Energy Services Team
Salary: Band 6 - £21,841 - £25,481 p.a.
37 hours per week - full-time
What is the Role?
Working within the energy services team; the role comprises of a range of technical administrative tasks associated with the council’s utilities contracts, energy use and renewable energy generation, as well as customer service interaction with the general public.
You will be required to input data, prepare and process electronic invoices and keep databases up to date with accurate information as we continue to expand our business portfolio. The role is responsible for checking and validating utilities billing data, making payments, identifying errors and query resolution with suppliers, meter operators and other internal and external stakeholders. The post holder must be able to critically analyse data to spot trends and anomalies within complex data sets. Query resolution and billing support with clients and suppliers requires the post holder to be in daily email and phone communication with relevant stakeholders.
The post holder will be required to act independently on day-to-day enquiries within clear processes; and understand when to escalate issues to internal and external stakeholders where appropriate. The role will require the post holder to support larger projects.
There is also a Customer Service aspect to the role as the Energy Assistant must be able to confidently give advice on energy efficiency, fuel poverty schemes, minimum energy efficiency standards, grant funding and assist with queries on fuel bills. The post holder will be using phone, email and social media to respond to customer and contractor enquiries.
What is the team?
Portsmouth City Council’s energy services team is responsible for the delivery of capital projects related to energy efficiency and microgeneration, compliance, procurement and management of energy and fuel poverty mitigation programmes to help the city’s most vulnerable households. Within the Housing, Neighbourhoods and Buildings directorate, the team comprises energy professionals, energy officers, graduates and administrative support.
The Energy Assistant role will sit within the Utilities section of the team, which is responsible for managing the electricity, gas and water contracts for the authority.
Who is the Person?
The successful candidate should have experience and knowledge of the domestic and business energy sectors along with the passion for helping clients ranging from vulnerable domestics customers to larger corporate stakeholders. The ability to work in a customer-facing role is essential; with evidence of call handling and face-to-face customer engagement, ideally in the provision of advice about energy.
You must be keen to take ownership of a process or problem and work to a resolution. An ability to identify ways of resolving issues without regular input from others is important to the role.
The successful candidate must be a strong communicator; with the confidence to speak to clients and suppliers via phone or email. The ability to challenge when seeking resolutions to billing queries is an essential part of the role. The post holder must have excellent IT skills with particular competencies with standard Microsoft Office packages; and ideally with experience of using energy management software.
You must be able to work both independently or as part of a team. Strong organisational skills and the ability to manage their own workload is a must. The post holder will undertake a variety of tasks as part of the role, so they must be a fast learner and unafraid of a challenge.
Requirements of the Role
- Experience in a similar technical administrative role
- Excellent IT skills
- Excellent written and spoken communication and customer service experience
- Strong attention to detail
- Ability to input and analyse data
- Excellent organisational and prioritisation skills
- Experience of working in energy and utilities
- Experience with energy management software
- Invoicing and payments experience
- Experience in a project support role