Customer Service Specialist

Hemiko; Rockcliffe; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Discretionary bonus based on personal/

Pension plan

Private health care scheme

Cycle to work scheme

Electric Car lease scheme

Health and well-being support

Continuing learning and development

Company PC/laptop

Job summary

Hemiko in the United Kingdom is seeking a Customer Services Specialist reporting to the Head of Customer Experience. You will provide excellent service by answering enquiries, resolving billing issues and handling complaints, while helping to improve customer service processes for the district heating services offered.

We are looking for a proactive problem-solver with strong communication skills, ideally with call centre or helpdesk experience.

Qualifications

• Experience in customer service, call centre or helpdesk environments.
• Excellent verbal and written communication skills, with the ability to explain technical information clearly and empathetically.
• Strong organisational skills with the ability to manage multiple priorities and meet deadlines.

Responsibilities

• Deliver excellent customer service across phone, email and digital channels, resolving enquiries efficiently and professionally.
• Manage customer accounts, investigate billing, metering and payment queries to identify and resolve issues.
• Respond to and support the resolution of customer complaints in line with company processes.
• Coordinate engineer appointments, monitor work orders and keep customers informed of progress.
• Produce customer communications, reports and account updates to support business operations.
• Identify and escalate incidents, risks or service issues that may have a significant customer or business impact.
• Work collaboratively across teams to deliver a seamless customer journey.
• Support continuous improvement of systems, processes and customer communications.
• Maintain accurate customer records and ensure activities comply with quality, compliance and data protection requirements.

Skills

Customer service

Communication

Problem solving

Organisational skills

Attention to detail

Microsoft Office

Tools

Microsoft Office

Job description

Hemiko are recruiting for a Customer Services Specialist reporting to the Head of Customer Experience.

The successful candidate will be responsible for providing excellent service to customers by answering enquiries, resolving billing issues and handling complaints. You'll also work on improving customer service processes and ensure customers are informed about the district heating services that we offer.

We are looking for a customer service champion to join our growing team. Someone who is passionate about helping others and has a knack for solving problems. This role is perfect for someone with experience in customer service, ideally in a call centre or helpdesk environment. You'll be using your strong communication skills to answer questions, troubleshoot issues, and ensure customer satisfaction and company's success. You have a genuine interest in the field and want to contribute to a growing department.

About Hemiko

Hemiko is a fast-growing innovative business which is looking to invest in and deliver over £1bn of heat network projects in the coming years. We fund, design, build, operate and maintain low carbon district energy networks and building energy systems. We work with local authorities, developers, house builders, and property owners to deliver low-carbon energy solutions at scale. We are looking to lead on town and city scale decarbonisation and are committed to delivering high-quality services for the communities we serve.

The Role

Hemiko are seeking a Customer Services Specialist to work under the Head of Customer Experience to learn and develop while delivering value to the Customer Services team.

Specifically, the successful candidate will have a passion about customer advocacy and can thrive in a fast-paced environment. We are looking for a dynamic individual who is deeply committed to championing our customers' needs. Your role will be pivotal in ensuring that the level of service we deliver, both on an individual level and as a company, exceeds expectations. Experience in district heating networks is preferred but not essential.

The compact nature of the business and our rapid growth means that the candidate has significant opportunity to develop their career in a friendly environment working with and alongside a broadly experienced team of commercial professionals of varying levels.

Candidate

We're looking for an organised, self-motivated, and positive individual who enjoys solving problems and taking ownership of their work. You'll be confident working independently as well as collaboratively, able to manage your workload effectively, meet deadlines, and approach challenges with initiative and a solutions-focused mindset.

You'll be an excellent communicator with a personable and empathetic approach, comfortable working with customers, engineers, and colleagues from a range of backgrounds. Resilience, fairness, and professionalism are essential, along with a willingness to contribute new ideas as we continue to innovate and deliver more sustainable, customer-focused energy solutions.

Key responsibilities:

• Deliver excellent customer service across phone, email and digital channels, resolving enquiries efficiently and professionally.
• Manage customer accounts, investigating billing, metering and payment queries to identify and resolve issues.
• Respond to and support the resolution of customer complaints in line with company processes.
• Coordinate engineer appointments, monitor work orders and keep customers informed of progress.
• Produce customer communications, reports and account updates to support business operations.
• Identify and escalation incidents, risks or service issues that may have a significant customer or business impact.
• Work collaboratively across Customer Experience, Operations and Engineering teams to deliver a seamless customer journey.
• Support the continuous improvement of systems, processes and customer communications.

• Maintain accurate customer records and ensure all activities are completed in line with quality, compliance and data protection requirements.

Desirable Experience

• Previous experience in a customer service, contact centre or helpdesk environment.
• Excellent verbal and written communication skills with the ability to explain technical information clearly and empathetically.
• Experience handling customer complaints and resolving issues professionally.
• Strong organisational skills with the ability to manage multiple priorities and meet deadlines.
• Confident using Microsoft Office and learning new systems and technologies.
• A proactive, solutions-focused approach with the ability to work independently and as part of a team.
• High attention to detail and the ability to investigate, analyse and resolve customer queries.
• Experience coordinating appointments or working with field-based teams is desirable.
• A genuine passion for delivering excellent customer service and contributing to a growing, innovative business.

Remuneration and Info

• Remuneration: Base £26,228.
• Discretionary bonus based on individual and business performance.
• An inclusive culture that promotes diversity.
• Holidays 25 days a year plus statutory holidays - with an option to purchase, or sell, up to an additional 5 days per annual leave year.
• Pension plan provision.
• Private health care scheme available.
• Cycle to work scheme.
• Electric Car lease scheme.
• Health and well-being support.
• Continuing learning and development opportunities.
• Company PC/laptop, etc.

At Hemiko, we recognise that flexibility is important and are open to discussing working arrangements that support both individual circumstances and business needs.

We are proud to be an equal opportunities employer. We welcome applications from all backgrounds regardless of ethnicity, gender or gender expression, disability, age, marital status, trade union activity, religious belief, sexual orientation, or socioeconomic background. We are also an Armed Forces-friendly organisation and encourage applications from ex-service personnel, reservists, veterans, cadet instructors, and military spouses/partners

We value openness and collaboration, avoiding unnecessary complexity and silos. We are a young, growing business in the rapidly expanding low-carbon energy sector, offering significant opportunities for career development and flexibility while delivering meaningful outcomes for the communities we serve.