Energy Escalations Specialist — 24/7 Support (London)

Fuse Energy; Greater London; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Fully expensed tech to match your need

Breakfast and dinner allowance for in‑

Breakfast and dinner allowance for in‑

Job summary

Fuse Energy in London is seeking an Energy Specialist to own escalated tickets and complaints within our 24/7 customer support framework. You will handle cases from frontline teams, including billing, switching, payments, and smart metering, with an in-office shift pattern and optional overnight shifts.

The role emphasizes solving complex issues beyond SOPs, clear escalations, and strong written communication as you support customers across multiple workflows.

Qualifications

• 1–2+ years experience at a UK energy supplier handling tickets, escalations or complaints.
• Strong understanding of energy supply, including switching, billing, payments, industry data flows and smart metering.
• Comfortable using AI tools and data to investigate cases.
• Strong problem-solving skills and a methodical approach to finding root causes.
• Exceptional written communication skills.
• Proven ability to manage multiple workflows across ticketing, live customer support, and queue management simultaneously.

Responsibilities

• Resolve escalated tickets and complaints end to end, from investigation to fix to customer follow-up.
• Manage chat and ticket queues during shifts prioritising cases and unblocking the frontline team quickly.
• Find the root cause behind complaints and spot when a one-off is a wider issue.
• Solve complex issues outside standard operating procedures (SOPs), escalating only when the fix is beyond your scope.
• Raise clear, evidence-backed escalations that other teams can act on straight away.

Skills

Ticket handling experience

Energy supply knowledge

AI tools for investigations

Problem solving

Written communication

Multi-workflow management

Job description

Fuse Energy in London is seeking an Energy Specialist to own escalated tickets and complaints within our 24/7 customer support framework. You will handle cases from frontline teams, including billing, switching, payments, and smart metering, with an in-office shift pattern and optional overnight shifts.

The role emphasizes solving complex issues beyond SOPs, clear escalations, and strong written communication as you support customers across multiple workflows.