Energy Efficiency Customer Advisor | Eligibility & Support

Sureserve; Bathgate; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Pension scheme

Life assurance

Flexible benefits scheme

32 days annual leave

Job summary

Sureserve in Bathgate seeks an experienced Customer Service Advisor to help customers access energy efficiency measures and support schemes. You will handle calls, answer questions, provide clear guidance and keep accurate records across systems.

The role requires strong communication, problem-solving and data-entry skills, with a customer-focused approach and ability to work to targets. Competitive salary and benefits offered.

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.
• 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 experience

Excellent communication

Questioning / fact-finding

Problem solving

Attention to detail

Target-driven

Empathy for vulnerable customers

IT skills

Job description

Sureserve in Bathgate seeks an experienced Customer Service Advisor to help customers access energy efficiency measures and support schemes. You will handle calls, answer questions, provide clear guidance and keep accurate records across systems.

The role requires strong communication, problem-solving and data-entry skills, with a customer-focused approach and ability to work to targets. Competitive salary and benefits offered.