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Careers

OneSelect is an energy supplier like no other. We pride ourselves on being able to offer a genuine, helpful and friendly service to all our customers. Excellent customer service is paramount to our customers, it’s something we pride ourselves on. If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a team of professionals, we invite you to apply online today. We are an equal opportunity employer. To find out more about any of the vacancies, please contact us on 012 7653 4681 or recruitment@oneselect.co.uk.

Company Benefits

As we are a brand-new business, we are still fully defining our range of company benefits. We are however, pleased to already offer:
• Competitive salaries
• Central location (3-minute walk from Reading railway station)
• 25 days’ annual leave
• Childcare vouchers
• Full training and support (where required)
• Career progression

Current Vacancies

To apply for these roles send your CV and cover letter to recruitment@oneselect.co.uk

Reporting to: Industry Operations Expert/Manager
Closing date: 07/11/17About the team and role
The industry operations team are a core part of the larger Operational department for OneSelect. The industry operations team is responsible for the full end to end registration process, metering and all other industry exceptions.

As we’re passionate about delivering a great service to all our customers, you’ll need to be passionate about this too. Taking ownership, fixing issues and problem solving is significant in this role.

Main Responsibilities
• This position will be exciting, fast-paced and varied – so you will need to be able to turn your hand to a number of activities. Although not an exhaustive list, these duties will include:
• Manage all inbound industry operations enquiries from internal teams and external parties for example other suppliers
• Overseeing the customer registration and industry exception processes
• Resolving all metering enquiries, including supporting with the SMART rollout
• Engaging with our metering agents, other suppliers, third party service provider and customers
• Supporting with our industry settlement obligations
• Any other activities which support the day to day operations

Required Knowledge and Experience
• Experience working in a back-office function, within an industry operations team is essential
• Experience of working to and meeting team and individual KPI’s
• Natural problem solver with strong analytical and numeric skills
• Experience of working in a complex and regulated environment
• Keen eye for process improvements
• Knowledge of, and experience in, the energy industry is essential
• Graduate or graduate calibre in any discipline

Your Personal Skills and Aptitudes
• Excellent and straightforward communication skills – both verbal and written and the ability to build strong rapport with internal/external stakeholders
• Ability to learn and use a lot of technical information in your day-to-day role
• Comfortable working with others to get the job done and owning the solution
• Great attention to detail and the ability to follow processes and scripts
• Excellent organisational skills and able to manage time effectively

Reporting to: Customer Care Team Leader/Manager
Closing date: 07/11/17About the team and role
As a team member at OneSelect, you will be the front line and voice of our business; answering inbound calls confidently and helping and assisting our customers with their queries. In addition to speaking to our customers, you’ll also be responding to email enquiries and liaising with the OneSelect internal operational teams. You may also ‘sign up’ new customers, welcoming them and introducing them to OneSelect. We would also expect you to be able to provide our current customers with energy savings tips, help and advice which will enable them to reduce their energy consumption and bills and save money!

You will be able to take responsibilities easily and not be afraid to ask for help if needed. Its key that you are a natural communicator too. Excellent timekeeping is essential and you must be a great team player and understand how your attitude and actions can impact on others around you, whether it’s your colleagues or OneSelect customers.

Main Responsibilities
• Respond to and resolve OneSelect customer enquiries through all channels (mainly telephone and email)
• Aim to resolve customers’ queries at the first point of contact, liaising with other internal departments to ensure an excellent resolution first time
• Interact with our customers compliantly; that’s important to us! (Working to internal and external policies and procedures goes without saying)
• Take complete ownership of any complaints OneSelect receive, following internal policy and procedures and ensuring our customers are kept up to date and informed right the way through the complaint, from instigation to resolution
• Meet and exceed KPIs, particularly telephone calls and emails
• Any other activities which support the day-to-day operation of OneSelect

Required Knowledge and Experience
• Experience of working in a customer care/service environment, that includes inbound telephone and email interactions with customers
• Experience of working as part of a team and on showing your own initiative within your team
• History of working alongside regulations and compliance
• Experience of working to processes and KPIs
• Preferably, knowledge of, and experience in, the energy industry (but that’s not essential, as long as you can show us your excellent communication skills and customer interaction, we are happy!)

