Customer Service Advisor

Overview

The main role of the Customer Service Advisor (CSA) is to resolve resident queries about their heat network energy accounts efficiently and courteously, supporting the overall metering and billing processes.

As part of the Customer Services team, you will handle enquiries via phone, email, live chat, and WhatsApp, review customer accounts, identify potential issues, and collaborate with colleagues to deliver proactive solutions.

Responsibilities

• Resolve resident queries related to heat network energy accounts.
• Provide support to metering and billing processes.
• Handle day-to-day enquiries and complaints across multiple channels.
• Review customer accounts, identify potential issues, and raise tickets through the telephony platform.
• Navigate bespoke systems to ensure a seamless resident experience.
• Maintain compliance with Data Protection and company policies.

Working Hours

• 37.5 hours per week.
• Monday to Friday – alternating shift patterns (08:00 – 16:30 or 10:45 – 19:15).
• Every third Saturday 08:00 – 16:15 (with a day back in the week).
• 30‑minute lunch break and two 15‑minute unpaid breaks each working day.
• Office location: Stuart House, Peterborough (PE1 5DD).
• 2‑day hybrid schedule after probation.

Required Skills and Attributes

• Excellent verbal and written communication skills with empathetic tone.
• Strong customer‑service orientation and proactive, solution‑focused mindset.
• Ability to manage and resolve customer queries efficiently, including complaints.
• Competence in Microsoft Office (Word, Excel, Outlook) and customer‑management systems.
• Strong organisational skills and attention to detail.
• Ability to work independently and as part of a team in a busy contact centre.
• Basic understanding of energy billing and metering processes.
• Handling of sensitive customer data in line with GDPR and company policies.
• Problem‑solving mindset and willingness to learn about heat networks.

Benefits

• Salary: £26,328.38 per annum.
• Structured development pathway with clear levelling and salary progression.
• 26 days holiday per year, including birthday leave, plus bank and public holidays.
• Employer pension contribution matched at 4%.
• Employee Assistance Programme (EAP) – free confidential support.
• Corporate Social Responsibility (CSR) – 2 paid days off per year for volunteering.
• 26‑week probation period.
• Regular social events such as an annual summer party and Christmas party.

Equal Opportunity Employer

We embrace diversity and inclusion, providing equal opportunities for all and reasonable adjustments for accessibility and inclusivity in the workplace.

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