Customer Service Representative

About the role

ESP Utilities Group is seeking Customer Service Representatives to join its Leatherhead office. The role supports the company’s network build‑out by maintaining strong relationships with customers and ensuring smooth communication during power outages and service deliveries.

Key responsibilities

• Handle customer inquiries via phone and email, logging all interactions accurately.
• Maintain and update customer records in the core system.
• Proactively contact vulnerable customers to support them during power loss.
• Liaise with sub‑contractors and customers to arrange delivery of contracted works.
• Coordinate compensation payments for customers who have experienced power loss, in line with industry standards.
• Take ownership of service‑related issues, responding with confidence and professionalism.
• Provide administrative support throughout the asset adoption process.
• Assist in preparing regular reports and contribute to a robust complaint‑handling framework and training.

Required profile

• Experience in customer service or administrative roles.
• Ability to demonstrate empathy and professionalism in difficult situations.
• Strong attention to detail and multitasking capability in a fast‑paced environment.
• Good communication skills, both written and verbal.

Required skills

• Microsoft Word
• Microsoft Excel

What we offer

• 3‑month fixed‑term contract with the possibility of permanent employment.
• Full‑time schedule: Monday‑Friday, 9 am‑5 pm.
• Opportunity to develop a career within a growing utilities company.