Position Summary

As one of our fantastic team of Customer Care Advisers, you'll be the first point of contact for our customers from across the Isle of Man, Jersey, and Guernsey. You'll deliver exceptional service across multiple channels—phone, email, webchat, social media, and face-to-face—ensuring every interaction is handled with professionalism, empathy, and efficiency.

You'll support customers with queries about their gas bills, accounts, and services, helping to resolve issues, process requests, and contribute to an outstanding customer experience.

Key Responsibilities

1. Multi-Channel Customer Support

• Respond to customer enquiries via phone, email, live chat, social media, and in person at our Murdoch House service desk.
• Handle inbound and outbound calls, providing accurate information and resolving queries for the three islands we serve.
• Maintain a consistent, professional tone across all communication channels.
• Log and track all interactions in the CRM system.

2. Issue Resolution and Service Delivery

• Investigate and resolve customer issues promptly and effectively.
• Escalate complex or unresolved issues to the appropriate teams.
• Follow up with customers to ensure satisfaction and closure.
• Process service requests such as account updates, cancellations, and product changes.

3. Administrative and Operational Support

• Maintain accurate customer records and documentation.
• Assist with reporting, data entry, and internal service initiatives.
• Contribute to team meetings and share feedback for continuous improvement.

4. Compliance and Quality Assurance

• Adhere to GDPR, internal data protection policies and gas safety protocols.
• Ensure all customer interactions meet quality and compliance standards.
• Participate in training and quality reviews to maintain service excellence

What We're Looking For

• A genuine passion for helping people and delivering outstanding customer service.
• Excellent communication skills—verbal, written, and digital.
• Confident using digital platforms and adaptable to new technologies.
• Strong problem-solving skills and the ability to manage multiple tasks simultaneously.
• High attention to detail and strong organisational skills.
• Comfortable working within a fast-paced environment
• Empathetic, patient, and professional approach to customer interactions.
• Previous experience in a multi-channel customer support or contact centre role is preferred, but not essential—full training will be provided.
  

Core Competencies

• Attention to detail
• Team player
• Excellent verbal and written communication
• Numerate
• Adaptable and resilient
• Highly organised

Why Join Us?

• Be part of a supportive, friendly team that values your contribution.
• Opportunities for personal development and career progression.
• Competitive salary and benefits package.
• Make a real difference to our customers and communities.

Ready to power up your career? Apply today and help us deliver energy with care.

Benefits

• Company laptop and mobile phone
• Free, on-site car parking
• Complimentary tea and coffee
• 25 days holiday, extra half-day on your birthday and two paid volunteering days per year
• Up to £100 annual reimbursement for spectacles and/or eye exams
• Company pension with up to 7.5% matched contributions
• Discretionary staff bonus scheme
• Receive a commission for every successful boiler replacement you refer
• Employee referral bonus when you refer a friend who joins our team