Customer Service Specialist

About the role

Hemiko is seeking a Customer Service Specialist to join its growing Customer Experience team. Reporting to the Head of Customer Experience, you will deliver excellent service across phone, email and digital channels while supporting the development of customer‑focused processes for its district heating services.

Key responsibilities

• Provide prompt, professional assistance to customers via phone, email and digital platforms.
• Investigate and resolve billing, metering and payment queries.
• Handle customer complaints in line with company procedures.
• Coordinate engineer appointments, monitor work orders and keep customers updated.
• Produce communications, reports and account updates for business operations.
• Identify and escalate incidents or risks that could impact customers or the business.
• Collaborate with Customer Experience, Operations and Engineering teams to ensure a seamless journey.
• Support continuous improvement of systems, processes and communications while maintaining accurate records and compliance.

Required profile

• Organised, self‑motivated and positive with a problem‑solving mindset.
• Excellent communicator with a personable, empathetic approach.
• Resilient, fair and professional, able to work independently and as part of a team.
• Strong organisational skills, capable of managing multiple priorities and meeting deadlines.
• Willingness to contribute ideas and support innovation in a fast‑growing, low‑carbon energy business.

What we offer

• Base salary of £26,228 plus discretionary performance bonus.
• 25 days holiday plus statutory holidays, with the option to buy or sell up to 5 additional days.
• Pension plan, private healthcare, cycle‑to‑work and electric car lease schemes.
• Health and well‑being support, continuous learning and development opportunities.
• Company‑provided PC/laptop and flexible working arrangements.