Customer Service Support Advisor

Job Description

Customer Service Support Advisor









Posting Start Date: 

6/17/26









Requisition ID: 

64901






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General information

Leeds, United Kingdom, LS12 1BE

ENGIE POWER LIMITED

Business Development / Sales / Marketing

Permanent

Full - Time

 
We are recruiting for a Customer Services Support Advisor.
At ENGIE, we believe the energy transition starts with people. Our Customer Care team plays a vital role in building trust with the customers and partners who rely on us every day. When you join us, you help ensure every interaction reflects our commitment to excellence.
We are looking for a Customer Care Specialist to join our Energy Supply team in Leeds. In this role, you will resolve escalated queries, complaints, and regulatory cases while driving continuous improvement across our service operations. Your work directly impacts customer satisfaction and helps shape a better experience for everyone we serve.
What You'll Do
- Resolve escalated customer queries, complaints, and Ombudsman Service cases within agreed SLAs.- Prepare and submit case files for the Ombudsman Services and respond to Citizens Advice referrals in line with regulation.- Perform root cause analysis on complaints and identify recurring process or system issues driving high query volumes.- Keep customers and partners informed of progress on outstanding enquiries with clear, consistent communication.- Maintain accurate and detailed records in the Junifer system and deliver timely closure reports.- Support the Credit Control team in resolving disputes and reducing outstanding debt.- Identify knowledge gaps across Retail Operations and the Shared Service Centre, and support training for new starters.

What You Bring
- Previous customer service experience, ideally within the energy sector.- Excellent written and verbal communication skills with a professional telephone manner.- Strong organisational skills and the ability to produce accurate work within tight deadlines.- Proficiency in Microsoft Office and confidence working with billing or CRM systems.- A customer-focused mindset with empathy, resilience, and attention to detail.- Self-motivation and the ability to manage conflicting priorities effectively.- GCSE Maths and English Grade C or above; degree level education is desirable but not essential.
Location
Leeds, United Kingdom. This is a hybrid role 2 days a week in the office, combining office-based collaboration with the flexibility to work from home.
What We Offer
- A competitive salary with clear career progression opportunities within ENGIE's growing Energy Solutions business.- A diverse range of missions, from complaint resolution and regulatory case management to process improvement and training.- Stimulating, meaningful work that directly contributes to customer satisfaction and operational excellence.- A friendly, supportive team environment where collaboration and knowledge-sharing are valued.- Flexible working arrangements that support your work-life balance, including hybrid working.- Access to professional development programmes and the chance to build expertise in the energy sector.
Our Commitment
At ENGIE, every talent has a role to play in accelerating the energy transition. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are. Join us and be part of the adventure of the century!
ENGIE is an equal opportunity employer. We are committed to creating an inclusive workplace where everyone feels valued and respected, regardless of background, identity, or personal circumstances. We welcome applications from all qualified candidates and actively promote diversity within our teams.
If you require any reasonable adjustments during the recruitment process, please let us know. We are happy to support you in any way that helps you perform at your best.

Business Unit: 

Supply &
Energy Management









Division: 

BP B2B UK









Legal Entity: 

ENGIE POWER LIMITED









Company Name: 

ENGIE UK

Why this matters to us
Our organisation is an equal opportunity employer and is committed to fostering a diverse and inclusive workplace. We offer reasonable accommodations upon request for individuals with disabilities.

Information at a Glance

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ENGIE Group










About ENGIE