Energy Support Advisor

AgilityEco; Aylesbury; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Company vehicle for business use

Matched or contributory pension scheme

Online GP service

Employee assistance programme

My Rewards portal

Life assurance

Cycle to work, salary finance and give

Volunteering days

Annual leave + bank holidays

Job summary

M Group Energy is hiring an Energy Support Advisor based at the Aylesbury office with the flexibility to work from home up to two days per week. You will triage needs, guide residents to energy support services and arrange appointments to help households access vital assistance.

Ideal candidates bring telephone-based customer service experience, a solid understanding of energy usage and vulnerability awareness, plus experience with CRMs and MS Office.

Qualifications

• Experience in a telephone-based customer service, contact centre, advisory or support role.
• Good understanding of household energy usage, energy efficiency and practical energy-saving measures.
• Awareness of customer vulnerability, including fuel poverty, financial hardship and health-related needs.

Responsibilities

• Delivering telephone-based triage for residents, offering initial support and energy efficiency advice.
• Booking telephone and face-to-face appointments with travel considerations.
• Handling inbound enquiries with high standard of customer service and support.
• Managing conversations with empathy and professionalism to achieve positive outcomes.
• Identifying opportunities to convert enquiries into energy advice appointments or home visits.
• Providing accurate information and onward signposting through suitable channels.
• Updating CRM and work management systems with accurate customer information.
• Maintaining records of all interactions and administrative activity.
• Collaborating with internal teams and external partners to ensure seamless service delivery.
• Handling sensitive information in line with GDPR and company policies.

Skills

Customer service

Telephone-based experience

Energy awareness

Education

A Level 3 Energy Awareness qualification

Tools

CRM systems

Microsoft Office

Work management platforms

Job description

Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.

Where will you be working?

At M Group Energy, we’re enabling the energy essential to support our lives. We provide an end-to-end service, delivering solutions in electricity transmission, distribution, renewable energy, EV, metering and home decarbonisation.

Home Decarbonisation

We’re working to eliminate fuel poverty, providing end-to-end management in energy efficiency and carbon reduction. Our team works closely with homeowners and local authority partners to provide home energy advice to prepare for Net Zero. You’ll be part of our Home Decarbonisation team, working across community programmes designed to support households most in need.

Energy Support Advisor

Based at our Aylesbury office, with the flexibility to work from home up to two days per week, you'll play a key role in ensuring customers receive the right support at the right time.

What will you be doing?

As a Triage & Bookings Advisor, you'll help create a positive and supportive experience for residents from their very first interaction with us. Working closely with customers, colleagues and delivery partners, you'll assess needs, provide guidance and arrange appointments that help households access vital energy support services.

• Delivering telephone-based triage for residents, offering initial support, energy efficiency advice and identifying suitable next steps
• Booking telephone and face-to-face appointments, ensuring efficient scheduling and consideration of travel requirements
• Handling a wide variety of inbound enquiries, providing a high standard of customer service and support
• Managing conversations with empathy and professionalism while maintaining focus on achieving positive outcomes
• Identifying opportunities to convert enquiries into energy advice appointments or home visits where appropriate
• Providing accurate information, guidance and onward signposting through the most suitable communication channels
• Updating CRM and work management systems with accurate and timely customer information
• Maintaining clear records of all customer interactions and administrative activity
• Working collaboratively with internal teams and external partners to support seamless service delivery
• Handling personal and sensitive information safely and in line with GDPR requirements and company policies
• Identifying safeguarding concerns and following appropriate escalation procedures
• Recognising risks, issues and opportunities, escalating where necessary to support excellent customer outcomes
• Contributing to continuous improvement initiatives that enhance service delivery and support business objectives

This is a role where communication, empathy and attention to detail genuinely make a difference. You'll be helping people access support that can improve their homes, reduce energy costs and create lasting positive outcomes for households across the communities we serve.

What you'll bring

We're looking for someone who enjoys helping people, takes pride in providing excellent customer service and thrives in a fast-paced environment. You'll have:

• A Level 3 Energy Awareness qualification
• Experience in a telephone-based customer service, contact centre, advisory or support role
• A good understanding of household energy usage, energy efficiency and practical energy-saving measures
• Awareness of customer vulnerability, including fuel poverty, financial hardship and health-related needs
• Knowledge of safeguarding principles and the ability to respond appropriately to concerns
• Experience using CRM systems, work management platforms and Microsoft Office applications
• Strong written and verbal communication skills with excellent attention to detail
• The ability to manage sensitive and confidential information appropriately
• Strong organisational skills and the ability to manage multiple priorities while meeting service levels and deadlines
• A proactive approach to problem solving and decision making
• The confidence to work independently while contributing positively as part of a wider team

What's in it for you?

We offer a range of benefits designed to support your life in and out of work, some of which include;

• Company vehicle for business use
• Matched or contributory pension scheme
• Online GP service, 24 hours a day, 365 days a year
• Employee assistance programme
• My Rewards portal, access to 1000’s of retail discounts
• Life assurance
• Cycle to work, salary finance and give as you earn schemes
• Enhanced maternity, paternity leave and adoption leave
• Reward and recognition scheme

In addition, this role offers:

• 25 days annual leave plus bank holidays
• 2 Paid volunteer days per year

About Us

We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We are one of the Top 100 UK companies actively supporting and recruiting veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.

Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.

• We’re responsible and go further for our people, clients, communities and the planet
• We’re open and seek new and better ways of exceeding expectations
• We’re together and as one team; the whole is greater than the sum of the parts
• We’re ambitious and embrace opportunity, to lead essential infrastructure services for life

Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.

It’s an exceptional time to be a part of M Group.

Please note: Occasionally, job adverts might be closed before the stated closing date.

For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.