Jobs
Nuon is een jong bedrijf dat snel evolueert. Dit betekent volop kansen, uitdagingen en carrièremogelijkheden voor mensen die samen met ons de markt verder willen veroveren. Daarom zijn we voortdurend op zoek naar enthousiaste medewerkers vol positieve energie. De lijst met openstaande vacatures vind je hieronder. Misschien staat de job die je zoekt niet in ons vacature-overzicht, maar ben je wel zeker dat je bij Nuon wilt werken. Stuur ons dan een spontane sollicitatie.
Stuur vandaag nog uw cv met uitgebreide motivatie naar Nuon Belgium N.V., t.a.v. HR-afdeling, Medialaan 34, 1800 Vilvoorde. Of verzend een e-mail naar jobs@nuon.be
Online Communication Coordinator
POSITION AND ENVIRONMENT / Purpose of the position
Nuon Belgium provides electricity, gas and energy-related services to large corporations, mid-size companies and small users, both professional and residential, thereby serving more than 350.000 clients around Belgium today and allowing users the right to chose. With over 8% market share in Flanders and 5% in Belgium, Nuon is the largest alternative supplier in the Belgian market, and as such the 3rd largest player.
Nuon in Belgium is an open, young, dynamic and fast growing organization that offers its employees a team environment with many opportunities to grow and develop.
The company’s Belgian headquarters are based in Vilvoorde and the company’s CEO is Ms. Roberte Kesteman.
JOB RESPONSIBLITIES
The Online Communication Coordinator is responsible for online marketing campaign management, including digital communication towards clients/prospects (digital newsletters, e.mailings,…), analysis of results, budget follow-up,…. He/she serves as a liaison between the Marketing Communication and the Web department, provides support to Sales, Care and Customer Service and works with external (web and advertising) agencies. The Online Communication Coordinator also works closely with the departments Marketing, Market and Customer development, and is part of the Marketing Communications team within the Retail Business Unit.
Principal accountabilities for this position are:
- Contribute to campaign briefings and translate it into a realistic online communication plan
- Prepare briefings and coordinate agencies on the various e-communication initiatives (such as e-newsletter, e-mail, landing pages, web)
- Monitor brand consistency and use of corporate guidelines in all e-communication
- Analyze, evaluate and optimize the success rate of online campaigns
- Offline support in communication flow, when online is the primary promotion or response channel
- Manage budgets and do close follow-up
- Supporting the Marcom department in all integrated communication activities
- Content management: build, manage and develop content for segmented communication channels
- Recognize opportunities for traffic building driven by various online and offline channels and/or partnerships
- Provide support in implementing new media initiatives
LANGUAGES, SKILLS, KNOWLEDGE AND EXPERIENCE, EDUCATIONAL BACKGROUND
- University degree or equivalent through experience
- Minimum 3 years of work experience in online communications, either at an advertiser or at an agency
- Knowledge of new media, web technologies, CMS and web analytics, e-mail platforms
- Bi-lingual French/Dutch and able to communicate very well in English
- Knowledge of Microsoft office tools
- Autonomous and assertive, thinks through matters independently and comes up with valid solutions
- Project manager, works in an organized and structured manner, and can involve the right persons from different departments for his/her projects
- Perfectionist with attention to details, precise in his/her work approach and in completion of outstanding actions
- Direct and no-nonsense personality who’s trustworthy and communicates in a transparent manner
- Result-oriented to work in a focused manner towards his/her objectives
- Sociable and communicative to interact with different type of persons
- Creative and entrepreneurial to come up with new, innovative ideas and make sure that these get implemented
- Analytical, has good insight and can work with numbers
- Flexible in accepting different types of tasks, and also in terms of working hours
- Strong written communication skills to develop and place online texts and content
If you are interested in working for a young and dynamic organization that strongly values teamwork, independence and continuous learning, please send your resume together with your motivation to M18 Executive Search (Tel: +32 3 242 09 00 / Fax:+32 3 242 09 09) or by e-mail to info@M18.be.
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Campaign expert
POSITION AND ENVIRONMENT / Purpose of the position
Nuon Belgium N.V. was founded in 2002 at the occasion of the liberalisation of the energy markets. The company supplies gas and power to its retail and business customers and helps them to reduce their energy use. With more than 340.000 customers and 550.000 connection points, Nuon Belgium is the most important challenger on the Belgian energy supply market. The company is located in Vilvoorde and employs about 150 people.
