Customer Service Representative

Talented People; Carlisle; On-site; GBP 25,000; Full time

Job summary

A forward-thinking energy business in Carlisle is seeking a Customer Services Representative to enhance customer satisfaction. The ideal candidate will possess strong communication skills, a customer-focused approach, and organizational prowess. This full-time role offers a base salary of £24,570, a discretionary bonus, and additional benefits such as 25 days of holiday and a pension plan.

Benefits

Discretionary bonus

25 days holiday + bank holidays

Pension plan

Private healthcare scheme

Cycle-to-work scheme

Health and wellbeing support

Ongoing learning and development

Qualifications

• Excellent verbal and written communication skills.
• The ability to stay composed and constructive under pressure.
• Experience in customer service or call centre environments.

Responsibilities

• Be the first point of contact for customer enquiries.
• Support continuous improvement by helping to design and implement new systems.
• Handle billing queries and account reconciliations.

Skills

Excellent verbal and written communication skills

Empathy

Organisational skills

Customer service experience

Professional approach

Tools

Microsoft Office

Job description

Location: Carlisle, Cumbria

Salary: £24,570 (depending on experience) + performance bonus

Contract: Full-time, permanent

About the Role

We're looking for a Customer Services Representative to join a growing, forward-thinking energy business that's redefining how communities receive and experience heat and energy.

If you're passionate about customer advocacy, thrive in a fast-paced environment, and are motivated by making a tangible difference, this role offers the perfect platform to grow your career.

Experience in district heating or energy networks is welcomed but not essential — what matters most is apositive attitude, empathy, and a desire to deliver excellence.

What You'll Do

• Be the first point of contact for customer enquiries, ensuring swift, empathetic, and effective resolutions.
• Support continuous improvement by helping to design and implement new systems and processes.
• Handle billing queries, account reconciliations, and meter readings within our customer platform.
• Prepare and issue customer communications, reports, and updates.
• Assist with complaint resolution and ensure customers receive clear, fair, and respectful communication.
• Coordinate appointments between customers and engineers, ensuring smooth logistics and communication.
• Contribute to the company's mission to provide cleaner, smarter, and more sustainable energy solutions.

About You

You're an organised, self-motivated, and solutions-focused person who enjoys problem-solving and delivering high-quality work. You'll bring:

• Excellent verbal and written communication skills.
• A friendly, empathetic, and professional approach with customers.
• The ability to stay composed and constructive under pressure.
• Strong organisational skills and an eye for detail.
• Competence with Microsoft Office and general digital literacy.
• Experience in customer service or call centre environments (preferred).
• A collaborative mindset, balanced with the confidence to work independently.
• Experience in logistics, scheduling, or coordination is an advantage.

We offer

• £24,570 base salary (DOE)
• Discretionary bonus based on individual and business performance
• 25 days holiday + bank holidays (option to buy/sell up to 5 days)
• Pension plan
• Private healthcare scheme
• Cycle-to-work and electric vehicle lease schemes
• Health and wellbeing support
• Ongoing learning and development
• Company laptop and equipment provided