Indigo Swan is an energy consultancy based in the centre of Norwich. We are looking for a passionate Case Manager to be part of the Case Management team providing administrative and customer support ensuring the smooth running of our processes and client management. You will be responsible for dealing with our clients, making sure that their cases and queries are dealt with in a timely manner. You will be responsible for ensuring that all our accounts are well serviced and internal and external SLAs are achieved.
You will play an integral part within the Case Management team, dealing with the most complex client queries daily. Typically, the queries you will investigate and resolve relate to energy supplier billing errors, electricity and gas meter reading issues or client disputes with their energy supplier.
You will support our sales team right from the first contact with the client and throughout the life of their energy supply contracts. You will be on hand to support our clients with any issues they have to ensure they are rectified to the best possible outcome.
Your analytical skills will be one of your strengths and the ability to analyse, often reams of, data (invoices and spreadsheets) effectively and efficiently is a must. Your written and spoken communication will be of a very high standard.
To become part of our award-winning team you will have experience in dealing with difficult situations, possess strong negotiation skills and know how to use diplomacy to source positive results to queries and complaints. Your tenacious nature will empower you every day to “fight the good fight” on behalf of our clients.
The Case Manager role is a specific job role within the Business. They will be expected to work flexibly across all areas.
Full training in all areas of the business will be provided. This will cover the energy industry, Indigo Swan’s processes and products, our clients and the company’s strategies.
Training will also cover the software tools we use including Indigo Swan’s CRM system to record information (Salesforce), and our Customer Portal, Pathfinder.
Note: This job description is designed to outline the main duties and responsibilities associated with the role but are not intended to be an exhaustive list of all duties performed.
This role requires a professional and friendly nature, a high level of attention to detail, good organisational skills and strong use of English and Maths . Indigo Swan additionally requires a sense of humour and a can-do attitude to fit into the culture of our organisation.
Experience of use of Microsoft Office, particularly with Microsoft Excel is also required.
While energy industry training will be given, the ideal candidate will have previous experience within the energy sector (not necessarily B2B case management) and be familiar with basic industry terms. All applicants should be able to demonstrate a desire to learn about the sector, and wish to progress their career in an interesting but challenging industry.
Opportunities for development within Indigo Swan will be based on your strengths and the business needs. There will be optional opportunities to get involved in company projects from time to time.