The Retail Care department is responsible for the execution of the retention and value strategy towards our customer base. Our main goals are to limit customer churn and to boost customer value by up- and cross-selling. We are part of the retail organisation and determine the retention and value strategy in close collaboration with the marketing department.
OBJECTIVES
The campaign expert implements the campaign briefings that were developed in collaboration with marketing. He/ she creates the scripts, selects external call centers, trains the call center agents and closely monitors the campaign results. He/ she is responsible for achieving the agreed KPI’s for all outbound campaigns.
JOB RESPONSIBLITIES
The campaign expert will be responsible for realizing the KPI’s set for each campaign and for monitoring the campaign budget.
The campaign expert will among others be responsible for the following activities
- Translate campaign briefing to compelling training material/ call scripts
- Select (external) call center most fit to execute campaign
- Train call center agents and monitor performance
- Pay regular visits to external call center(s)
- Report campaign results and take corrective actions when needed
- Realize the maximum result with the given campaign budget
- Negotiate best possible conditions with external call centers
- Propose additional campaigns based on day to day experience in the field
LANGUAGES, SKILLS, KNOWLEDGE AND EXPERIENCE, EDUCATIONAL BACKGROUND
- A bachelor degree or equivalent experience
- Experience in call center management (direct or indirect)
- Excellent communication and interpersonal skills with an ability to liaise with people at all levels internally and externally
- Experience with loyalty strategies is a big plus
- Experience in the Belgian energy market is a plus
- Customer oriented
- Commercial flair
- People first philosophy
- Entrepreneurial spirit
- Analytical
- Bilingual (Dutch – French)
- Good resistance to stress
- Problem solver
- Good knowledge of Microsoft Office tools
If you are interested in working for a young and dynamic organization that strongly values teamwork, independence and continuous learning, please send your resume together with your motivation to HR, Medialaan 34, 1800 Vilvoorde or by e-mail to jobs@nuon.be.
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Business Specialist
POSITION AND ENVIRONMENT / Purpose of the position
As Business Specialist you are responsible for (re)-engineering the business processes within the chain Care which is part of Reatil of Nuon Belgium. You contribute to the reduction of churn (Commercial & Move)
The Care Business Specialist reports to the Care manager.
JOB RESPONSIBLITIES
- Analyzes and maintains the Business process flows and working methods;
- Ensures continuous updating of process documentation (flow chart, meeting minutes and follow-up, working documents, intranet communication, knowledge base);
- Uses the efficient process communication tools to increase process awareness through the whole the Chain;
- Manages the work of projects to achieve agreed results within time, cost and specifications;
- Conduct feasibility studies and follow-up the various phases of the project, aware at any time of the status
- Analyzes issues and takes corrective actions where needed, escalates blocking issues to Operational line management or IT.
- Defines in corporation with marketing commercial campaigns on the client database
- Coordination of commercial campaign with external call-centers
- Follow-up allocated budget when campaign is in progress
- Follow up return on commercial campaigns
- Provide feedback to all stakeholders
- Undertake corrective actions if necessary
LANGUAGES, SKILLS, KNOWLEDGE AND EXPERIENCE, EDUCATIONAL BACKGROUND
- Analytical
- Team Player
- Problem Solving
- Flexible
- Negotiation
- Time management
- Helicopter view
- Continuous improvement reflex
- Proactive
- Presentation
- Master or relevant experience in a customer service/marketing environment
- Knowledge of MS Office, 6 months to 2 years experience in Business Process or Project management, ISO certificate or SOX methodology is an asset
- Languages : Eng - Fr – Nl (written + verbally)
If you are interested in working for a young and dynamic organization that strongly values teamwork, independence and continuous learning, please send your resume together with your motivation to HR, Medialaan 34, 1800 Vilvoorde or by e-mail to jobs@nuon.be.
