Customer Care Advisor

So Energy; London; Hybrid; GBP 29,000; Full time

Job summary

A growing energy supplier in London seeks a Customer Care Advisor passionate about delivering exceptional service. This role involves engaging with customers, handling inquiries, and ensuring data accuracy while collaborating with team members to meet targets. Candidates should thrive in a fast-paced environment and align with our values of being clear, honest, and sustainable.

Benefits

Personalised Learning and Development Budget

Hybrid working hours

25 Holiday Days + local bank holidays

1 Birthday day

3 So Giving Days

Mental Healthcare – Sessions with Unmind

Enhanced Family Leave

Qualifications

• Strong interpersonal and communication skills are essential.
• Ability to engage with customers and colleagues effectively.
• Motivated by performance bonuses and achieving targets.

Responsibilities

• Respond promptly to inquiries and educate customers on self-service tools.
• Assist with payment plans and handle sensitive financial conversations.
• Resolve complaints professionally and manage technical cases confidently.

Skills

Interpersonal Skills

Communication Skills

Teamwork

Job description

Please note we are not able to facilitate Visa or Relocation Sponsorship at present or in the future and therefore can only accept UK based applications from candidates who are able to commute to HQ in London, Chiswick 2 times per week.

London, Hybrid (2 days per week in the office)

£28,808

Our Perks

Values-driven culture – we’re really proud of our culture.

Drive your own experience

• Personalised Learning and Development Budget
• Hybrid working hours – Each team has their own Smart Working Charter that empowers you to do your work in the best way you can

Empowering you to be your most authentic self

• 25 Holiday Days + your local bank holidays
• 1 Birthday day – it only happens once a year!
• 3 So Giving Days - spend these days giving back to your chosen cause
• Religious Celebrations Leave
• Mental Healthcare – Sessions with Unmind
• Enhanced Family Leave

So Energy

Who we are

So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 350,000 customers and over 450 Energists (our team members). We’re on the road to a net zero future, supported by our partnership with ESB. We’re customer-centric, tech-led, and passionate about sustainability.

We aim to do the best for our customers, colleagues, and the planet, fostering a workplace that is encouraging, supportive, and growth-oriented. Our six core values are:

• Clear
• Honest
• Ambitious
• Inquisitive
• Caring
• Sustainable

The Role

Customer Care Advisor at SO ENERGY

Reporting to our Customer Care Team Leader, we’re looking for a Customer Care Advisor.

This role requires someone who thrives in a fast-paced environment, works well in a team, and is passionate about delivering excellent customer service. You should enjoy working towards targets and be motivated by performance bonuses. Strong interpersonal and communication skills are essential for engaging with customers and colleagues. We seek an enthusiastic individual capable of working quickly and efficiently without compromising quality.

Key Responsibilities:

• Customer Experience: Respond promptly to inquiries across channels, build rapport, manage contact from start to finish, and educate on self-service tools.
• Administrative Support: Complete routine tasks accurately, maintain customer records, manage inboxes, and collaborate with team members.
• Payment & Financial Support: Assist with payment plans, process payments, and handle sensitive financial conversations.
• Billing & Data Management: Generate bills, resolve disputes, and ensure data accuracy.
• Complaint Handling: Resolve complaints professionally and escalate issues when necessary.
• Complex Issue Management: Manage technical cases confidently, using knowledge bases and industry standards.
• Collaboration & Learning: Work with other departments, stay updated on policies, and contribute to continuous improvement.

We encourage applicants to share their achievements and personal journey, regardless of qualifications, as experience and passion are valued.

If interested, apply confidently. Our recruitment process includes an online assessment and a virtual selection day.

If you have specific needs or require adjustments, please let us know so we can support you.

Our Values

We seek individuals who align with our values: Clear, Honest, Ambitious, Inquisitive, Caring, and Sustainable.

Diversity, Equity, Inclusion & Belonging

We are committed to fostering an inclusive environment that celebrates diversity and promotes belonging. We value your authentic self and strive to embed inclusion into our culture.