Customer Service Advisor

Sureserve Group; Bathgate; Remote; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Pension scheme

Life assurance

Flexible benefits scheme

32 days annual leave

Employee Assistance Programme

Job summary

Sureserve Group in Bathgate is seeking experienced Customer Service Advisors to support customers by identifying energy-efficiency opportunities and guiding them to relevant measures, services, and schemes.

You will handle calls, deliver excellent service, assess eligibility, provide clear options, and generate referrals while maintaining accurate records. A target-driven role with a collaborative team environment.

Qualifications

• Experience in a customer service, contact centre or telephone-based role.
• Excellent communication and listening skills.
• Strong questioning, fact-finding and problem-solving abilities.
• Ability to explain information clearly and simply.
• Strong attention to detail and accurate data entry skills.
• Comfortable working to targets and performance measures.
• Customer-focused with the ability to build rapport quickly.
• Able to support vulnerable customers with empathy and professionalism.
• Good IT skills and confidence using multiple systems.
• Experience within energy, utilities, housing or funded schemes is desirable.

Responsibilities

• Handle inbound and outbound customer calls in a professional and efficient manner.
• Deliver an excellent customer experience on every interaction.
• Understand customer circumstances and energy-efficiency needs through effective questioning.
• Provide advice on available measures, services and support schemes.
• Assess customer eligibility against scheme criteria.
• Explain available options, eligibility requirements and next steps clearly.
• Generate referrals and leads for eligible customers.
• Maintain accurate customer records and case notes across company systems.
• Resolve customer enquiries and concerns effectively.
• Work collaboratively with colleagues and stakeholders across the business.
• Achieve agreed KPIs relating to quality, productivity, compliance, customer satisfaction and lead generation.

Skills

Customer service

Communication

Questioning

Data entry

Empathy

Targets

Vulnerable customers

IT skills

Energy knowledge

Job description

We've opportunities in our Bathgate office for experienced Customer Service Advisors. The roles will see you support customers by identifying opportunities to improve the energy efficiency of their homes and helping them access relevant measures, services and support schemes.

Key Responsibilities

• Handle inbound and outbound customer calls in a professional and efficient manner.

• Deliver an excellent customer experience on every interaction.

• Understand customer circumstances and energy-efficiency needs through effective questioning.

• Provide advice on available measures, services and support schemes.

• Assess customer eligibility against scheme criteria.

• Explain available options, eligibility requirements and next steps clearly.

• Generate referrals and leads for eligible customers.

• Maintain accurate customer records and case notes across company systems.

• Resolve customer enquiries and concerns effectively.

• Work collaboratively with colleagues and stakeholders across the business.

• Achieve agreed KPIs relating to quality, productivity, compliance, customer satisfaction and lead generation.

Key Skills & Experience

• Experience in a customer service, contact centre or telephone-based role.

• Excellent communication and listening skills.

• Strong questioning, fact-finding and problem-solving abilities.

• Ability to explain information clearly and simply.

• Strong attention to detail and accurate data entry skills.

• Comfortable working to targets and performance measures.

• Customer-focused with the ability to build rapport quickly.

• Able to support vulnerable customers with empathy and professionalism.

• Good IT skills and confidence using multiple systems.

• Experience within energy, utilities, housing, home improvements or funded schemes is desirable

What We Offer:

• £26,227.50 per annum- 37.5 hour week

• Pension scheme, Life assurance & access to flexible benefits scheme.

• 32 days annual leave (Inc. statutory bank holidays, Christmas/New Year Closure)

• Employee Assistance Programme with 24 hours telephone and online access

• Access to Flexible Benefits Scheme (including discount to retailers, bike to work scheme and many more)

About Sureserve:

At Sureserve, excellence is not just an expectation; it's our standard. With a driven team of nearly 850 professionals, we are at the forefront of providing stellar asset and energy services across the UK. Our mission is simple yet powerful: to elevate the quality of life in the communities we serve by innovating and improving the spaces where people reside, work, and gather.

Working with an Equal Opportunity Employer

Sureserve is committed to creating a diverse and inclusive workplace. We celebrate individual differences and believe that they contribute to our collective success. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Please note, Eligibility to work in the UK is required, and candidates will undergo employment screening prior to starting employment.