Customer Service Associate (UK)

Job Description: Energy Specialist (Customer Service Advisor)

Location: Manila Operations
Department: Customer Operations
Reports To: Team Manager / Operations Manager

Role Purpose

The Energy Specialist is responsible for delivering exceptional customer service to customers by handling inbound and outbound customer interactions across billing, payments, account management, metering, home moves, complaints, and energy-related enquiries.

The role requires building customer trust, resolving issues at the first point of contact, identifying customer needs, and delivering accurate, compliant, and customer-focused solutions while supporting service, customer experience, and operational objectives.

Key Responsibilities

Customer Service Delivery

• Handle customer contacts through voice, email, chat, and digital channels.
• Resolve customer enquiries accurately and professionally.
• Deliver a positive customer experience while demonstrating empathy and ownership.
• Identify customer needs and provide tailored solutions.
• Ensure all customer interactions are compliant with policies, industry regulations, and data protection requirements.
• Promote first-contact resolution wherever possible.

Account Management

• Support customers with:

  • Billing enquiries
  • Payments and refunds
  • Meter readings
  • Direct Debit management
  • Tariff information
  • Account updates
  • Home moves
  • Change of customer details
  • Energy usage enquiries

• Accurately update customer records and document all interactions.

Complaint Resolution

• Investigate and resolve customer complaints.
• Take ownership of issues from initial contact through resolution.
• Escalate complex cases appropriately.
• Work collaboratively with supporting teams to ensure timely resolution.

Collections and Vulnerability Support

• Discuss payment arrangements with customers experiencing payment difficulties.
• Assess affordability and support suitable repayment solutions.
• Identify vulnerable customers and apply appropriate support processes.
• Signpost customers to available assistance schemes and support services where applicable.
• Balance customer outcomes with collections and regulatory requirements.

Customer Advocacy

• Act as a trusted advisor for customers.
• Educate customers on self-service channels and digital tools.
• Identify opportunities to improve customer experience.
• Gather customer feedback and provide insights to leadership teams.

Quality and Compliance

• Adhere to all quality, compliance, and customer treatment standards.
• Maintain data security and confidentiality requirements.
• Demonstrate compliance with GDPR, regulatory obligations, and internal policies.
• Participate in quality reviews, coaching sessions, and continuous improvement initiatives.

Performance Measures (KPIs)

Energy Specialists may be measured against:

Customer Experience

• Customer Happiness Index (CHI)
• Customer Satisfaction (CSAT)
• Trustpilot Rating
• Complaint Resolution Performance

Quality

• Quality Assurance (QA) Score
• Compliance Adherence
• Right First Time Resolution

Productivity

• Adherence
• Schedule Compliance
• Average Handling Time (AHT)
• Productivity Metrics
• Digital Adoption Metrics

Collections (where applicable)

• Payment Conversion
• Collections Attainment
• Promise-to-Pay Performance

Employee Engagement

• Officevibe Participation
• Learning and Development Completion
• Team Engagement Activities

Required Skills and Competencies

Customer Focus

• Passion for delivering excellent customer service.
• Strong listening and questioning skills.
• Ability to build rapport and trust with customers.

Communication

• Excellent verbal and written communication skills.
• Ability to confidently explain complex information in simple terms.
• Strong active listening and empathy.

Problem Solving

• Ability to investigate and resolve customer issues.
• Sound decision-making skills.
• Ability to manage multiple enquiries and priorities.

Resilience

• Comfortable working in a fast-paced contact centre environment.
• Able to manage difficult conversations professionally.
• Maintains a positive attitude when handling challenging situations.

Technology Skills

• Ability to navigate multiple systems simultaneously.
• Proficient in Microsoft Office applications.
• Comfortable using CRM and customer service platforms.

Qualifications and Experience

Essential

• Bachelor’s or associate degree or at least 2nd year college
• Minimum 1 year customer service experience.
• Strong communication and customer handling skills.
• Ability to work rotational shifts.

Preferred

• Contact centre experience.
• Experience in utilities, energy, financial services, or collections.
• Experience handling vulnerable customers and complaint resolution.
• Familiarity with CRM and telephony systems.

Key Behaviours

An Energy Specialist is expected to:

• Put customers at the heart of every interaction.

• Take ownership and accountability.

• Demonstrate empathy and understanding.

• Work collaboratively with colleagues and stakeholders.

• Continuously learn and improve.

• Drive positive customer outcomes while maintaining operational and regulatory compliance.

Job Summary

The Energy Specialist is responsible for delivering outstanding service to customers across voice and digital channels, resolving enquiries efficiently, supporting customers through billing and account-related concerns, and creating positive customer experiences through accurate, empathetic, and solution-focused interactions. The role contributes directly to customer satisfaction, operational performance, and commitment to trusted energy customer care.