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Payments and Refunds Advisor
VN080
Permanent
Full Time
One of the biggest things we can all do to tackle climate change is switch to clean power. At Good Energy, we’ve been giving people that choice since 1999. We supply thousands of homes and businesses with 100% renewable electricity, sourced from local, independent generators. And, by working with our customers, generators and investors, we’re achieving our purpose of powering a cleaner, greener future together.

We’re now beginning an exciting new chapter in our story, which will see us explore innovative ways to help more and more homes and businesses use clean, renewable power. To do this, we need talented people to join us. And that’s where you come in. Join us, and become part of a team whose day-to-day work contributes to building a more sustainable world for us all.
You will be part of a highly focused team, responsible for ensuring that the FiT Levelisation payments are made accurately on a quarterly basis in line with Ofgems regulations.
As Payments & Refunds Advisor, you will be an integral part of the Customer Services Team, responsible for administering the Feed-In Tariff (FiT) payments to our generators and also providing refunds and payments to our supply customers as well as providing support and guidance to the rest of the customer service team and other departments on an ad-hoc basis.



In this role you will be helping to manage the refunds and payments processes, with tasks ranging from cheque production, creation of BACS files and daily Direct Debit files, processing failed and unallocated payments, maintaining customers’ bank details, dealing with customers’ payment queries by phone and email and other account administration.



The FiT payment cycle is quarterly with the supply process happening on a daily basis so you can expect peaks and troughs in the workload however you would be expected to be flexible and committed to getting the job done in the peak periods.



You'll be supporting Team Leaders to achieve targets by continually improving productivity, achieving KPI’s and resolving queries and issues alongside delivering a high standard of service to customers, proactively managing the customer experience. You'll resolve any concerns raised and when required escalate to the relevant individual or team, ensuring accurate record keeping internally and also with external parties.



Our Payments & Refunds Advisor role is varied and you will be involved in creating, maintaining and sending appropriate customer correspondence, coordinating large scale customer data collection and managing data exceptions and complex technical queries, providing feedback to customers to resolve issues as well as providing responses to queries from current and potential customers in a clear and logical manner, by phone and email.

 
You'll need to be customer focused and committed to delivering excellent service in a commercial environment. It's important that you have experience of delivering excellent customer service in a fast paced, complex environment and good knowledge of payment processes and associated practices as well as in depth knowledge and understanding of the Feed-in Tariff, Ofgem guidance and associated regulation.

We're looking for somebody with an excellent telephone manner who's also effective at non-telephony communications with the ability to work efficiently under pressure and has strong numerical skills.

You will be experienced using Microsoft Excel and Microsoft Access to an intermediate to advanced level and must take pride in delivering on commitments, have good time management skills and be able to proactively manage your own workload. You will have experience of working in a team environment. A flexible approach as there may be times when you will work across both FiT and Supply teams administering account processing and have excellent analytical and problem solving skills.

It would be a bonus if you had a passion for renewable energy and experience of working in a similar regulated industry.
Our Purpose: ‘Powering the choice of cleaner greener future, together’

Our Values:

Straightforward
We are straightforward in how we communicate with each other and get things done

Determined
We are determined and resilient, overcoming challenges to realise our purpose together.

Inclusive
We value people’s differences and recognise the strength they give us when we work together

Fair
In fulfilling our purpose, we aim to balance fairly the needs of our people with those of our customers, our shareholders and our futureholders.
Good Energy is based in Chippenham, Wiltshire. We’ve been here since the very beginning, and are busy planning a new state-of-the-art headquarters to call our future home. We’re just a two-minute walk away from the train station, with fast connections to Bristol, Swindon and the surrounding area.
28 Apr 2019
    
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