Utilities SME Advisor

Ascensos is an award-winning omnichannel contact centre dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that's what we deliver. We help brands, and their customers stay in love.

Whether it's clients or colleagues, delivering with a personal touch is truly important to us. We work with a diverse range of well-known retail brands, across many sectors, including ALDI, River Island, Selfridges and KFC.

We're proud of our team and are always looking for new members with similar talent and enthusiasm to deliver award-winning customer service.

Every customer conversation is different, and we're looking for people who thrive on that variety. As a Utilities SME Advisor, you'll confidently guide business customers from start to finish in a single interaction, understanding their needs and resolving queries with care and clarity.

You'll be comfortable handling a range of tasks, from taking payments to arranging appointments, while building genuine rapport with the customer behind the account.

If you're ready to step up your game and bring a positive, solutions-focused approach to every conversation, you'll fit right in with our supportive team of Energy Specialists.

We're customer-obsessed and we want you to feel the same. From day one, you'll receive full end-to-end training that introduces you to our brand, the energy industry, and your role as a Utilities SME Advisor.

Your 6-7 week training programme blends interactive classroom sessions with live call experience, ensuring you feel confident and fully supported before taking ownership of customer conversations. Experience in the energy industry, particularly within SME, would be beneficial but isn't essential.

Our typical shift pattern involves: 40 hours within the week, Mon-Wed 13:30pm till 22:00pm, Sat and Sun 11:30am till 20:00pm (UK time).

Your role can include, but isn't limited to:

Your role is varied and customer-focused, giving you full ownership of each interaction from start to finish. You'll be equipped with the tools and support needed to resolve queries confidently and deliver a seamless experience every time.

You can expect to:

• Handle inbound customer queries, with some outbound contact where needed to resolve cases.
• Manage follow-ups via email to ensure every query is fully resolved.
• Take ownership of complaints, understanding and applying our CHP guidelines.
• Support customers with payments, including setting up direct debits and taking payments securely.
• Have empathetic affordability conversations and create suitable payment plans for customers in debt.
• Identify and record customer vulnerabilities, ensuring the right support is provided.
• Set up new customer accounts for those moving into supplied properties.
• Carry out credit checks, provide tariff quotes, and support renewals.
• Book appointments for metering issues and promote smart meter installations, handling any objections.
• Fully manage emergency call-out situations, including resolving off-supply meter cases.

This is an end-to-end role where no two conversations are the same, and where your ability to support, guide, and problem-solve will make a real difference to customers.

We believe that happy people keep people happy, so we're looking for people who have excellent interpersonal skills and strong analytical skills as you will be expected to deal with a range of customer queries.

We're delighted to drive innovation on-site day after day, so it's a plus if you're inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We think big and we're looking for team members who think bigger, achieve more and work smarter. Full training will be provided, but we want to hear from you if you have the following skills!

• Minimum of 12 months SME utilities customer service experience both voice and back office, which will help you greatly in understanding the unique differences in our brand and role.
• Outgoing with a can-do attitude.
• Willingness to learn and to try something new.
• Hands on approach, curious and inquisitive nature.
• Agreeable, inclusive and able to apply attentive listening and ask open questions.
• Can show empathy and take the time to build rapport.
• Speak English fluently, as well as write.
• Can use a Windows 10/11 based PC, specifically to write and receive emails and a good understanding of Google Chrome.
• An idea of what Quality Assurance means.
• Ability to change role and pick up something new, embrace newness.

We recognise the unique contributions of everyone in the team; it's what drives our success. And we celebrate talent. That's why there's a huge focus on career development and recognition at Ascensos.

As an Equal Opportunity Employer, we pride ourselves on hiring local talent and offer a range of employment opportunities designed to fit a variety of lifestyles. You will be welcomed into an inclusive, diverse and fun environment where delivering excellent customer service, career development and fun Fridays are the norm.

We'll tell you all about it during your interview!

• Full training & support.
• Medical insurance after 6 months.
• Up to R1000 performance bonus.
• Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
• Access to our Learning & Development Talent SPA.
• Employee of the Month Awards.
• A diverse and inclusive working environment.