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Business Process Analyst
POSITION AND ENVIRONMENT / Purpose of the position
Business process management (BPM) is a management approach, focusing on aligning all aspects of the organisation with the expectations and desires of the organisation’s customers. It’s a holistic approach that promotes efficiency and effectiveness, while striving for innovation, flexibility and integration with technology in parallel. BPM aims for continuous process improvement. Therefore, it can be described as a process for process optimization. BPM allows the organisation to be more efficient, effective and flexible than a typical hierarchical organisation.
JOB RESPONSIBLITIES
Objectives of BPM:
- The Business Process Specialist will play an important role in structuring, standardizing, automating and professionalizing the fastly growing B2B department, that faces giant challenges regarding company and customer expectations.
- The Business Process Analyst is responsible for all KPI’s within all process domains that impact our customers or the revenue they generate. He/She takes concrete measures and decisions in order to reach set goals and targets.
- The Business Process Analyst ensures that, for all processes that he/she is responsible for, added value is optimized towards users, the organization and the customer base.
Activities
The Business Process Analyst will build bridges between his commercial business unit and the operational supporting unit(s). Amongst others, this task includes:
- Recommend and implement process improvements, based on available customer insights or others or own analysis.
- Making decisions in those process domains for which the Business Process Analyst is responsible. These processes and related decisions have a clear impact on the customer, his satisfaction and/or his value to the organisation.
- Documentation of business processes by using BPM methodologies
- Project management and budget follow-up (of mainly customer oriented projects)
- Follow-up on SLA’s (service level agreements) that were agreed upon with operational supporting units
- Continuous follow-up and improvement of the quality management system related to ISO 9001 certification.
- Reporting: collecting information for reporting, statistics, analysis regarding own projects and towards the Business Process Manager, Care Manager, Marketing Manager and/or Sales Manager.
PROFILE
- Fluent in Dutch, French and English is a requirement
- At least 2-3 years experience in the field of BPM or process related activities (high level process design, operational process implementation, …)
- Experience in the energy market is a plus
- Communication skills, both verbal and written
- Experience in project management (and knowledge of project management methodology)
- Knowledge of quality management systems is a plus
- Hands-on experience with MS Office
- Reporting skills
- Bachelor degree, or equivalent through training or experience.
- Easily switches from thinking to doing
- Result driven & task oriented
- Capable of drawing the strategic picture and likes to be involved in the actual implementation afterwards
- Manages to build bridges between a diversity of people, disciplines, and ideas.
- Customer focus and proactive
- Commercial feeling
- Accurate, analytical ability
- Autonomous
- Stress-resistant, flexible, persevering
If you are interested in working for a young and dynamic organization that strongly values teamwork, independence and continuous learning, please send your resume together with your motivation to HR, Medialaan 34, 1800 Vilvoorde or by e-mail to jobs@nuon.be.
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Marketing Communication Coordinator – aquisitions
POSITION AND ENVIRONMENT / Purpose of the position
Nuon Belgium N.V. was founded in 2002 at the occasion of the liberalisation of the energy markets. The company supplies gas and electricity to its retail and business customers and helps them to reduce their energy use. With more than 320.000 customers and 510.000 connection points, Nuon Belgium is the most important challenger on the Belgian energy supply market. The company is located in Vilvoorde and employs about 150 people.
/ Nuon Belgium is a subsidiary of n.v. Nuon Energy, a Dutch energy company whose 6,000 employees serve around 2.6 million consumers, businesses and organisations. Nuon produces and supplies gas, electricity, heat and cooling and offers its customers a range of energy-saving products and services. Nuon seeks to provide reliable, sustainable and affordable energy and is establishing a leading position for itself in the field of sustainable entrepreneurship, where we aspire to achieve balanced growth for all our stakeholders: customers, employees, shareholders, the environment and society.
Since 1 July 2009 Nuon is part of the Vattenfall Group and forms Vattenfall’s new Business Group Benelux. Vattenfall is Europe's fifth largest generator of electricity and the largest supplier of heat. The company currently also has operations in Denmark, Finland, Germany, United Kingdom, Poland and Sweden. Vattenfall is active in all stages of the electricity value chain: generation, transmission, distribution and sales. Vattenfall also generates, distributes and sells heat, and conducts energy trading and lignite mining. The parent company, Vattenfall AB, is wholly-owned by the Swedish state. With the inclusion of Nuon, Vattenfall has gained a significant position within gas operations and is leading in offshore wind generation in Europe.
