Customer Service Representative

ESP Utilities Group Ltd; Leatherhead; On-site; GBP 20,000 - 28,000; Full time

Benefits offered by this job

26 days holiday, increasing with service

Bonus

Enhanced Pension

Private Medical Insurance

Life insurance

Company training programmes

Employee Rewards Portal

Enhanced Family Friendly benefits

Paid volunteering day

Job summary

A utilities service provider in Leatherhead is seeking a Customer Service Representative to deliver exceptional customer service during critical moments. The role involves handling inquiries, maintaining records, and providing support to vulnerable customers. The ideal candidate should possess excellent communication skills and a detail-oriented mindset, working proactively to enhance customer care. Opportunities for growth and various benefits are included.

Qualifications

• Excellent communication and interpersonal skills are essential.
• Capable of working independently and in a team environment.
• Must demonstrate a proactive approach to customer care.

Responsibilities

• Handle customer inquiries via phone and email with clarity and care.
• Maintain and update customer records accurately.
• Proactively contact vulnerable customers during power loss events.

Skills

Excellent communication skills

Organized and detail-oriented

Proactive problem-solving

Teamwork

Confidence with customer service systems

Tools

Microsoft Office

Job description

Overview

Are you passionate about delivering exceptional customer service and making a real difference during critical moments? We’re looking for a Customer Service Representative to join our dynamic team and help us support our customers with empathy, efficiency, and professionalism.

Key Responsibilities

• Handle customer inquiries via phone and email with clarity and care.
• Maintain and update customer records in our core system.
• Proactively contact vulnerable customers during power loss events to offer support.
• Accurately log all customer interactions and service updates.
• Liaise with sub-contractors and customers to coordinate delivery of sub-contracted works.
• Manage compensation payments in line with industry standards for customers affected by power outages.
• Take ownership of service-related issues, resolving them confidently and professionally.
• Demonstrate empathy and understanding in challenging customer situations.
• Assist in preparing regularly scheduled reports.
• Ensure all enquiries are handled in accordance with relevant legislation, regulations, and customer care standards.
• Provide administrative support throughout the asset adoption process.

What We’re Looking For

• Has excellent communication and interpersonal skills.
• Is highly organised and detail-oriented.
• Can work independently and as part of a team.
• Is confident using customer service systems and Microsoft Office tools.
• Has a proactive approach to problem-solving and customer care.

Why Join Us?

• Be part of a supportive and inclusive team.
• Make a meaningful impact on customers’ lives.
• Enjoy opportunities for growth and development.
• Work in a role where your empathy and professionalism truly matter.

Benefits

• Holidays: 26 days, going up to 27 after 3 years and up to 28 after 5 years of employment. The company gives you the opportunity to buy/sell up to 3 days per year.
• Bonus
• Enhance Pension
• Private Medical Insurance
• Life insurance
• Company training programmes to help you develop.
• Employee Rewards Portal: access to exclusive discounts and flexible benefits such as Cycle to Work and EV car Salary Sacrifice Scheme.
• Enhanced Family Friendly benefits: Enhanced maternity and paternity pay and paid time off when receiving fertility treatment.
• Volunteering day: one day a year fully paid.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Customer Service
• Industries: Utilities