Operations
Connected Customer Onboarding Technician (Fixed Term – 3 Months) Operations
Connected Customer Onboarding Technician (Fixed Term – 3 Months)
About us…
BoilerJuice is an established and profitable UK platform business that connects customers whose homes are oil-heated with suppliers of oil. We keep our customers warm while saving them time and money and we provide a source of cost-effective, easy to process orders to the dealers we work with. We’re backed by Livingbridge, a leading Private-Equity fund, and investing to grow the business in the UK and beyond; with our key focus on growing our business in the USA.
We’re ambitious innovators helping a highly expert but generally low-tech supply chain to deliver better services to consumers; using automation and our digital expertise to improve their economics. We recently launched our “Connected” proposition, using IoT smart meters to make being on oil as easy and convenient as being connected to the gas grid.
Although our customers depend on oil for their heating, we are aware of the opportunities and challenges of reducing carbon dependency. Connected includes a unique “Green” option that uses UK-based certified tree-planting to offset emissions. Through the data we get from metered customers, we can identify the specific customers for whom there is a compelling case for investing in energy-saving, either by improving insulation, boiler-replacement or switching to a new form of heating like heat-pumps. Whilst we’re optimistic about low-carbon technologies replacing oil, we’re also realistic – people using oil are often living in older, less energy-efficient houses than people on-grid and the cost-benefit equation only works for a small subset right now. The technology is improving rapidly and we will recommend it to customers as and when it makes practical and economic sense for them.
About you…
We are looking for a candidate with an enthusiastic engineering and mathematical mind to help to build our oil tank monitor accuracy and calibration process. Ideally a graduate level candidate who would be looking for a role that can expand their experience and exercise their problem solving and analytical skills.
Although the market we serve is straightforward to describe, there is much complexity “under the hood” and our success depends on having a deep understanding of the needs and behaviours of multiple segments of customers and suppliers. With over 15 years’ experience in the market, there is plenty of knowledge to draw on within the existing team – your role will be to draw it all together to make sure we use our resources to maximum effect.
BoilerJuice is a fast-paced environment that encourages a dynamic approach, testing ideas and considered risk-taking.
In this role, you will…
- Create and implement a calibration process that checks the monitor and oil level accuracy following a Connected customer’s first oil delivery following onboarding to the Connected service or having had a replacement monitor installed.
- Make systematic adjustments to calculations to improve accuracy of monitor readings and data
- Complete a full root cause analysis on Connected customers who run out of oil not due to a delivery issue to identify corrective actions to continually iterate the onboarding and calibration process
- Update tank details database
- System accuracy in reporting oil levels based on tank shape or size
- Work with Technical Standards Manager to:
- Identify similar ‘risky’ monitors or tanks that have similar characteristics to accounts that have run out of oil and develop an action plan to resolve
- Improve the way monitors are installed by both customers and professional installers
- Identify opportunities to improve and automate data collected on site
- Work with Head of Product to:
- Identify a systematic way to automate or speed up the calibration process
- Streamline onboarding processes
Your success will be measured by…
- 100% onboarded customers calibrated within 1 week of their first oil delivery
- 100% replacement monitors calibrated within 1 week of their first oil delivery post installation
- Reliable calibration process that takes no more than 15 mins average per customer
- 80% customers onboarded within 2 weeks
- All out of oil root causes successfully investigated within 48 hours and corrective actions in place
- Tank strapping tables kept up to date
You’ll definitely have…
- Engineering or mathematical background with a particular flair for geometry
- Ability to use Excel for advanced analysis and modelling
- Excellent organisational skills
- Flexible approach to work and being able to handle a variety of different tasks
- Good communication skills centred around being able to explain complex analysis or findings in a succinct manner to non-experts
Nice to have…
- Customer service skills
- Field experience in utilities, particularly oil
The reward…
- Salary: Circa £23,000
- Healthcare: AXA Employee Assistance Programme
- Pension: Company and personal contribution (auto-enrolment)
- Holiday: 25 days per annum plus bank holidays pro rata
- Gym: Subsidised gym membership (on completion of probation)
- Perks at Work savings & discount website
- Free weekly Bootcamp and Yoga virtual classes
Location – this role will be home based with the opportunity to attend our office in St Ives, Cambridgeshire (subject to restrictions being lifted)
Apply – To apply for the role please send your CV and a covering letter to jobs@boilerjuice.com
At the time of starting their employment, the successful candidate must have permission to work in the UK.
