I&C Customer Service Advisor

About Us

ENGIE is a global leader in low-carbon energy supply and services. We have been active in the UK energy market for over 20 years, focusing on energy storage and renewable energy (solar, wind, biogas), while supplying energy to organisations of all sizes.

We are reshaping the energy future by reconciling economic performance with a positive impact on people and the planet. We are looking for individuals committed to helping turn our vision into reality.

Purpose of the job:  

Are you passionate about delivering exceptional customer service and thrive in a dynamic, customer-facing role? We are looking for a dedicated Customer Service Advisor to join our team and provide outstanding support to our I&C and Mid-Market customers.

If you enjoy managing complex queries and complaints, and working collaboratively with Account and Sales Managers, we would love to hear from you!

This is a Hybrid role assigned to our Leeds office where the successful candidate would be based two days a week.  On offer is a competitive salary and benefits package.

Key Responsibilities:

• Deliver consistently high levels of customer service.
• Collaborate effectively with Account Managers to understand and meet customer requirements.
• Manage customer complaints and queries in line with company SLA’s.
• Communicate effectively with customers, consultants, brokers, and third-party industry bodies (e.g., National Grid) via phone and email.
• Work independently and as part of a team to achieve goals.
• Prioritize daily workload and manage deadlines efficiently.
• Resolve queries raised by internal and external stakeholders, with support as needed.
• Operate processes in a timely and efficient manner to ensure excellent customer service.
• Identify knowledge gaps within Retail Operations and SSC.
• Assist in training new starters within the department.
• Contribute to process improvements.
• Adhere to internal process and risk frameworks, including GDPR.
• Attend meetings and participate in conference calls as required.
• Identify themes of process and system issues causing high volumes of queries.
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Knowledge and Skills:

• Excellent communication skills (written and telephone).
• Strong verbal comprehension and numerical skills.
• Proficiency in Microsoft Office.
• Proven record of excellent customer service.
• Ability to produce accurate work within tight deadlines.
• Strong organizational skills and practical problem-solving approach.
• Ability to present information effectively.
• Customer-focused with a drive for continuous improvement.

Experience/Qualifications:

• Previous customer service experience.
• Ability to analyse problems and identify solutions using Microsoft Office tools.
• Proven ability to manage customer relationships (internal and external).
• Previous industry experience desired but not essential.
• GCSE English Grade C (or equivalent).
• GCSE Maths Grade C (or equivalent).

Why ENGIE UK?

• Opportunity to make a significant impact on the future of energy supply.
• Collaborative and innovative work environment.
• Hybrid working options.
• Bonus programme.
• Healthcare cash plan.
• Employer pension contribution.
• Commitment to professional development and growth.

How to Apply

At ENGIE UK, we value diversity and are committed to creating an inclusive environment for all employees.  In the event you do not meet every requirement, we encourage you to apply. Your unique skills and experiences could be just what we need.

To apply, please submit your CV detailing your experience