Energy Service Desk Lead (Hybrid)

ESG; Chorley; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

ESG in Chorley is seeking a Service Desk Lead to support UK energy suppliers using our billing and CRM products. You will manage a small team, triage tickets, and coordinate with internal teams to resolve issues. The role offers hybrid work and initial office-based training.

You will guide client communication, document investigations and ensure timely escalation when needed, contributing to service excellence and continuous improvement.

Qualifications

• Experience in UK energy supply operations, utilities, billing, CRM or related environment.
• Experience handling customer queries through a ticketing system.
• Strong written communication with clients and colleagues.
• Analytical and problem-solving capabilities.
• Ability to investigate issues logically and gather required info.
• Good organisational skills; multitask and manage tickets.
• High attention to detail and accuracy.
• Ownership mentality and accountability for outcomes.
• Clear communication with operational and technical teams.
• Comfortable learning new systems, products and processes.

Responsibilities

• Manage client queries and issues via the ticketing service.
• Take ownership from receipt to resolution or escalation.
• Review and triage new tickets, clarifying priority and impact.
• Provide clear, professional written responses to clients.
• Update clients throughout ticket lifecycle and collaborate with teams.
• Ask questions and collect information to support investigation.
• Maintain a portfolio of open tickets and hit service levels.
• Ensure tickets include investigations, actions and outcomes.
• Confirm resolution with clients before closing tickets.
• Investigate issues related to billing and CRM products; escalate when needed.
• Translate technical findings into client-friendly explanations.

Skills

UK energy operations

Ticketing system experience

Strong written communication

Analytical and problem solving

Investigate issues logically

Organisational skills

Attention to detail

Ownership and accountability

Effective cross-team communication

Willingness to learn new systems

Job description

ESG in Chorley is seeking a Service Desk Lead to support UK energy suppliers using our billing and CRM products. You will manage a small team, triage tickets, and coordinate with internal teams to resolve issues. The role offers hybrid work and initial office-based training.

You will guide client communication, document investigations and ensure timely escalation when needed, contributing to service excellence and continuous improvement.