Soon Nuon Belgium will most probably be acquired by ENI. In 2012 Nuon Belgium will gradually rebrand to become Eni in 2012.
The marketing department is responsible for building the brand by developing a clear an d distinctive value proposition with appealing products & pricing, distinctive campaigns and segmented packages and services. The marketing department defines the go-to-market and CRM strategy.
The marketing department works in close collaboration with the operational units of sales, care and customer service to achieve the operational KPI’s. The marketing department works in close collaboration with the sourcing organization for the definition and follow-up of the price offerings for the different segments.
FUNCTION
He or she works closely together with the departments Marketing, Market and Customer development. He/she is responsible for the development of integrated acquisition campaigns, above and below the line Therefore he/she workd closely together with advertising agencies and our media house, plus other suppliers such as DM houses, research companies.. Next to that he/she also provides support to direct and indirect sales Marketing Communication Specialist will report to the Marketing Communication Manager.
The Marketing Communication Coordinator is responsible for the following activities:
- Contribute to campaign briefings and translate it into a realistic Marcom plan
- Prepare briefings and supervise agencies on the various communication initiatives
- Develop an integrated communication plan, including all above and below intiatives
- Cooperate closely with the online communication specialist in order to achieve a coherent 360° Marcom plan.
- Monitoring of brand consistency and use of corporate guidelines in all communication
- Analyze, evaluate and optimize the success rate of all campaigns
- Online support in communication flow
- Managing budgets and close follow up
- Supporting the Marcom department in all integrated communication activities
- Recognizing opportunities for traffic building driven by various online and offline channels and/or partnerships
LANGUAGES, SKILLS, KNOWLEDGE AND EXPERIENCE, EDUCATIONAL BACKGROUND
- Perfectly bilingual N/F, with Dutch as mother tongue
- University degree or similar by experience
- Minimum 5 years of experience in communication functions
- Acquainted to working with advertising agencies and media houses
- A profound knowledge of the Belgian media scene is a must
- Autonomous, flexible and hands on
- Social and communication skilful with strong communication feeling
- Creative and enterprising
- Strong analytical skills
- Knowledge of new media, web technologies, CMS and web analytics, e-mail platforms
- Copywriting skills is a pro
If you are interested in working for a young and dynamic organization that strongly values teamwork, independence and continuous learning, please send your resume together with your motivation to HR, Medialaan 34, 1800 Vilvoorde or by e-mail to jobs@nuon.be.
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Market Development Manager
POSITION AND ENVIRONMENT / Purpose of the position
Nuon Belgium N.V. was founded in 2002 on the occasion of the liberalisation of the energy markets. The company supplies gas and electricity to its retail and business customers and helps them to reduce their energy use. With more than 320,000 customers and 510,000 connection points, Nuon Belgium is the most important challenger on the Belgian energy supply market. The company is located in Vilvoorde and employs about 150 people.
Nuon Belgium is a subsidiary of n.v. Nuon Energy, a Dutch energy company whose 6,000 employees serve around 2.6 million consumers, businesses and organisations. Nuon produces and supplies gas, electricity, heat and cooling and offers its customers a range of energy-saving products and services. Nuon seeks to provide reliable, sustainable and affordable energy and is establishing a leading position for itself in the field of sustainable entrepreneurship, where we aspire to achieve balanced growth for all our stakeholders: customers, employees, shareholders, the environment and society.
Since 1 July 2009, Nuon has become part of the Vattenfall Group and is a member of Vattenfall’s new Business Group Benelux. Vattenfall is Europe’s fifth largest generator of electricity and the largest supplier of heat. The company currently also has operations in Denmark, Finland, Germany, the United Kingdom, Poland and Sweden. Vattenfall is active at all stages of the electricity value chain: generation, transmission, distribution and sales. Vattenfall also generates, distributes and sells heat, as well as carrying out energy trading and lignite mining. The parent company, Vattenfall AB, is wholly-owned by the Swedish government. With the inclusion of Nuon, Vattenfall has gained a significant position within gas operations and is leading in offshore wind generation in Europe.
