Remote Customer Relationship & Support Specialist

Brook Green Supply; Greater London; On-site; GBP 24,000 - 32,000; Full time

Job summary

Brook Green Supply in London is seeking a Customer Relationship Support to act as the primary contact for inbound and outbound queries from non-key accounts. You will work to resolve issues end-to-end with clear ownership and high-quality customer experiences.

The role emphasizes accuracy in CRM records (HubSpot, Junifer), proactive communication, teamwork, and progression within 12 to 18 months.

Qualifications

• Experience in energy industry with commercial supply contracts.
• Experience in contact centres or helpdesk operations.
• Proficient in Microsoft Office (PowerPoint and Excel).
• Excellent attention to detail.
• Efficient problem-solving and issue-resolution skills.
• Numerate with good analytical skills.
• Previous team or people management is preferable.
• Excellent verbal and written communication skills.
• Able to prioritise and manage workload.

Responsibilities

• Act as the first point of contact for customer queries and complaints via phone, email and other channels.
• Take ownership of customer issues from initial contact through to resolution within service levels.
• Manage and resolve customer complaints, escalating complex cases appropriately.
• Maintain accurate, complete and auditable records of customer interactions in CRM systems (HubSpot, Junifer).
• Communicate proactively with customers, providing regular updates and managing expectations.
• Liaise with internal departments to investigate and resolve enquiries efficiently.
• Support collection and maintenance of customer information for billing and account accuracy.
• Prioritise and manage workload to meet service standards and deadlines.
• Ensure work complies with established processes, quality standards, and regulatory requirements.
• Strive for right-first-time resolution and improve customer satisfaction.
• Identify recurring issues and suggest process improvements.
• Monitor escalations and route through correct channels.
• Contribute to a positive team environment and seek progression.

Skills

Energy industry experience

Contact centres experience

Microsoft Office

Attention to detail

Problem-solving

Numeracy

Team leadership experience

Communication skills

Workload prioritisation

Tools

HubSpot

Junifer

Job description

Brook Green Supply in London is seeking a Customer Relationship Support to act as the primary contact for inbound and outbound queries from non-key accounts. You will work to resolve issues end-to-end with clear ownership and high-quality customer experiences.

The role emphasizes accuracy in CRM records (HubSpot, Junifer), proactive communication, teamwork, and progression within 12 to 18 months.