Multichannel Customer Support Advisor – Heat Networks

Switch2 Energy Limited; Saltaire; Hybrid; GBP 20,000 - 28,000; Full time

Job summary

Switch2 Energy Limited is seeking a Customer Support Representative in Shipley, West Yorkshire. You will handle multi-channel customer inquiries, own cases from start to finish, assist with billing and appointments, and promote digital self‑service tools while maintaining high service levels across voice and digital channels.

The role requires professionalism, ownership, and strong communication across channels, with a dynamic workload including peak periods and possible call handling coverage.

Qualifications

• Minimum 2 years’ experience in Customer Service or a similar role.
• GCSE or NVQ Level 2/3 in Customer Service or Administration.
• Experience in multi-channel customer support environments.
• Knowledge of utilities, energy services or heat networks desirable.

Responsibilities

• Handle and respond to customer and client contact via phone, email, webchat, WhatsApp and social media, aiming for first-time resolution.
• Take full ownership of queries from initial contact to final resolution and update stakeholders.
• Assist customers with billing, account queries, appointments and general service enquiries.
• Provide clear, accurate guidance and technical advice on heat network services.
• Encourage use of digital self-serve tools and promote new features.
• Log, escalate and manage complaints per policies and regulatory requirements.
• Maintain clear communication with customers throughout the complaint journey.
• Identify early signs of dissatisfaction and prevent escalation where possible.
• Manage workload to meet KPI targets with accuracy and timeliness.
• Collaborate across departments to deliver seamless resolutions and uphold team ethos.
• Support wider operations with flexible tasks in a fast-paced environment.
• Provide feedback on customer trends, system usability and improvement opportunities.

Skills

Customer service experience

Multichannel support

Communication skills

Problem solving

Use of CRM and digital tools

Education

GCSE or NVQ Level 2/3 in Customer Service or Administration

Tools

CRM software

Microsoft Office

Job description

Switch2 Energy Limited is seeking a Customer Support Representative in Shipley, West Yorkshire. You will handle multi-channel customer inquiries, own cases from start to finish, assist with billing and appointments, and promote digital self‑service tools while maintaining high service levels across voice and digital channels.

The role requires professionalism, ownership, and strong communication across channels, with a dynamic workload including peak periods and possible call handling coverage.