The marketing department is responsible for building the brand by developing a clear and distinctive value proposition with appealing products and pricing, distinctive campaigns and segmented packages and services. The marketing department defines the go-to-market and CRM strategy.
The marketing department works in close collaboration with the operational units of sales, care and customer service to achieve the operational KPIs (Key Performance Indicators). The marketing department works in close collaboration with the sourcing organisation to define and follow-up the price offerings for the different segments.
FUNCTION
The Market Development Manager reports to the Marketing Manager. He/she will also work closely with the customer insight team, sales and marketing communication. The Market Development Manager is responsible for the operational CRM focused on acquisition of new customers. He/she is responsible for achieving the business objectives in terms of growth of the customer base by responding in a relevant way to market needs.
The Market Development Manager’s responsibilities will include the following:
- Gaining insight into market needs and keeping an eye on the competition
- General and segmented proposition development
- Initiating and bringing new products, rates and promotions to the market, through campaigns and sales direction.
- Prioritising target groups based on segmentation and determining marketing approach (4Ps) with regard to the prioritised target groups.
- Setting up and managing the acquisition year calendar
- Conceiving, implementing and following-up of commercial campaigns in collaboration with the sales department
- Coordination of partnerships
- Budget control for commercial campaigns
LANGUAGES, SKILLS, KNOWLEDGE AND EXPERIENCE, EDUCATIONAL BACKGROUND
The activities for which the Customer Development Specialist will be responsible include the following:
- Marketing management in a “service related industry” or in the Fast Moving Consumer Goods (FMCG) sector
- 5 years’ experience in a similar function
- Experience in setting up and tracking marketing campaigns
- Bilingual
- Working independently and taking a flexible attitude to working hours
- Knowledge of the Microsoft Office tools
PERSONAL ATTRIBUTES
- Helicopter view
- Commercial sense
- Social and communication skills
- Presentation and motivation skills
- Creative and enterprising
- Pragmatic
If you are interested in working for a young and dynamic organization that strongly values teamwork, independence and continuous learning, please send your resume together with your motivation to HR, Medialaan 34, 1800 Vilvoorde or by e-mail to jobs@nuon.be.
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Customer Development Specialist
POSITION AND ENVIRONMENT / Purpose of the position
The Customer Development Specialist reports to the Customer Development Manager. He/she will also work closely with the customer insight team, Care, CCS [If possible, say what CCS stands for] and marketing communication.
OBJECTIVES
The Customer Development Specialist leads the proactive initiatives in the field of customer development and customer retention. The focus is on monitoring and increasing the value of the customer base. He/she is also responsible for achieving the business objectives in terms of retention and customer value by developing and tracking marketing campaigns and activities.
ACTIVITIES
The activities for which the Customer Development Specialist will be responsible include the following:
- Gaining insight into customer needs & customer behaviour
- Putting into practice a customer development year calendar:
- Development of campaign briefings for specific customer segments
- Launching and following up campaigns related to upselling, cross-selling and churn reduction in collaboration with Care and CCS
- Evaluation and reporting on the launched campaigns in collaboration with Customer Insight
- Budget follow-up per campaign
- Carrying out tests for new upselling, cross-selling and retention campaigns
- Management of the timings and the quarterly customer development calendar
- Briefing Care and CCS at launches, and aligning them with the sales arguments (e.g. briefing as a result of an acquisition campaign, of launching a new product, etc.)
- Improve and optimise the customer touch points, with attention to the commercial and customer experience aspects. Participation in the planned make-overs and detection of low hanging fruits at every customer touch point
KEY PERFORMANCE INDICATORS (KPIs)
Customer Development Specialist will have the following KPIs:
- % Churn
- % Customers on high margin products
- % Achieved of the individual campaign targets (set out in campaign briefings)
- Experience score on the customer touch points
PROFILE
Experience
- Business-to-Consumer (B2C) customer-related function in a “service related industry” or in the Fast Moving Consumer Goods (FMCG) sector
- Experience in setting up and tracking marketing campaigns
- CRM experience
Skills:
- Customer-oriented
- Commercial sense
- Social and communication skills
- Presentation and motivation skills
- Entrepreneurial and a go-getter
- Analytical
- Bilingual Dutch-French
- Working independently and taking a flexible attitude to working hours
- Knowledge of the Microsoft Office tools
If you are interested in working for a young and dynamic organization that strongly values teamwork, independence and continuous learning, please send your resume together with your motivation to HR, Medialaan 34, 1800 Vilvoorde or by e-mail to jobs@nuon.be.
