Salary: £28,808

Location: Chiswick, London - Hybrid

Sponsorship: We are unable to offer sponsorship for this role

The Role

Reporting to Customer Care Team Leader 👋

⭐ Why So Energy?

So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 300,000 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’re driven to do our best for our customers, for each other, and for our planet. That’s why we’ve built a workplace culture that’s supportive, empowering, inclusive, and full of opportunities to grow and make an impact.

At So Energy, we take pride in our values-driven culture. We live and breathe by our six core values that guide everything we do:

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

What you’ll be getting up to in this role:

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 ensure timely and effective resolution.
• Educate customers on online tools, In-Home Displays (IHDs), and meter reading techniques to promote 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.

You’re a great match if:

• You are a clear communicator, active lister, and problem solver
• Comfortable using customer service software or CRM tools
• Patient & empathetic
• Resilient and genuinely motivated to help customers
• Experience in customer service, retail, call centers, or other people-facing roles
• Familiarity with handling complaints or resolving issues in fast-paced environments

Research shows that some underrepresented people are less likely to apply for a role unless they are 100% qualified. We believe your experience, skills, and passion will set you apart. We encourage you to apply and tell us about your journey, even if you don’t tick all the boxes.

📅 Our Hiring Process:

1. A psychometric Assessment
2. In Person assessment day on: 7th October & 9th October

FOR 5th NOVEMBER START DATE

🤝What’s in it for you?

Smart Working Charters

• Hybrid working – Each team has its own Smart Working Charter. Ask your talent partner for more details.

Growth & Development

• Educational Sponsorships
• Internal learning platform – with thousands of valuable resources.

Pay & Reward

• Up to 10% performance bonus – based on company and personal performance.
• Annual Salary Reviews – to ensure we remain competitive in the market.
• Commitment to being a real living wage provider.

Time Off That Matters

• Your birthday off – it only comes once a year, so enjoy it!
• 3 So Giving Days – spend time supporting a cause you care about.
• Enhanced family leave – supporting you through every life chapter.

Health & Wellbeing

• Unmind – Access to personalised coaching or therapy to support your mental wellbeing.
• Physical Support – Free eye tests, flu vaccinations.
• Access to Perkbox – Additional wellbeing & savings benefits.
  
• Menopause Policy – To ensure all employees are being taken care off.

Belonging & Recognition

• Affinity Groups – join one of our employee groups to foster meaningful connections.
• Bi-annual Value Awards – because your hard work deserves recognition.
• Monthly events – to find balance and bring our team together.
• Charitable Fundraising – to give back to our communities.
  

🧩 Diversity, Equity, Inclusion & Belonging

As a Disability Confident Committed employer, we encourage applications from everyone, and we will ensure fair and accessible recruitment for all. 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 throughout our entire culture.