Energy Escalations Specialist - London (Shift-Based)

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Greater London

Hybrid

GBP 29,000 - 35,000

Full time

2 days ago

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Benefits offered by this job

Overnight pay

Fully expensed tech

Breakfast and dinner allowance

Job summary

Fuse Energy in London is seeking an experienced Energy Specialist to own escalated tickets and complaints across billing, switching and smart metering. This shift-based, in-office role is part of our industry-leading 24/7 customer support.

You will resolve cases end-to-end, prioritise queues, and work with AI tools to investigate, finding root causes and ensuring timely resolutions. Weekend coverage is required, with optional overnight shifts.

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.
Exceptional written communication skills.
Proven ability to manage multiple workflows across ticketing and live customer support.

Responsibilities

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