– Building and maintaining great relationships with third parties, including a number of supporting charities and the ombudsman, to work collaborative to identify beneficial ways forward for the customer – Working within Rebel’s framework of processes to ensure regulatory requirements are adhered to, whilst feeling able to make decisions that are right for the customer showing an ability to adapt your approach to customer need ![]() – Sharing knowledge and feedback with other customer facing colleagues to enhance their knowledge and the service we offer to our customers Evaluating their vulnerabilities and assessing how we best support these customers – Understanding customer circumstances and how this impacts their relationship with Rebel Energy. – Investigating and responding to customer complaints by identifying the root cause and managing the customers expectations through to resolution – identify / resolve / forward fix approach – Compiling and sharing improvement opportunities identified from customer cases handled with the aim of preventing future instances of issues for other customers – Has a real problem solving and solution focused mentality, being the type of person who just wants to get to the real root cause of the problem and work out what the best solutions might be for the customer, whilst also being able to explain your investigation findings in a non-jargon way so that the customer understands This will involve the ability to handle complaints as well as providing empathetic and clear support to customers experiencing challenging life events – Acting as a point of escalation, responding to customer calls, emails and chats where the customer needs an additional level of support. – Comfortable working in an entrepreneurial environment where we learn and grow together – Ideally has experience of the energy industry, but if you don’t have that yet you’ll need a desire to learn and be able to apply your learning in the role – Has experience of resolving customer questions and issues, handling customer objections and supporting customers in difficult circumstances – Can demonstrate great verbal and written communication skills, with an ability to understand customers and their circumstances, consider the options available and share these in a way the customer will understand – Is able to manage multiple activities and priorities according to customer and business need – Has a desire to offer customer service excellence and always looking for ways to improve customer experience through continuous improvement suggestions – Has flexibility to take on various specialist customer support responsibilities, including handling customer complaints and supporting vulnerable customers – Has a real problem solving and solution focused mentality, being the type of person who just wants to get to the real root cause of the problem, whilst also being able to explain your investigation findings in a non-jargon way so that the customer understands – Enjoys working in a customer contact environment and loves being able to help customers, especially those who are in more difficult situations who need a more tailored approach – We invest in community-led carbon-removal projects in the UK.Īfter a hugely successful crowdfunding campaign (we believe one of the most successful pre-revenue raises on Crowdcube), Rebel is looking for brilliant colleagues who want to be part of something unique. – We want to end fuel poverty in the UK, so we offer unique tariffs and innovative pricing structures for people who are struggling. And even though we supply gas, we’re working towards a future without fossil fuels. – We supply 100% renewable UK-generated electricity. As a pending Benefit Corporation, our principles are written into the legal structure of the business. We’re lean, customer-focused, powered by industry-leading automation, and a champion of social justice and colleague wellbeing. So we’ve rebuilt the energy company from the ground up. For our customers, our colleagues and the environment. Our goal is to be the best possible energy supplier in the country. Rebel Energy supplies clean, affordable energy to households in the UK. ![]() If you think this job feels right, we want to hear from you. Note: Don’t worry if you don’t tick all the boxes.
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