[Hiring] Customer Care Adviser @Remote Choice

Role Description

This is a remote position.

We are recruiting on behalf of an established organisation operating within the energy and utilities sector, which is looking to appoint a Customer Care Adviser to join its growing customer service team. This is an excellent opportunity for a customer-focused professional who enjoys problem-solving, managing customer relationships and delivering a high standard of service.

The successful candidate will be responsible for handling customer enquiries, managing accounts and resolving billing and metering queries. Working closely with internal departments, you will play an important role in ensuring customers receive accurate, timely and professional support. The position offers the opportunity to develop specialist industry knowledge, with potential progression into senior customer service, training and management positions.

Key Responsibilities

• Customer Service & Query Resolution
  • Respond to customer enquiries via telephone and email in a professional, efficient and helpful manner.
  • Take ownership of customer queries, ensuring issues are resolved within agreed timescales.
  • Provide clear and accurate information relating to billing, metering, charges and account balances.
  • Handle customer concerns and complaints professionally, ensuring a positive customer experience.
  • Work towards agreed service levels, quality standards and performance targets.
• Billing & Account Management
  • Maintain accurate customer account information, billing details and records.
  • Provide invoices, statements, transaction reports and billing breakdowns when requested.
  • Process customer payments and respond to payment-related enquiries.
  • Investigate billing discrepancies, liaising with relevant departments to resolve issues.
  • Manage customer move-in and move-out requests, ensuring account information is updated accurately.
• Metering & Billing Support
  • Develop an understanding of utility billing processes, metering data and tariff calculations.
  • Interpret consumption information and explain associated charges to customers.
  • Assist with investigating and resolving metering or billing discrepancies.
  • Ensure all enquiries are handled in accordance with relevant procedures and compliance requirements.
• Administration & Team Collaboration
  • Support the administration of new customer accounts and site set-ups.
  • Maintain accurate residency and customer information.
  • Work collaboratively with colleagues across customer service, billing, finance and operational teams.
  • Identify recurring customer issues and suggest improvements to processes and service delivery.
  • Contribute towards customer satisfaction, team performance and operational efficiency.

Qualifications

• Previous experience in an office-based administrative, operational or customer service role.
• Experience working in a customer-facing position within a service-led environment.
• Strong written and verbal communication skills.
• Excellent organisational and time management abilities.
• High attention to detail and accuracy.
• Confident problem-solving and decision-making skills.
• Good general IT skills, including Microsoft Excel, Word and Outlook.
• Experience working with structured processes, deadlines and performance targets.
• GCSE qualifications in Maths and English, or equivalent.

Desirable Experience

• Previous experience within the energy, utilities or related service sectors.
• Knowledge of utility billing, metering or account management.
• Experience using CRM or specialist customer management systems.
• Previous experience within finance, billing or commercial administration.
• An understanding of energy and utility markets.
• Experience managing competing priorities in a busy customer service environment.

Personal Attributes

• Friendly, approachable and passionate about delivering excellent customer service.
• Proactive, self-motivated and willing to take ownership of their work.
• Highly organised, dependable and conscientious.
• A confident communicator who can explain complex information clearly.
• Logical, methodical and solutions-focused.
• Comfortable working both independently and as part of a wider team.
• Adaptable and committed to continuous learning and professional development.

Additional Information

The role is primarily focused on delivering high-quality customer support within an office-based environment. Some flexibility in working hours may be required in the future, potentially including shift patterns or occasional weekend working, depending on operational requirements. Any proposed changes would be communicated in advance.