Industry Operations Agent - Registration Processing

Industry Operations Agent - Registration Processing

Apply for the Industry Operations Agent - Registration Processing role at Ecotricity.

Working within the Industry Operations Department, this position will improve customer and industry data integrity by ensuring all customers are onboarded and off‑boarded correctly, resolving disputed transfers and losses, and delivering exceptional customer service to internal and external stakeholders. You will also ensure that all vulnerable customers are correctly added to the Industry Priority Service Register. The department operates in a fast‑paced, ever‑changing environment that handles the scared read data held internally and across all industry bodies.

• Work through allocated industry exceptions as assigned by the Industry Operations team leader.
• Support in the reduction of backlogs to improve industry data integrity and ensure customers are correctly onboarded or off‑boarded.
• Resolve industry onboarding and off‑boarding exceptions to ensure all customers join or leave us in a Fit to Bill state.
• Provide escalation and operational support for the wider business on Erroneous Transfers, PS, PS (Priority Services), and DAP (Debt Assignment Protocol).
• Develop a comprehensive understanding of the whole customer journey and how industry data integrity is part of this.
• Liaise with other Ecotricity departments and third parties through the Industry Secure Data Exchange Portal (SDEP) to ensure a fair and timely outcome for customers and industry‑impacting problems.
• Feedback third‑party issues and delays to the Industry Operations Team Leader and 3rd Party Contract Manager for escalation.
• Contact customers and third parties outbound to ensure timely and effective resolution.
• Resolve high‑level exceptions created by various industry interfaces and erroneous activity.
• Other projects and ad‑hoc tasks deemed inline with the wider ongoing needs of the team, department, and Ecotricity mission.
• Deliver in alignment with agreed KPIs and objectives.
• Participate in monthly PDRs (121) and side‑by‑side sessions with the Industry Operations Team Leader to ensure continual development and quality outputs.
• Resolve complaints in a timely manner.
• Identify system or process faults and support the department with continuous improvements.
• Take ownership of customer disputes and deliver resolution in a timely manner.

• High level of computer literacy with experience of a CRM system, AFMS and Industry Databases, coupled with good knowledge of Microsoft Office 365.
• Able to prioritise workloads in line with department prioritisation, managing a range of tasks and processes.
• Multitask and remain calm under pressure.
• Methodlumataised and organised, ability to manage own workload within agreed prioritisation.
• Committed to continual improvement for yourself and teammates, contributing to process improvements and personal development.
• Proven effective relationship management both internally and externally.
• Experience working with third parties (MOP, DC/DA) is an advantage.
• Excellent written and verbal communication skills.
• High level of attention to detail.
• High level of numeracy, accuracy and problem‑solving ability.
• Excellent planning and organisational skills.
• Take ownership of queries through to resolution.

• Proactive, can‑do attitude and able to take a measured approach to workload management, delivering key targets within challenging deadlines.
• Self‑motivated with a strong work ethic, demonstrating a genuine interest in the industry and developing your own and your team’s knowledge.
• A proven record of adherence, meeting and working towards agreed KPI’s.
• Pride yourself on maintaining read data peligros across industry and internal systems.
• Treat customers and peers the way they prefer toảnh be treated.
• Work pro‑actively to find creative and innovative solutions.
• Be receptive to feedback and act accordingly.
• Exceptional team player who is open and respectful of others
  
  Variations.
• Engaging and motivated attitude and style.
• Flexible and adaptable approach to work.
• Live and breathe the Ecotricity Ethos.

• Healthcare plan, life assurance and generous…