Customer Service Advisor

Rullion - Eon; Metropolitan Borough of Solihull; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading energy services provider in the UK is seeking a Smart Metering Operations Advisor. This role supports the rollout of smart meters and requires strong customer engagement skills. Ideal candidates will have previous experience in customer service and the ability to manage stakeholder relationships. Competitive pay rate of £14.70 per hour with potential for hybrid working.

Qualifications

• Previous experience in a customer service, operations, or metering / energy industry role.
• Demonstrable ability to manage stakeholder relationships effectively.
• Strong organisational skills with attention to detail.
• Proven ability to handle high-volume, deadline-driven workloads.

Responsibilities

• Support the rollout and exchange of smart meters.
• Negotiate and manage stakeholders for delivery model objectives.
• Manage day-to-day customer and internal queries promptly.
• Deliver metering services in compliance with regulations.
• Carry out outbound calling to arrange meter upgrades.
• Manage business-as-usual processes and customer interactions.
• Review data flows for accurate records and compliance.

Skills

Customer-focused

Organised and detail-driven

Strong communicator

Resilient and proactive

Commercially aware

Tools

MS Office

Job description

Location : 2 Prince's Way, Solihull, B91 3ES (Office-based initially, with the potential for hybrid working)

Start Date : ASAP

Duration : 6 months

Pay Rate : £14.70 per hour

Working Hours : Monday to Friday, 8 : 00am-4 : 00pm or 9 : 00am-5 : 00pm

About the Role

The Smart Metering Operations Advisor will work within the Smart Metering Operations team, supporting the end-to-end delivery of smart metering services for micro-business customers. This role plays a vital part in ensuring compliance obligations are met while driving the successful rollout and upgrade of smart meters across the portfolio.

The position requires strong customer engagement skills to obtain access information, book and manage meter exchanges, and review industry data flows to ensure accuracy and compliance. The postholder will be responsible for coordinating with internal and external stakeholders to achieve business objectives while providing high‑quality service to customers.

Key Responsibilities

• Support the rollout and exchange of smart meters, ensuring appointments are booked and customer access arrangements are in place.
• Negotiate, influence and manage stakeholders (internal and external) to agree the appropriate delivery model for both customer and business objectives.
• Manage day-to-day customer and internal queries via telephone and mailbox communications, ensuring timely and accurate responses.
• Deliver metering services in line with business, customer, and compliance obligations.
• Carry out outbound calling to residential and commercial businesses to arrange meter upgrades (from 3G to 4G).
• Manage business‑as‑usual processes, including deployment, maintenance, site visits, and customer interactions, supporting I&C in demonstrating all reasonable steps to achieve regulatory rollout deadlines.
• Review and validate industry data flows to ensure accurate records and compliance are maintained.

We need someone who is :

• Customer-focused - able to engage effectively with customers, build rapport quickly, and manage sometimes challenging conversations to achieve positive outcomes.
• Organised and detail-driven - able to handle multiple processes simultaneously, keep accurate records, and work to tight regulatory deadlines.
• A strong communicator - confident in both written and verbal communication, with the ability to influence and negotiate with internal teams, external stakeholders, and customers.
• Resilient and proactive - able to manage high volumes of work, adapt to changing priorities, and take ownership of tasks from start to finish.
• Commercially aware - understands the importance of compliance, regulatory requirements, and the customer experience in delivering business objectives.

Essential Skills & Experience

• Previous experience in a customer service, operations, or metering / energy industry role.
• Demonstrable ability to manage stakeholder relationships effectively.
• Strong organisational skills with attention to detail.
• Excellent IT skills, with confidence using industry systems and MS Office applications.
• Proven ability to handle high-volume, deadline-driven workloads.
• Confident in dealing with customer contacts via telephone and email.

Desirable

• Knowledge of smart metering operations and industry data flows.
• Experience working in the utilities or energy sector, particularly within I&C or micro-business customer environments

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants