Job Title
Customer Solutions Advisor
Line Manager
Cases Team Leader
Salary
£26,228 per annum (37.5 hours per week) with full training provided.
Working Hours
Monday to Friday, 7.5 hours between 0800–1730 (37.5 hours per week).
Following successful completion of a 6-month probationary period, you will be able to work from home on Mondays and Fridays (office-based Tuesday to Thursday).
Overview
The Case Management Team is the heartbeat of Indigo Swan. We drive success by being curious and exceeding expectations of our clients and partners. As a Case Manager, you will be responsible for dealing with our clients and their queries in a professional and timely manner, making sure we deliver on our promises and SLA.
Job Purpose
You will be integral to case management, investigating and resolving a range of cases to get the best results for our clients. Working with our sales and data teams, you will ensure the client journey is as smooth as possible, and we get the best outcome from any issues.
Using strong analytical skills to identify root causes and solutions to issues, you will need to be tenacious to achieve the right results. You will require strong negotiation and communication skills, including handling difficult or sensitive situations. You will regularly work with supplier statements, invoices and meter readings, using basic calculations to understand usage and sense check billing, so a solid grasp of basic maths is essential.
Finally, quality updates and case work are essential to this role, so real-life literacy, communication and numeracy skills are essential.
Main Responsibilities
Alongside the responsibilities below, you are expected to take full ownership of your cases, actively progress them, and use initiative to find solutions through all available channels.
- Promote Indigo Swan as a professional organisation at all times.
- Investigate and resolve challenging client and supplier queries.
- Work with our customers and suppliers 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.
· Provide clear and timely updates on cases so progress is visible to both clients and internal teams.
- Enter case updates onto our company CRM system in accordance with quality standards.
- 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.
- Deliver quality service to our clients, suppliers and the entirety of the company.
What type of person are we looking for?
We’re looking for someone who is naturally curious, proactive and willing to get stuck in.
You don’t need prior energy industry or extensive office experience as full training will be provided. What matters most is your attitude, willingness to learn and your approach to problem solving.
You do need to be comfortable with the basics of working in an office environment. This includes using email, speaking on the phone with clients and suppliers, and managing your workload day to day.
We’re looking for someone who:
- Takes initiative and doesn’t wait to be told what to do next.
- Asks questions and challenges things that don’t look right.
- Actively goes looking for answers, using colleagues, suppliers or their own research.
- Is comfortable picking up the phone to move things forward.
- Doesn’t give up when something isn’t straightforward.
- Reads through case history and understands context before acting.
- Can balance speed and quality, knowing when each is important.
- Is comfortable working with numbers and basic calculations.
- Can manage changing priorities and speak up when needed.
- Is confident challenging clients, suppliers and colleagues.
This role involves working with invoices, statements and meter readings regularly, so you must be comfortable with numbers. We can teach the industry, but we can’t teach basic maths, communication skills or a proactive mindset.
You don’t need to know everything, nobody here does. What matters is that when you don’t know something, you go and find the answer.
Development & Progression
This role offers ongoing development as you build experience and knowledge. Progression opportunities are available but not guaranteed and will depend on your strengths and the needs of the business.
Other information
- We work on a hybrid office / home basis, with Tuesday to Thursday being core office days for the entire company.
- Our company pension scheme contributes above the minimum legal requirement for employers.
- 27 days of holiday (based on full time hours of 37.5 per week and includes a Christmas shutdown) plus bank holidays each year.
- Additional leave for long service.
- Team rewards throughout the year based on performance and team social events.
- Monthly contribution to a wellness activity.
- A company culture that promotes a work-life balance.
- Lunch and learn sessions as part of our commitment for continued learning and development.
- We are an accredited Mindful Employer, you will have access to mental health support.
- One day a year to volunteer at a charity of your choice.
As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.
Please email [email protected] for an application form, or if you have any questions, please call Elizabeth Porter on 01603 542625 to discuss the position further.
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.
Pay: Up to £26,228.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Work from home
Ability to commute/relocate:
- Norwich NR2 1TF: reliably commute or plan to relocate before starting work (required)
Application question(s):
- In 1–2 sentences, why are you interested in this role?
Work Location: Hybrid remote in Norwich NR2 1TF
