Customer Service Advisor

About the role

Insite Energy is hiring a Customer Service Advisor in Peterborough to resolve resident queries about heat network energy accounts quickly, courteously and effectively. Working alongside the Customer Service team, you will also support metering and billing processes. The role handles enquiries and complaints by phone, email, live chat and WhatsApp, reviews accounts and works with colleagues to give timely solutions.

Key responsibilities

• Handle enquiries and complaints across phone, email, live chat and WhatsApp with empathy and professionalism
• Review accounts, spot issues and work with colleagues to provide timely solutions
• Support metering and billing processes
• Work in a busy contact centre, independently and as part of a team

Required profile

• Excellent verbal and written communication, able to explain complex information clearly and empathetically
• Proactive, solution-focused customer service approach
• Ability to manage and resolve customer queries, including complaints
• Strong organisational skills and attention to detail
• Ability to work independently and in a team in a busy contact centre
• Basic understanding of energy billing and metering processes
• Willingness to learn heat networks

Required skills

• Microsoft Office (Word, Excel, Outlook)
• Customer management systems
• Data handling in line with GDPR and company policies

What we offer

• Salary of £26,328 plus a Customer Service Advisor incentive plan (up to £1,000 per year)
• 25 days holiday plus bank and public holidays
• Pension with 4% employer contribution
• Free Employee Assistance Programme
• Up to 2 paid days off per year for volunteering through the CSR programme
• 3-month probation, then 2-day hybrid working
• Ongoing training, career growth and social events

Schedule: 37.5 hours per week, Monday to Friday on alternating shifts (08:00-16:30 or 10:45-19:15), with alternate Saturdays 08:00-16:30 and a day back in the week. Office at Stuart House, Peterborough.