Customer Care Advisor - #1800522

Please note we are not able to facilitate Visa or Relocation Sponsorship at present or in the future and therefore can only accept UK based applications from candidates who are able to commute to HQ in London, Chiswick 2 times per week

London, Hybrid (2 days per week in the office)

£28,808

️ Our Perks

Values-driven culture – we’re really proud of our culture.

Drive Your Own Experience

• Personalised Learning and Development Budget
• Hybrid working hours – Each team has their own Smart Working Charter that empowers you to do your work in the best way you can
  
  

Empowering you to be your most authentic self

• 25 Holiday Days + your local bank holidays
• 1 Birthday day – it only happens once a year!
• 3 So Giving Days - spend these days giving back to your chosen cause
• Religious Celebrations Leave
• Mental Healthcare – Sessions with Unmind
• Enhanced Family Leave
  
  

So Energy

Who we are

So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 350,000 customers and over 450 Energists (what we call our people). But we’re not done. We’re on the road to a net zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer-centric, tech-led, and passionate about sustainability.

We want to do the best we can for our customers, each other, and our planet, so we’ve created a workplace that's encouraging, supportive, and offers the opportunity for growth. As a company, we live by six core values that guide everything we do:

• Clear
• Honest
• Ambitious
• Inquisitive
• Caring
• Sustainable
  
  

The Role

Customer Care Advisor at SO ENERGY

Reporting into our Customer Care Team Leader , we’re looking for a Customer Care Advisor to join the team.

This is not your average customer care role. An ideal candidate is someone who thrives in a fast-paced environment, works well within a team and is passionate about what they do. You should enjoy working in a target driven environment where you will be rewarded through a performance bonus for delivering an exceptional customer experience. Excellent interpersonal and communication skills are key; both when interacting with our customers, as well as with fellow team members. We’re looking for an enthusiastic person that can work at speed and to KPIs without compromising on the quality of experience they deliver to the customer.

What you’ll be getting up to:

Customer Experience and Interaction:

• Promptly respond to customer inquiries across various channels, delivering clear, accurate,and helpful information.
• Build strong customer rapport, focusing on quality and overall satisfaction.
• Manage customer contact from start to finish, seeking support when necessary to ensuretimely and effective resolution.
• Educate customers on online tools, In-Home Displays (IHDs), and meter reading techniques topromote self-service and empowerment.
  
  

Administrative and Operational Support:

• Accurately complete routine administrative tasks such as meter readings, refunds, and tenant changes.
• Maintain up-to-date and accurate customer records in line with data integrity and process standards.
• Monitor and manage inboxes effectively, ensuring timely updates and well-organised communication.
• Collaborate with colleagues to meet team goals, contribute to shared success, and deliver exceptional service.
  
  

Payment and Financial Support:

• Assist customers with setting up or modifying payment plans and processing secure card payments.
• Facilitate Direct Debit set-up and changes with accuracy and adherence to protocol.
• Conduct informed and sensitive conversations around affordability, identifying financial vulnerabilities and referring customers to relevant support services or charities.
• Establish sustainable and fair payment plans tailored to individual customer circumstances.
  
  

Billing and Data Management:

• Generate accurate customer bills and resolve related disputes or queries in a timely manner.
• Maintain a foundational understanding of billing processes and key regulatory timelines.
  
  

Complaint and Escalation Handling:

Resolve customer complaints professionally, ensuring a fair and positive customer experience.

Escalate complex or unresolved issues with appropriate context to ensure swift and effective outcomes.

Use customer feedback and pain points to identify trends and contribute to ongoing service improvements.

Complex Issue Management:

Confidently manage technical and process-driven cases such as Erroneous Transfers, Incorrect Meter Technical Details (IMTDs), and Disputed Read discrepancies.

Utilise the internal Knowledge Base and systems to ensure compliance with best practice and industry standards.

Develop working knowledge of industry processes, data flows, and regulatory obligations to support issue resolution.

Cross-Functional Collaboration and Continuous Learning:

Work collaboratively with other departments such as Billing, Metering, and Resolutions to support seamless service delivery.

Stay updated on policy, process, and system changes, ensuring this knowledge informs customer interactions.

Demonstrate a commitment to learning and continuous improvement, contributing positively to team development and service quality.

Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.

So, if this role excites you, don’t let our role description hold you back, get applying!

Hiring Process

• Click Apply; You know you want to
• Complete our online Assessment. The Assessment will take about 30 mins to complete.
• Attend an In Person Customer Care selection day: This is a one-day event held in our Chiswick Office where we get to know more about you and you get to learn all about us.
  
  

Support – If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed.

Our Values

We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals.

Clear - The energy industry can be pretty complex so we strive to provide clear communication to our customers and colleagues

Honest - Transparency is key, Whether that's providing clear bills to our customers or trusting our staff to do the right thing.

Ambitious - All of us are ambitious about the future of So Energy and what we can contribute to it.

Inquisitive - We are also questioning the Status Quo to see if there is a better way to do things for our customers

Caring - We care about the work we are doing, our customers and our colleagues

Sustainable - As a renewable energy company we are providing sustainable products but we also care about sustainable careers. That's why learning and continuous development is so important to us.

Diversity, Equity, Inclusion & Belonging

At So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We are a global community and we believe our unique qualities should be celebrated as they are critical to our innovation. It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn’t just an initiative at So Energy. We strive to embed it not just into our values but throughout our entire culture.