Your Personal Skills and Aptitudes
• You’ll be an approachable, people person that is confident dealing with a wide range of customers
• You’ll naturally be someone who enjoys making other people’s lives a little easier by delivering great customer service always
• Excellent and clear communication skills; both verbal and written
• The ability to be able to have a conversation with customers, be a ‘natural’ talker therefore being able to build a strong rapport with your colleagues and our customers
• Ability to approach and handle any situation, calmly and professionally
• Ability to learn and develop your skills in your day-to-day role
• Excellent attention to detail and the ability to follow processes
• Excellent organisational skills and able to manage your own time effectively

Reporting to: Head of Operations
Closing date: 07/11/17

About the role
As the Customer Care manager, the most important part of your role is inspiring, leading and motivating a team of staff to ensure they’re giving the very best customer service possible at all times. This will be measured by meeting and exceeding any KPI and SLA’s that are set on both individual and team performance for call and email handling.

You’ll also be expected to champion and know our products, tariffs and company policies inside-out and be able to communicate/train them to your staff clearly and accurately.

Main Responsibilities
• Being responsible for the overall performance of the call centre, and all inbound customer communications
• Continually monitoring performance from all individuals, providing further training and guidance where needed
• Creating regular and ad-hoc reporting for your department, for both internal and compliance purposes
• Set a clear mission for your department and deploy strategies focused on achieving your objective(s)
• Further develop service procedures, policies and standards for your department
• Champion great customer service and manage customer expectations
• Continually seek-out operational improvements to ensure increased customer satisfaction
• Take ownership of customer issues and complaints, ensuring fast resolution
• Recruit, mentor and develop customer service agents and nurture an environment where they will excel through encouragement and empowerment
• Keep on top of industry developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve the qualitative and quantitative targets

Required Knowledge and Experience
• Proven experience working as a Customer Care/Service manager is essential
• Working knowledge of MS Office with proficiency in Word and Excel
• Excellent knowledge of management methods and techniques
• Awareness of industry’s latest technology trends
• Previous exposure to the utilities industry would be extremely preferable
• Ability to think strategically and to lead highly successful and efficient teams
• Strong communication and leadership skills
• Advanced troubleshooting and multi-tasking skills

Your Personal Skills and Aptitudes
• You’ll be a people person, confident dealing with varying levels of staff and stakeholders
• You’ll be someone who enjoys making other people’s lives a little easier
• Excellent and straightforward communication skills – both verbal and written and the ability to build strong rapport with people
• Ability to learn and use a lot of technical information in your day-to-day role
• Excellent organisational skills and able to manage your own time effectively

Reporting to: Billing Team Leader/Manager
Closing date: 07/11/17

About the role
The Billing team are an essential core part of the larger Operational department for OneSelect. The team are responsible for ensuring that all customers are billed accurately and on-time.

As we’re passionate about delivering a great service to all our customers, you’ll need to be passionate about this too. Taking ownership, fixing issues and problem solving is significant in this role.

Main Responsibilities
• Manage all inbound billing enquiries from internal teams, for example: refunds, re-bill requests and ad-hoc billing requirements
• Identify inappropriate or inaccurate customer bills, investigate and resolve within agreed SLA’s
• Monitor and amend any billing exceptions from the daily billing run
• Ensure that all billing procedures are compliant and followed
• Recognise any billing exception trends and escalate these where required
• Take responsibility for timely resolution of any complaints that are raised to the Billing team.
• Work in line with any KPI’s that are set around Billing performance
• Any other activities which support the day to day operations of OneSelect

Required Knowledge and Experience
• Experience of working in a back-office function, preferably within a Billing team
• Experience of working to and meeting team and individual KPI’s
• Experience of call and email handling
• Natural problem solver with strong analytical and numeric skills
• Experience of working in a complex and regulated environment
• Preferably, knowledge of, and experience in, the energy industry
• Graduate or graduate calibre in any discipline

