Energy Escalations Specialist 24/7 London

Wwshemi; Greater London; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Fully expensed tech

Breakfast and dinner allowance

Overnight pay

Performance bonus

Job summary

Fuse Energy is seeking an experienced Energy Specialist to own escalated tickets and complaints in London. This in-office role covers billing, switching, payments and smart metering, with shift patterns including weekends and optional overnight shifts as part of 24/7 customer support.

You will investigate cases, identify root causes, and coordinate with frontline teams to resolve issues quickly, using data and AI tools to drive outcomes.

Qualifications

• 1–2+ years experience at a UK energy supplier handling tickets, escalations or complaints.
• Strong understanding of energy supply, including switching, billing, payments, and smart metering.
• Comfortable using AI tools and data to investigate cases.
• Excellent written communication and ability to manage multiple workflows.

Responsibilities

• Resolve escalated tickets and complaints end to end, from investigation to fix and follow-up.
• Manage chat and ticket queues during shifts, prioritising cases and unblocking the frontline team quickly.
• Find root causes behind complaints and identify when an issue is wider.
• Raise clear, evidence-backed escalations that other teams can act on immediately.
• Demonstrate strong problem-solving and methodical root-cause analysis.
• Communicate clearly in writing and manage multiple workflows across ticketing and live support.
• Work in-office on a shift pattern, including weekends (overnight shifts optional).

Skills

Energy sector experience

Escalation handling

Ticketing systems

UK energy supplier

Tools

CRM software

AI tools

Data analysis

Job description

Fuse Energy is seeking an experienced Energy Specialist to own escalated tickets and complaints in London. This in-office role covers billing, switching, payments and smart metering, with shift patterns including weekends and optional overnight shifts as part of 24/7 customer support.

You will investigate cases, identify root causes, and coordinate with frontline teams to resolve issues quickly, using data and AI tools to drive outcomes.