Customer Service Associate

Job Title: Customer Service Associate

Location: London

Salary: Competitive + bonus

Job type: Permanent, Full time

About the Company

Limejump is an award-winning energy tech company, connecting customers to our in-house trading and data centres as we work to revolutionise the UK energy industry.

We are an ambitious company, looking to change the way businesses and consumers interact with their electricity. Following our acquisition by Shell New Energies in 2019, we are looking for talented individuals to support exponential growth against our sustainable goals. This is an exciting opportunity to join an independently operating, fully owned subsidiary of a globally established energy company and to become instrumental in challenging and changing the smart grid space. Our culture is shaped by individuals who want to make a difference every day and enjoy working in a collaborative environment.

The Role

We are looking for an energetic, diligent and hard-working Customer Service Associate to join Limejump’s Customer Service team.

In this role, you will be responsible for working with, supporting, and managing Limejump’s portfolio of renewable energy generators, to deliver an outstanding customer experience. You will be working alongside an energetic and dynamic team, in the heart of London, as part of a rapidly growing technology company which is at the forefront of disrupting an established industry.

Limejump has built a reputation for delivering beneficial change in the energy market and developing technical innovation to drive sustainability. We are committed to growing a world-class customer service team that will strengthen our relationships with customers and enhance their experience by dealing with a market leading energy supplier.

The ideal candidate will have a good knowledge and experience in a Customer Support/Experience environment and ideally has some experience in the energy industry either from working in the support team at a large supplier or one of the energy industry support companies (DNO, MOP, TSO, etc.)

This role will report directly to our Customer Service Manager and work closely with peers across the organisation.

What You’ll Do

• Work as a member of the wider commercial team, supporting our general customer base and offering frontline support across email, phone and live chat from our customer portal.
• Timely tracking and managing of escalations through to resolution and keeping customers informed throughout the process.
• Support our commercial and operational teams on information exchange structures with different departments.
• A good understanding of key customer support metrics (CSAT, NPS, First Response Time, etc) and ability to recommend improvement areas.
• Support the billing team in performing all related Ad hoc tasks each billing cycle.
• Perform daily and weekly Ad Hoc tasks as required by the department.
• The confidence to adequately manage and foster relationships from around the business and most importantly, your customers.
• Ongoing maintenance and update of our customer CRM and key processes within the department.

Key Requirements:

• A passion for Limejump’s vision of a sustainable future, and a commitment to our values
• Ability to own customer issues with excellent problem-solving skills
• Experience of using CRM (Ideally Salesforce) and Jira
• Experience using customer feedback tools is desirable but not essential
• 2+ years Customer Support experience in a customer support environment. Experience in the energy sector is a big plus
• Ability to provide seamless and high-quality customer communication through multiple customer channels
• Strong written and verbal communication skills and the ability to liaise with internal and external stakeholders
• Strong organisation and time management skills.

Benefits

• Competitive pay and an annual performance-based bonus.
• £1000 annual innovation budget to spend on self-development coupled with 10% time off work to do it.
• Private Medical Insurance with AXA PPP with £0 annual excess.
• 25 days annual leave…and one extra day for your birthday.
• Flexible working options to suit your personal life (including caring responsibility and/or your cultural background).
• Mental wellbeing support with Mental Health First Aiders and Employee Assistance Programme.
• Companywide lunch n learns, culturally diverse celebrations and other social events.
• Parental leave – up to 12 weeks paid maternity, adoption and shared parental leave.
• Subsidised onsite gym membership and weekly fitness classes.
• Cycle to Work Scheme – enjoy a carbon free commute on us!
• Life assurance and personal accident insurance.

Working Pattern

Limejump is following government guidelines closely as we continue to work remotely from home. Once colleagues are welcomed back into the office later in the year, we will be working off a hybrid model of 2 days office / 3 days from home.

Unfortunately, Limejump cannot offer 100% remote roles.

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience or job titles of; Customer Service Associate, Customer Associate, Customer Service Advisor, Customer Service, Call Centre, Customer Relations, Client Services, Customer Support, Customer Excellence, Contact Centre may also be considered for this role.