Customer Service Advisor

Insite Energy; Peterborough; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Salary £26,328 plus incentive up to £1

25 days holiday + bank holidays

Employer pension matched at 4%

EAP: confidential support

CSR volunteering days

Annual social events

Job summary

Insite Energy in the United Kingdom is seeking a Customer Service Advisor to resolve resident queries about heat network energy accounts with empathy and accuracy. You will support metering and billing processes and act as the first point of contact across phone, email, live chat, and WhatsApp.

Based in a 2-day hybrid role at Stuart House, Peterborough, you’ll review accounts, spot issues, and collaborate with colleagues to deliver timely solutions while upholding data protection standards and

Qualifications

• Excellent verbal and written communication skills.
• Strong customer service orientation with proactive approach.
• Ability to manage and resolve customer queries efficiently, including complaints.
• Competence in using MS Office applications and customer management systems.
• Strong organisational skills and attention to detail.
• Ability to work independently and in a team in a busy contact centre.
• Basic understanding of energy billing and metering processes.
• Ability to handle sensitive customer data in line with GDPR and company policies.
• Problem-solving mindset with willingness to learn heat networks.

Responsibilities

• Resolve resident queries about heat network energy accounts promptly and courteously.
• Review accounts, spot issues, and collaborate with colleagues to provide timely solutions.
• Handle enquiries across phone, email, live chat, and WhatsApp with empathy.

Skills

Verbal communication

Written communication

Customer service

Query resolution

MS Office

Organisational skills

GDPR/compliance

Problem solving

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

CRM systems

Job description

About the role

As a Customer Service Advisor (CSA), you’ll resolve resident queries about heat network energy accounts quickly, courteously, and effectively. Alongside the Customer Service team, you’ll support metering and billing processes to deliver a seamless experience.

You’ll handle enquiries and complaints across phone, email, live chat, and WhatsApp with empathy and professionalism. Beyond being the first point of contact, you’ll review accounts, spot issues, and work with colleagues to provide timely solutions.

This role thrives on collaboration: you’ll join a resilient, inclusive team that shares knowledge and works under pressure. We’re looking for strong communicators with problem‑solving skills, accuracy, emotional intelligence, and a commitment to compliance and data protection.

Location and working hours

• 37.5 hours per week
• Monday to Friday - alternating shift patterns (08:00 – 16:30 or 10:45 – 19:15)
• Alternate Saturdays 08:00 – 16:30 (with a day back in the week)
• 30-minute lunch break & two 15-minute breaks (unpaid) during each working day.
• Office location: Stuart House, Peterborough (PE1 5DD)
• 2-day hybrid – after probation

Why Join us

You’ll be joining a company that puts people first, both our residents and our employees. As a Real Living Wage Employer, we ensure pay reflects the true cost of living and rises in line with national updates. You’ll also benefit from ongoing training, opportunities to grow your career, and the chance to be part of a business that values innovation, teamwork, and continuous improvement. On top of that, we pride ourselves on our friendly and inclusive workplace culture, where your ideas will be heard, your contributions celebrated, and your wellbeing supported.

Requirements

• Excellent verbal and written communication skills, with the ability to explain complex information clearly and empathetically.
• Strong customer service orientation with a proactive and solution-focused approach.
• Ability to manage and resolve customer queries efficiently, including complaints.
• Competence in using Microsoft Office applications (Word, Excel, Outlook) and customer management systems.
• Strong organisational skills and attention to detail.
• Ability to work independently and as part of a team in busy Contact center
• Basic understanding of energy billing and metering processes.
• Ability to handle sensitive customer data in line with GDPR and company policies.
• Problem-solving mindset with a willingness to learn heat networks.

Benefits

• Salary: £26,328 plus Customer Service Advisor Incentive Plan (up to £1000 payable per year)
• Holiday Allowance: 25 days of holiday per year plus English bank and public holidays.
• Pension Scheme: Employer pension contribution matched at 4%.
• Employee Assistance Programme (EAP): Free, confidential support available for personal and professional challenges.
• Corporate Social Responsibility (CSR) Programme: "DO RIGHT WITH INSITE" provides up to 2 paid days off per year for volunteering with company-led initiatives.
• Probation Period: 3 months as standard.
• Social Events: Regular company social events, including an annual Summer Party and Christmas Party.
• This benefits package offers a vibrant and supportive work environment, with opportunities for professional growth, work-life balance, and community engagement.

About Insite

Established in 2009, Insite Energy is a dynamic, fast-growing company that provides services to heat network suppliers in the UK. The services provided include metering & billing of residential customers, the installation (and retrofit) of credit billed and pay-as-you-go equipment, and ongoing maintenance and management of the heat network schemes.

We pride ourselves on our commitment to working as one team to put the customer and client first, delivering a reliable, competitive, and professional service. We are tireless in our efforts to be the best at what we do, which is reflected in our Trustpilot rating. With just over 130 current employees, we are small but mighty, delivering more by working together.

At Insite Energy, we embrace diversity and inclusion. We value all backgrounds, identities, and experiences. We're committed to providing equal opportunities for all and offering reasonable adjustments to ensure accessibility and inclusivity throughout the application process and in the workplace.

Our Values

• Community
• Innovation
• Excellence
• Sustainability