Customer Service Representative

HIRING PEOPLE; Sevenoaks; Hybrid; GBP 24,000 - 28,000; Full time

Job summary

A leading customer service company in Sevenoaks is seeking a Customer Service Representative who is confident, resilient, and empathetic. This role involves handling billing queries, customer complaints, and assisting with various administrative tasks. The ideal candidate should possess strong telephone skills, attention to detail, and experience in a phone-based customer service role. The position offers a salary of £24,000-£28,000, along with benefits such as holiday allowance and a work-from-home option.

Benefits

22 Days Holiday + Bank Holidays

Company Bonus Scheme (after one year of employment)

One day per week work-from-home option

Full training and ongoing development

Qualifications

• Right to work in the UK.
• Valid driving licence and own car.
• Living within a 30-minute drive of Sevenoaks.

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 debt management team.
• Field technical queries to external partners.
• Update and maintain accurate customer records.
• Manage move-in/move-out queries for residents.
• Request customer feedback and encourage online reviews.
• Assist with admin duties, including post and Welcome Packs.
• Ensure GDPR and data privacy compliance.

Skills

Strong telephone skills

Resilience under pressure

Firm but empathetic approach

Problem-solving mindset

Attention to detail

Good numeracy skills

Good organisation skills

Experience in a phone-based customer service role

Tools

Microsoft Office (Excel & Word)

Job description

Overview

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 with professionalism, and take pride in solving problems, we’d love to hear from you.

Our client 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 both private and social housing across the UK, issuing bills for tens of thousands of customers each year. We also support many more households via our pre-payment system.

This is a customer-facing role where you will be the first point of contact for residents, mainly by phone, but also by email. You’ll be responsible for handling billing queries, resolving complaints, and explaining charges clearly and professionally. Many customers may be upset or frustrated when they call, so you’ll need to stay calm, stand your ground where necessary, and still show empathy and understanding. It’s a great opportunity for someone who thrives on communication, enjoys problem-solving, and wants to play a key role in delivering excellent customer service.

Essential requirements

• Right to work in the UK
• Valid driving licence and own car
• Living within a 30-minute drive of Sevenoaks

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
• Field technical queries to external partners
• Update and maintain accurate customer records
• Manage move-in/move-out queries for residents
• Request customer feedback and encourage online reviews
• Assist with admin duties, including post and Welcome Packs for new tenants
• Ensure GDPR and data privacy compliance

Must-have skills

• Strong telephone skills – confident, clear, and personable
• Resilience under pressure – able to handle angry or upset customers without losing composure
• Firm but empathetic approach – balancing authority with care for vulnerable residents
• Problem-solving mindset – able to explain bills and processes clearly, even to frustrated customers
• Attention to detail – accuracy in billing and data is essential
• Good numeracy skills – confident working with figures, explaining bills, and helping customers understand their costs
• Good organisation, diary management, and Microsoft Office skills (Excel & Word)
• Previous experience in a phone-based customer service role is strongly preferred

Location

• Based in Sevenoaks, with occasional travel to our Leatherhead office

Benefits Include

• £24,000-£28,000 Salary (Based on Skills and Experience)
• 22 Days Holiday + Bank Holidays
• Company Bonus Scheme (after one year of employment)
• One day per week work-from-home option
• Full training and ongoing development

How to Apply

If you’re looking to make a difference in a role where you’ll be valued, challenged, and supported, apply now and join our dedicated team. https://www.evinoxresidential.co.uk/