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Portfolio Desk Manager
POSITION AND ENVIRONMENT / Purpose of the position
Nuon Belgium N.V. was founded in 2002 at the occasion of the liberalisation of the energy markets. The company supplies gas and power to its retail and business customers and helps them to reduce their energy use. With more than 340.000 customers and 550.000 connection points, Nuon Belgium is the most important challenger on the Belgian energy supply market. The company is located in Vilvoorde and employs about 150 people. The Sourcing & Pricing department is responsible for the definition and execution of the pricing strategy within Nuon Belgium. The control of the settlement and invoices of all energy price components is equally part of the departments' responsibilities. Given the importance of an accurate sourcing and the cost assurance for an energy supplier, dedication and quality work of our colleagues is a key success factor.
The S&P team is also a key component in the success of our ability to source correctly, to switch and invoice our customers on a timely and accurate basis, by ensuring excellent sales portfolio data management and maintaining relations with external parties. In the liberalized Belgian energy market, different market participants exchange millions of electronic messages covering customer switching, meter readings, consumption and allocated demand.
The Sourcing & Pricing department works in close collaboration with the Retail, Business, Regulatory, Operations and Finance departments as well as with the trading organization (i.e. our balance responsible parties and shippers).
FUNCTION
Within the department, different utilities, such as electricity, gas,… are being commercialized. Product development, financial reporting, sourcing activities,… are all part of the activities of the Sourcing & Pricing department.
The Sourcing & Pricing department is responsible for the definition and execution of the pricing strategy within Nuon Belgium. Managing the price tactics and margin definition is equally part of the departments' responsibilities. Given the importance of pricing within our business, dedication and quality work of our colleagues is a key success factor.
Within the Sourcing & Pricing department, the Portfolio Desk Manager will work in close collaboration with the B2B sales unit for the follow up of hedging strategies towards large B2B customers. An active support to the larger B2B customers and sales people demands sufficient flexibility and analytical skills to quickly respond to their demands.
The Portfolio Desk Manager will report to the Pricing Manager.
JOB RESPONSIBILITIES
The Portfolio Desk Manager has the following responsibilities:
- Portfolio Management:
- Validation of gridfee invoices (6000/year) and interaction with data departments of third party suppliers for gridfee rectifications
- Balance customers risk profile vs price level
- Analysis + advice of purchasing strategy (stop-loss models, collar models, …)
- Definition of new hedging strategies to customers
- Writing weekly market review letter
- Work closely together with B2B marketing to define content for marketing material
- Define commodity based hedging strategy and tools to reduce risk on retail sourcing positions
- Define an evaluation system of the Portfolio management performance
- Maintain contacts within the mother company to benefit from the group's insights and expertise and develop mathematical models (i.e. trade floors)
- Identify and collect trustful sources of information about market developments.
- Client facing:
- Play an active role in the pre-sales process and be the energy market expert (i.e. larger European power and gas market as well as international oil market/FX evolutions)
- Present hedging strategies for customers
- Participate actively in and lead complex sales discussions related to pricing/hedging with clients
- Be SPOC towards clients regarding advice on international energy market evolutions
- Detect the need of customers and innovate existing / develop new marketing products
- Propose tailored made proposals to fit customers' needs
- Follow up of the performance of the proposed hedging strategy with individual customers
- Inform customers about market movements and the impact on their strategy
- Follow up of client consumption, information about profile deviations and optimization of consumption behavior
- Build up an own network of relations and pitching for new business
- Actively seek for new customers and partnerships
- Be expert on the energy markets and unravel the complexity of the energy market for the customer.
- Pricing:
- Responsible for the quoting operations for key B2B (international) accounts
- Direct follow-up of price negotiations together with (key) account manager
- Follow up of products during their product life cycle
- Quality assurance of portfolio data
- Management of (public) tender quoting
- Management of Non Standard Agreements with trading organisation
- Development of standard procedures
- Manage interactions with trading organisation for structuring large and complex delivery and back-delivery deals
- Coach junior Sourcing & Pricing colleagues on a day-to-day basis.
