Customer Relationship Support

Act as the first point of contact for customer queries and complaints via phone, email and other communication channels, delivering a professional and customer-focused service.

Take ownership of customer issues from initial contact through to resolution, ensuring timely and effective outcomes in line with agreed service levels.

Manage and resolve customer complaints, escalating complex cases appropriately while maintaining accountability throughout the resolution process.

Maintain accurate, complete and auditable records of customer interactions, investigations, actions and outcomes within CRM systems, including HubSpot and Junifer.

Communicate proactively with customers, providing regular updates and managing expectations throughout the customer journey.

Liaise with internal departments and stakeholders to investigate, coordinate and resolve customer enquiries and issues efficiently.

Support the collection, validation and maintenance of customer information, including meter readings and account data, to support billing and account accuracy.

Prioritise and manage individual workload effectively to meet service standards, deadlines and business objectives.

Ensure work is completed accurately and in line with established processes, quality standards, internal policies and regulatory requirements.

Strive to achieve right-first-time resolution wherever possible, improving customer satisfaction and reducing repeat contact.

Identify recurring customer issues, process gaps and service trends, escalating insight and recommendations to support continuous improvement.

Monitor and manage customer escalations, ensuring they are routed through the correct channels, resolved appropriately and communicated clearly to relevant parties.

Contribute to a positive team environment by sharing knowledge, supporting colleagues and maintaining a strong focus on service quality, with scope for progression in 12 to 18 months.

Experience in the energy industry, ideally with commercial supply contracts.

Demonstrable experience working in contact centres, helpdesk operations or customer support teams.

Computer literate, with good knowledge of Microsoft Office, including PowerPoint and Excel.

Excellent attention to detail.

Efficient problem-solving and issue-resolution skills.

Numerate, with good analytical skills.

Previous experience managing a team or people is preferable.

Excellent verbal and written communication skills.

Able to prioritise and manage your own workload, and support workload management across the team where required.