Hybrid 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

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.