Query Management Customer Service Advisor

SSE plc; England; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

A leading energy company in the UK is seeking Customer Service Advisors to assist customers with Energy account queries. You will be responsible for providing resolutions to issues and delivering exceptional customer service. Candidates should have a strong background in customer service and excellent communication skills. This position includes a salary range of £29,504 - £34,757 with flexible benefits.

Benefits

Discounts on private healthcare

Gym memberships

Wellbeing benefits

Interest-free loans on tech

Cycle to Work scheme

Generous family entitlements

Qualifications

• Experience in a customer service role.
• Strong communication and active listening skills.
• Able to work independently and as part of a team.

Responsibilities

• Respond to inbound customer/TPI queries via email and/or phone.
• Support frontline query resolution for Premium Brokers.
• Diagnose issues and provide effective solutions.

Skills

Customer service experience

Strong communication skills

Active listening

Problem-solving mindset

Ability to work independently

Tech-savvy

Job description

Overview

Base Location: Reading

Salary: £29,504 - £34,757 + a range of benefits to support your finances, wellbeing and family.

Working Pattern: 12 Month Secondment

Are you a natural problem solver with a passion for helping people and delivering truly exceptional customer service? Do you thrive in a fast-paced environment where delivering the right resolution matters? Do you take pride in resolving issues efficiently and leaving customers satisfied?

We’re looking for Customer Service Advisors who are committed to supporting our customers and brokers with queries related to their Energy accounts. You will be required to provide resolutions to all issues presented whilst promoting and maintaining a high level of customer service, for both internal and external stakeholders. The ability to listen, think critically, liaise with appropriate internal business teams and communicate effectively to identify resolutions to all presented issues will be crucial.

Your Role

• Respond to inbound customer/TPI queries via email and/or phone showing professionalism and empathy
• Supporting frontline query resolution for our Premium Brokers
• Diagnose issues and provide effective solutions on the first contact whenever possible
• Use internal systems and knowledge bases to assist customers confidently
• Document interactions clearly and accurately
• Collaborate with team members to share knowledge and improve processes

What we are looking for

• Experience in a customer service role
• Strong communication and active listening skills
• Strong problem-solving mindset with a focus on first touch resolution
• Ability to work independently and as part of a team
• Tech – savvy and comfortable navigating multiple systems

About SSE

SSE has a bold ambition – to be a leading energy company in a net zero world. We\'re building the world\'s largest offshore wind farm. Transforming the grid to provide greener electricity for millions of people and investing over £20 billion in homegrown energy, with £20 billion more in the pipeline.

SSE Energy Solutions supports UK organisations by delivering energy and low-carbon energy solutions. These include EV hubs, solar systems, smart technologies, and heating and cooling networks. We power the net zero transition by helping customers cut carbon and costs, and by building and investing in flexible energy infrastructure.

Flexible benefits to fit your life

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

Work with an equal opportunity employer

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact Zoe at [e-mail] to discuss how we can support you.

We\'re dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.

Ready to apply?

Start your online application using the Apply Now box on this page. We only accept applications made online. We\'ll be in touch after the closing date to let you know if we\'ll be taking your application further. If you\'re offered a role with SSE, you\'ll need to complete a criminality check and a credit check before you start work.

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