Our priority is to match the right person to the right role, and we never want salary to be a barrier to applying. Regardless of your current pay, we’ll ask about your salary expectations during the application process, and our Talent Team will have an open, honest conversation during the talent call to understand your skills and explore our salary options. If you have questions around salary, please feel free to ask us!

Salary: £33,418

Location: Chiswick, London - Hybrid 2 days per week

Sponsorship: We are unable to offer sponsorship for this role

The Role

As a Customer Resolutions Advisor at So Energy, you’ll put customers at the heart of everything you do. You’ll own the end-to-end resolution of customer complaints, including complex cases, working collaboratively across teams and with third parties to deliver fair, timely outcomes. You’ll ensure every resolution meets OFGEM requirements while restoring customer trust and confidence in So Energy.

Reporting to our Customer Care Resolutions 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:

Resolve customer complaints across multiple channels (phone, online and written), from straightforward to complex cases

· Take full ownership of each customer’s complaint journey, ensuring clear communication and timely resolution

· Deliver outcomes that exceed customer expectations, protect our brand and encourage customer loyalty

· Work closely with internal teams and third parties to achieve the right outcome for the customer

· Identify root causes of complaints and share insights to help improve services and prevent repeat issues

· Support frontline customer service teams by enabling resolution or smoothly transitioning cases into the resolutions team

You’re a great match if:

A strong commitment to So Energy values and Service Excellence

· Confident knowledge of OFGEM regulations and compliance

· A calm, positive and professional approach, even in challenging situations

· Strong understanding of business systems and processes

· Clear, empathetic communication across phone, email and written channels

· Excellent organisation and ability to manage your own workload

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:

Talent Screen - 20 minutes Teams call
Hiring Manager competency-based Interview with a live task.

🤝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

Personalised learning & development budgets – to support your growth journey, L&D buddies to guide you along the way.
Educational Sponsorships – like Code First Girls.
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.