- Systems:
- Regular review of the online services offered to customers – reporting of issues and participation in the design of changes - additional developments
- Client coaching about the use of the different online interfaces.
LANGUAGES, SKILLS, KNOWLEDGE AND EXPERIENCE
- The Portfolio Desk Manager must have commercial skills/interests/insights
- Detect the customer's needs – be customer focused
- Mother tongue Dutch or French, fluent in the other official language and English
- Excellent communication and interpersonal skills with an ability to liaise with people at all levels internally and externally
- Ability to explain complex matters in a straightforward and understandable manner
- Convincing personality and outstanding charisma
- Project the image to the customer of being
- Honest
- Reliable / Trustworthy
- To the point
- A strong ability to remain focused while working under pressure.
- Innovative thinker, with strong analytical skills: an ability to define problems, collect data, establish facts and draw valid conclusions
- Take initiative
- Show commitment and dedication for his job
- Strong negotiation skills
EDUCATIONAL BACKGROUND
- University Degree or equivalent
- Experience in the Energy market or in a sales function
- Have at least 3 to 4 years of experience in the energy market / commercial function
PERSONAL ATTRIBUTES
- Self-motivated with the ability to follow through on tasks/responsibilities with a relatively low degree of supervision
- Ability to share relevant info within the Sourcing & Pricing team
- Ability to interact with (senior) purchasers of the clients and at management level
If you are interested in working for a young and dynamic organization that strongly values teamwork, independence and continuous learning, please send your resume together with your motivation to HR, Medialaan 34, 1800 Vilvoorde or by e-mail to jobs@nuon.be.
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Front office analyst
POSITION AND ENVIRONMENT / Purpose of the position
Nuon Belgium N.V. was founded in 2002 at the occasion of the liberalisation of the energy markets. The company supplies gas and electricity to its retail and business customers and helps them to reduce their energy use. With more than 320.000 customers and 510.000 connection points, Nuon Belgium is the most important challenger on the Belgian energy supply market. The company is located in Vilvoorde and employs about 150 people.
FUNCTION
The front office analyst is responsible for
- Forecasting & trend analysis
- Front office Reporting
He/she will take the lead in the set-up and implementation of forecasting models for all front office activities, continuous reporting and trend analysis of the contact traffic within the contact centre. In this role he/she will work together with the external FO partner.
He/she will support the units Customer Care Services and Retail Care in achieving operational and customer experience excellence.
Reports directly to the Workforce Optimization & Move Manager.
JOB RESPONSIBILITIES
- Design, build and maintain yearly rolling forecasting model
- Providing accurate data for to the unit budget planning process to ensure adequate fund allocation
- Design, build and maintain a monthly forecasting model:
- Production of accurate volumes and workload forecasts
- Liaison with all business partners to gather information on future volume impacts
- Providing accurate data for the unit budget planning process to ensure adequate fund allocation
- Providing accurate data to support the external FO partner in optimising the customer service
- Trend analysis
- Analysis of real volumes in comparison with forecast
- Identification of steering parameters in actual volumes
- Tracking of forecasted activity versus actual performance to ensure the accuracy of forecasting models
- Reporting
- Follow up of the FO KPI's
- Follow up Customer Service Satisfaction (via survey – audit) incl. feedback loop towards operational clusters
- Providing KPI results for SLA/contract management with external FO partner
- Budget management
- Single point of contact within CCS for expertise domain
- Participation as expert within internal and external projects on expertise domain
- Cooperation with several units within Nuon
LANGUAGES, SKILLS, KNOWLEDGE AND EXPERIENCE
- Experience: at least 3 year experience in similar role
- Sector knowledge: Hands on contact centre experience is a must, experience in utilities or telecom a plus
- System knowledge: IT affinity, knowledge of Interactive Intelligence, Avaya, Siebel or SAP is a plus
- Strong analytical skills
- Conceptual – Methodological – Result driven – Structured
- Communication skills
EDUCATIONAL BACKGROUND
- bachelor degree preferably in economics or finance
If you are interested, please send your resume together with your motivation to HR, Medialaan 34, 1800 Vilvoorde or by e-mail to jobs@nuon.be.
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