About this role

Job Purpose

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.

Main responsibilities

  • Promote Indigo Swan as a professional organisation at all times
  • Investigate and resolve complex, difficult and challenging client and supplier queries
  • Work with our customers and colleagues to ensure we are achieving agreed SLAs on a daily basis
  • Liaise with the energy suppliers to make sure Indigo Swan gets the result the client needs when it comes to managing cases
  • Collate client energy usage data from energy suppliers via phone, email and online portals
  • Enter data onto our company CRM system in accordance with quality standards
  • Check and validate client energy bills, liaising with both clients and suppliers on any anomalies
  • Provide customer support within Indigo Swan, ensuring deadlines and internal requirements are met
  • Understand the roles within the team to assist when required
  • Assist the senior management team as and when required

The Case Manager role is a specific job role within the Business. They will be expected to work flexibly across all areas.

Tools and Support

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.

About You

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.