and ensuring mistakes are corrected quickly and effectively. Adheres to processes and procedures. Demonstrates a proactive approach to improving own performance against targets.
- Organises and Plans Ahead. Is efficient and uses time effectively. Ensures they meet deadlines, understanding impact of timescales to the customer and business.
Keeps it Simple
- Adapts to Change. Receptive and open-minded to change, and adapts effectively to changing culture, systems and procedures.
- Focuses on Solutions. Recognises problems and causes, and understands immediate consequences of actions. Applies logical thinking to work a problem through and generate possible solutions. Takes decisive action to resolve problems.
Other (Knowledge & Skills):
Exemplary attitude to health, safety and the working environment at all times
Excellent communication skills along with an ability to generate leads for products and services which match customer requirements
Possesses advanced technical skills in order to install and maintain domestic gas and electric or commercial gas or electric meters and any relevant communication devices. For gas metering, work to the highest safety and quality standards required by the Gas Safe Register through attained accreditation. For electricity metering, work to the highest safety and quality standards required within the electricity metering industry through attained accreditation i.e. MOCOPA equivalent standards Ability to use tools, equipment and personal communication devices/computers
Sound knowledge of energy efficiency processes and practices, the energy market, and our business, products and services
Fit for working outdoors in all weathers
NOTE: This job description is designed to outline the main duties and responsibilities associated with the post but are not intended to be an exhaustive list of all duties performed.
Benefits
· Salary – £13,000 whilst training, rising to £16,000 after 22 weeks then £18,400 after successful support & monitoring period
· Specific areas in London will attract an allowance of up to £2,000, on successful completion of training
· On target earning bonus of 12% (OTE) of base salary paid quarterly
· British Gas Van
· Mobile Phone
· Full training
· Pension scheme
· Company share schemes
o Sharesave
o Share Incentive Plan
· Flexsa Benefits – 3% of base salary
· Paid holiday entitlement
· Discount given on Centrica products
· Great career prospects
To see if we are recruiting in your area or to register your interest please click here.