Job Description

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Primary Responsibility

To Process back Office Transactions for UK Energy Customers

Brief Overview of the Process

The UK energy market is deregulated, enabling customers to choose their energy supplier for both gas and electricity.

British Gas is moving towards servicing a customer\xe2\x80\x99s needs across products, as customers can now choose to manage their products through a single bill and single payment options. You will now be expected to manage customer payment schemes across both gas and electricity. This process involves the following key activities

To manage transactions for gas and electricity customers. You will be routed exceptions around creating, amending and terminating payment schemes, such as refunding a customer payment scheme

Responsibility for handling bank queries and resolving them with the bank

Performance Parameters

SLA metrics \xe2\x80\x93 Productivity, Speed, Accuracy

Relevant Table F metrics

Attendance

• Schedule Adherence

Role Responsibilities

Ensure that the process transactions are processed as per Desktop procedures

Ensure that the assigned targets are met in accordance with SLA and Internal standards

Ensure that the quality of transaction is in compliance with predefined parameters as defined by Process Excellence

Ensure adherence to established attendance schedules

Ensure adherence to Company Policies and Procedures

Primary Internal Interactions

AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.

Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance

CCEs (Team Members) for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.

Subject Matter Expert for the purpose of work thread related issues and escalated transactions

QCA for the purpose of feedback and audit

Trainers for the purpose of Pre-process and Process training

Primary External Interactions

Escalation teams at the client end for the purpose of seeking clarifications & answering queries

SME / Trainers at the client end for training

Minimum Qualification

Graduation from a University or Government-recognized private college degree program or 15 Years of education including a diploma of three (3) years or more from a Government registered and nationally recognized educational institution providing diplomas in the hospitality, tourism, travel industry etc.

Minimum Experience

Candidate should have a minimum of One year of work exp, preferably in environment and a job which involved some investigation, understanding of the problem at hand.

Technical Skills

Good Computer navigation skills

o Ability to use the Desktop Computer system

o Basic IT & familiarity of Operating Systems (Windows 95/98/2000/NT/XP)

o Basic Knowledge of using Internet, Web Browser, Search Engine etc

Good typing speed

Process Specific Skills

• Knowledge about Utilities industry in UK

• Knowledge about UK Culture

• Systems Knowledge

• SAP, AW etc
• Login Procedures to various applications like -> SAP

Soft Skills

Decision Making

Investigative and inquisitive approach to aid decision making

Data Gathering

Gathers relevant information from a variety of sources (different systems), understand sequence of events to aid in identification of the key issues

Problem Solving

Generates various solutions to problems and then selects the most appropriate

Customer Service Focus

Identifies and understands (internal or external) customer\xe2\x80\x99s needs and strives to provide a world-class service

Business Awareness

Understands the business how to implement business initiatives to maximise our competitive advantage

Teamwork

Works effectively with teamwork to accomplish goals, takes action that respects the needs\xe2\x80\x99 of others & those of the organisation

Managing Self

Plans, priorities and schedules own work to ensure timely completion

Adaptability

Maintains effectiveness despite changes to situations, tasks, responsibilities, and people

Work Standards

Sets own high standards of performance

EXL Service