Your Personal Skills and Aptitudes
• Excellent and straightforward communication skills – both verbal and written and the ability to build strong rapport with customers and internal/external stakeholders
• You’ll be someone who enjoys making other people’s lives a little easier by delivering a great customer experience
• You’ll be a people person, confident dealing with a diverse customer base through all communication channels
• Ability to learn and use a lot of technical information in your day-to-day role
• Comfortable working with others to get the job done and owning the solution
• Great attention to detail and the ability to follow processes and scripts
• Excellent organisational skills and able to manage time effectively

Reporting to: Head of Operations
Closing date: 07/11/17

About the team and role
We are looking for an ambitious individual who can naturally inspire and lead people, and who can create positive change within an organisation.
Reporting to the Head of Operations, the Billing and Collections Manager will need to build, grow and lead their teams to deliver vital business targets.

Main Responsibilities
• Meet and aim to exceed all SLA & KPI targets for your departments
• Being responsible for on-time, accurate and compliant billing
• Ensure the effective and ethical collection of domestic debt
• Continually monitor performance from all individuals, providing further training and guidance where needed
• Provide data-driven suggestions for change and improvements for your teams
• Create regular and ad-hoc reporting for your departments, for both internal and compliance purposes
• Set a clear mission for your department and deploy strategies focused on achieving your objective(s)
• Further develop service procedures, policies and standards for your departments
• Continually seek-out operational improvements to ensure increased customer satisfaction
• Recruit, mentor and develop agents and nurture an environment where they will excel through encouragement and empowerment
• Keep on top of industry developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve the qualitative and quantitative targets

Required Knowledge and Experience
• Proven experience working as a domestic Billing/Collections Manager or Senior Team Leader role is essential
• Ideally have experience managing high volume collections and/or billing activities
• Analytically-minded with great troubleshooting abilities and attention to detail
• Working knowledge of MS Office with proficiency in Word and Excel
• Excellent knowledge of management methods and techniques
• Previous exposure to the utilities industry would be extremely preferable
• Ability to think strategically and to lead highly successful and efficient teams
• Strong communication and leadership skills
• Advanced troubleshooting and multi-tasking skills

Your Personal Skills and Aptitudes
• You’ll be a people person, confident dealing with varying levels of staff and stakeholders
• You’ll be someone who enjoys making other people’s lives a little easier
• Excellent and straightforward communication skills – both verbal and written and the ability to build strong rapport with people
• Ability to learn and use a lot of technical information in your day-to-day role
• Excellent organisational skills and able to manage your own time effectively

 

Recruitment Process

We want our recruitment process to be as easy and supportive for you as possible. The image below gives a simple outline of OneSelect’s procedure to recruit new employees.

  • 01
  • Position is posted
All vacancies are posted on our website and with recruitment agencies.
  • 02
  • Applications are collected and acknowledged
Our HR team will inform you about the follow-up process.
  • 03
  • Applicants are short-listed
The first selection will be made based on your covering letter and CV. If your experience doesn’t meet our needs, you’ll receive an email declining your application. We aim to screen all applicants within a few days of the role closing, though at times this may take slightly longer.
  • 04
  • First Interview
If you are included on the shortlist we will contact you for an interview. For some roles, you may need to take an assessment. The assessment enables us to see how you would fit with OneSelect and the role you’ve applied for. The assessment includes exercises to measure reactions, interaction, personality and behaviours, and suitability for the job.
  • 05
  • Second Interview
This stage is a great opportunity for you to get a clear understanding of the role and how we work. Typically your interview will be conducted by the hiring manager and a OneSelect colleague. It is likely you’ll be asked to discuss your career highlights and aspirations; and to answer a series of competency based questions, that demonstrate your functional and technical skills.
  • 06
  • Position is offered
If you are successful, the hiring manager will verbally offer you the position. You do not have to accept straight away. Your offer letter and employment agreement will be sent to you electronically for you to review and sign.


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