Customer Support Representative

Full Job Description

Switch2 Energy is the UK’s most experienced and capable provider of end-to-end solutions for heat networks. 

Heat networks are a key part of the government’s net zero carbon targets as they distribute heat or cooling from a central source to multiple customers. Heat networks can use renewable energy sources and although currently they supply heat to only 2% of homes and businesses, by 2050 this is planned to be 20%.

We provide smart and sustainable heat network solutions to local authorities, housing associations, managing agents and private developers for residential developments. We work to optimise energy efficiency, manage the delivery of renewable energy, retrofit underperforming schemes to ensure future decarbonisation, all while striving to minimise costs for residents who live there.

We are passionate about helping our customers and communities live sustainable lives, now and in the future. We are trusted experts in the design, build, and operation of heat and energy networks. We research, develop, build, and implement technology-based solutions. Find out more about us and our valuable work on our website and our You Tube page.

Main Purpose of the Role

Our goal is to deliver a first-class service to our customers throughout the customer journey. The Operations Teams responsibility is to deal effectively and efficiently with all customers and be able to manage  expectations appropriately with the objective of achieving customer satisfaction. 

Our Customer Support Representatives are an integral part of the Operations Team and can handle any query, from beginning to end. Assisting customers with their accounts, answering questions about Switch2, scheduling appointments with customers and giving technical advice.

Role Responsibilities

• Handle and respond to all customer and client contact in a timely manner via phone, e-mail, webchat and social media, in a professional and efficient way continually promoting first time resolution
• Escalate and log complaints and ensure they are dealt with in accordance with current policy and timescales
• Ensure any queries or tasks are seen through from start to finish by taking ownership and ensure stakeholders and internal teams are kept informed
• Identify customer needs and help customers access specific digital self-serve channels and promote new features and functionality to help improve the overall customer experience
• Manage workstreams effectively to meet and exceed KPI’s to ensure tasks are completed accurately and on time
• Be an ambassador of our team ethos working as one team collaboratively across the business to provide seamless resolutions to customer enquiries  
• where priorities and work can change frequently.
• Provide feedback on our current services and systems and  highlight risks to our customers experience

• Excellent communication skills. The ability to liaise with both Customers, clients and Engineers via the telephone and email in a highly organised and professional manner.
• Ability to work on own initiative
• Target driven
• Customer focussed
• Problem solving skills
• Proficient in navigating Social Media Platforms
• Real Team Player – we adopt a collaborative approach
• Proficient in Microsoft Office

Knowledge, Training and Relevant Experience to do the job

• Minimum 2 years’ experience in Customer Service

• Educated to GCSE ‘O’ level standard or NVQ level 2 or 3 in customer service or administration

Switch2 Energy is an Equal Opportunities Employer.