Location: Manchester (Hybrid - 2 days WFH)
Up to £50,000 base
TGRC has partnered with an innovative cleantech company developing technology infrastructure for local, decentralised energy markets, connecting energy generation directly with consumption.
Step into a front-line role where client experience meets technology. You’ll own client interactions end-to-end, using modern CX platforms to deliver fast, accurate support while helping shape a smarter, more data-driven approach to customer service.
Responsibilities
- Handle client enquiries across phone, email, live chat, and ticketing channels, ensuring a consistent, client-first experience at every touchpoint.
- Resolve client issues promptly and thoroughly, taking a structured approach to understanding the root cause before working toward a solution.
- Support client onboarding journeys by ensuring all communications are clear, proactive, and aligned with service expectations.
- Maintain accurate client records and interaction histories within CX and operational platforms (including Zendesk), ensuring data integrity for reporting, automation, and audit purposes.
- Draft and send client communications — including service updates, billing notifications, and issue resolution correspondence — in line with brand and regulatory standards.
- Escalate unresolved or complex issues to the Customer Service & Comms Lead with clear context and recommended next steps.
- Collaborate with Billing, Collections, and Operations teams to ensure consistent messaging across touchpoints, avoiding conflicting or unclear client communications.
- Support compliance with Ofgem standards of conduct and complaint-handling requirements, embedding regulatory awareness into day-to-day client interactions.
- Identify recurring client issues, log patterns, and feed insights back to the Customer Service & Comms Lead to support continuous improvement and product feedback loops.
Your Profile
- 1–3 years in a client-facing/service role (tech, SaaS, fintech, or similar preferred)
- Strong communication skills and a problem-solving mindset
- Comfortable using CRM/CX platforms
- Curious, proactive, and confident working in a fast-paced, scaling environment
- No prior energy experience required — just the ability to learn quickly and take ownership of the client experience.
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