Established in 2009, Insite Energy is a dynamic, fast-growing company that provides services to heat network suppliers in the UK. The services provided include metering & billing of residential customers, the installation (and retrofit) of credit billed and pay-as-you-go equipment, and ongoing maintenance and management of the heat network schemes.

We pride ourselves on our commitment to working as one team to put the customer and client first, delivering a reliable, competitive, and professional service. We are tireless in our efforts to be the best at what we do, which is reflected in our Trustpilot rating. With just over 70 current employees, we are small but mighty, delivering more by working together.

At Insite Energy, we embrace diversity and inclusion. We value all backgrounds, identities, and experiences. We're committed to providing equal opportunities for all and offering reasonable adjustments to ensure accessibility and inclusivity throughout the application process and in the workplace.

About the role

The main role of the Customer Service Advisor (CSA) is to resolve customer queries about their energy accounts in an effective, efficient and courteous manner. As part of the Customer Services team, CSAs also provide wider support to the overall metering and billing processes.

Duties and Responsibilities:

• Provide excellent customer service to customers in answering and resolving their enquiries in a courteous, efficient, and timely manner to ensure first contact resolution.
• Proactively review customer accounts when they call, to identify and resolve any future problems before they arise.
• Effectively manage customer contacts across all channels of communication, including telephone, e-mail and webchat.
• Achieve high levels of accuracy and quality of work, whilst challenging yourself to exceed targets.
• Working positively across all teams and departments to help solve customer queries.

Location and working hours:

• Office location: Stuart House, Peterborough (PE1 5DD)
• Full-time position (37.5 hours per week)
• Monday to Friday with alternative Saturdays. When working a Saturday a day can be chosen in the week to take off. Or Monday to Saturday with fixed day off in the week.
• 09:00 – 17:30 or 12:00 – 20:30

Required skills and attributes:

• Customer service experience - previous experience within a customer service or related field.
• Clear communication – able to explain things clearly, both verbally and in writing.
• Problem solving – able to quickly find solutions to customer issues.
• Attention to detail – ensure accuracy when handling customer requests and records.
• Resilience – ability to maintain a positive and friendly attitude and effectively manage stress within a fast-paced environment.

Benefits:

• £24,664 depending on knowledge, experience and shift.
• Pension matched at 4%.
• 20 days holiday (rising to 25 with length of service), plus English bank/public holidays.
• Customer service incentive plan – up to £1000 payable per year
• Birthday leave – additional day off for your birthday.
• Additional holiday purchase scheme.
• Employee online Wellbeing Centre + access to a free & confidential Employee Assistance Programme.
• Relaxed dress code.
• DO RIGHT WITH INSITE - Our Corporate Social Responsibility Programme provides our employees with up to 2 days of paid time off per year to engage with company volunteering initiatives.
• Vibrant company to work for, great culture.
• Regular Social Events, including a Summer Party and Christmas Party.

Our Values: WOW ME! | OWNERSHIP | ONE TEAM | DEDICATION | RESPECT