Customer Service Representative

HIRING PEOPLE; Sevenoaks; On-site; GBP 23,000 - 30,000; Full time

Benefits offered by this job

22 days’ holiday plus bank holidays

Company bonus scheme after one year of

Option to work from home one day per

Automatic enrolment into the companyp­

Job summary

Based in Sevenoaks, with regular travel to our Leatherhead office during training, we’re seeking a confident, resilient and empathetic Customer Service Representative to be the voice of our business. If you enjoy talking to people on the phone and can handle difficult conversations professionally, we’d love to hear from you.

You’ll answer calls and emails, handle billing queries and refunds, resolve complaints, support our debt management team, update records and assist with welcome packs for

Qualifications

• Right to work in the UK.
• A valid driving licence and access to your own car.
• Living within a 45-minute drive of Sevenoaks.
• Previous experience in a telephone-based customer service role is preferred.

Responsibilities

• Answer customer calls and emails promptly and professionally.
• Handle billing queries, payment plans and refund requests.
• Resolve complaints and de-escalate tense situations.
• Support our debt management team.
• Refer technical queries to external partners.
• Update and maintain accurate customer records.
• Request customer feedback and encourage online reviews.
• Assist with administrative duties, including post and welcome packs for new tenants.

Skills

Telephone skills

Resilience

Empathy

Problem solving

Attention to detail

Numeracy

Organisation

Excel

Word

Customer service experience

Tools

Excel

Word

Job description

Based in Sevenoaks, with regular travel to our Leatherhead office during training. Join our dynamic customer service team. We’re looking for a confident, resilient and empathetic Customer Service Representative to be the voice of our business. If you enjoy talking to people on the phone, can handle difficult conversations professionally and take pride in solving problems, we’d love to hear from you.

About us

Evinox Residential is a leading specialist in energy metering, billing and services for communal and district heating systems. Using our in-house billing platform, we look after hundreds of communal and district schemes for private and social housing providers across the UK, issuing bills to tens of thousands of customers each year. We also support many more households through our pre-payment system.

What you’ll do

• Answer customer calls and emails promptly and professionally
• Handle billing queries, payment plans and refund requests
• Resolve complaints and de-escalate tense situations
• Support our debt management team
• Refer technical queries to external partners
• Update and maintain accurate customer records
• Request customer feedback and encourage online reviews
• Assist with administrative duties, including post and welcome packs for new tenants

Essential requirements

• Right to work in the UK
• A valid driving licence and access to your own car
• Living within a 45-minute drive of Sevenoaks

Skills and experience

• Strong telephone skills, with a confident, clear and personable manner
• Resilience under pressure and the ability to handle angry or upset customers without losing composure
• A firm but empathetic approach, balancing authority with care for vulnerable residents
• A problem-solving mindset and the ability to explain bills and processes clearly
• Excellent attention to detail, as accuracy in billing and customer data is essential
• Good numeracy skills, with the confidence to work with figures, explain bills and help customers understand their costs
• Good organisational and diary-management skills
• Competence using Microsoft Office, particularly Excel and Word
• Previous experience in a telephone-based customer service role is strongly preferred

Location

The role is based in Sevenoaks, with regular travel to our Leatherhead office during training.

Salary and benefits

• 22 days’ holiday plus bank holidays
• Company bonus scheme after one year of employment
• Option to work from home one day per week
• Automatic enrolment into the company pension scheme after three months of employment