Energy Efficiency Advisor - Customer Care & Scheme Support

Sureserve Group; Bathgate; Remote; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Pension scheme

Life assurance

Flexible benefits scheme

32 days annual leave

Employee Assistance Programme

Job summary

Sureserve Group in Bathgate is seeking experienced Customer Service Advisors to support customers by identifying energy-efficiency opportunities and guiding them to relevant measures, services, and schemes.

You will handle calls, deliver excellent service, assess eligibility, provide clear options, and generate referrals while maintaining accurate records. A target-driven role with a collaborative team environment.

Qualifications

• Experience in a customer service, contact centre or telephone-based role.
• Excellent communication and listening skills.
• Strong questioning, fact-finding and problem-solving abilities.
• Ability to explain information clearly and simply.
• Strong attention to detail and accurate data entry skills.
• Comfortable working to targets and performance measures.
• Customer-focused with the ability to build rapport quickly.
• Able to support vulnerable customers with empathy and professionalism.
• Good IT skills and confidence using multiple systems.
• Experience within energy, utilities, housing or funded schemes is desirable.

Responsibilities

• Handle inbound and outbound customer calls in a professional and efficient manner.
• Deliver an excellent customer experience on every interaction.
• Understand customer circumstances and energy-efficiency needs through effective questioning.
• Provide advice on available measures, services and support schemes.
• Assess customer eligibility against scheme criteria.
• Explain available options, eligibility requirements and next steps clearly.
• Generate referrals and leads for eligible customers.
• Maintain accurate customer records and case notes across company systems.
• Resolve customer enquiries and concerns effectively.
• Work collaboratively with colleagues and stakeholders across the business.
• Achieve agreed KPIs relating to quality, productivity, compliance, customer satisfaction and lead generation.

Skills

Customer service

Communication

Questioning

Data entry

Empathy

Targets

Vulnerable customers

IT skills

Energy knowledge

Job description

Sureserve Group in Bathgate is seeking experienced Customer Service Advisors to support customers by identifying energy-efficiency opportunities and guiding them to relevant measures, services, and schemes.

You will handle calls, deliver excellent service, assess eligibility, provide clear options, and generate referrals while maintaining accurate records. A target-driven role with a collaborative team environment.