About Islands Energy Group
At Islands Energy Group (IEG), were passionate about powering island life. We deliver safe, reliable, and sustainable energy solutions to homes and businesses across the Isle of Man, Guernsey and Jersey. Our customers are at the heart of everything we do, and were looking for friendly, proactive Customer Care Advisers to join our vibrant team.
Islands Energy Group (IEG) is made up of companies from across the three islands: Isle of Man Energy, Guernsey Energy and Island Energy.
Position Summary
As one of our fantastic team of Customer Care Advisers, youll be the first point of contact for our customers from across the Isle of Man, Jersey, and Guernsey. Youll deliver exceptional service across multiple channelsphone, email, webchat, social media, and face-to-faceensuring every interaction is handled with professionalism, empathy, and efficiency.
Youll support customers with queries about their gas bills, accounts, and services, helping to resolve issues, process requests, and contribute to an outstanding customer experience.
Key Responsibilities
1. Multi-Channel Customer Support
* Respond to customer enquiries via phone, email, live chat, social media, and in person at our Murdoch House service desk.
* Handle inbound and outbound calls, providing accurate information and resolving queries for the three islands we serve.
* Maintain a consistent, professional tone across all communication channels.
* Log and track all interactions in the CRM system.
2. Issue Resolution and Service Delivery
* Investigate and resolve customer issues promptly and effectively.
* Escalate complex or unresolved issues to the appropriate teams.
* Follow up with customers to ensure satisfaction and closure.
* Process service requests such as account updates, cancellations, and product changes.
3. Administrative and Operational Support
* Maintain accurate customer records and documentation.
* Assist with reporting, data entry, and internal service initiatives.
* Contribute to team meetings and share feedback for continuous improvement.
4. Compliance and Quality Assurance
* Adhere to GDPR, internal data protection policies and gas safety protocols.
* Ensure all customer interactions meet quality and compliance standards.
* Participate in training and quality reviews to maintain service excellence.
What Were Looking For
* A genuine passion for helping people and delivering outstanding customer service.
* Excellent communication skillsverbal, written, and digital.
* Confident using digital platforms and adaptable to new technologies.
* Strong problem-solving skills and the ability to manage multiple tasks simultaneously.
* High attention to detail and strong organisational skills.
* Comfortable working within a fast-paced environment
* Empathetic, patient, and professional approach to customer interactions.
* Previous experience in a multi-channel customer support or contact centre role is preferred, but not essentialfull training will be provided.
Core Competencies
* Attention to detail
* Team player
* Excellent verbal and written communication
* Numerate
* Adaptable and resilient
* Highly organised
Why Join Us?
* Be part of a supportive, friendly team that values your contribution.
* Opportunities for personal development and career progression.
* Competitive salary and benefits package.
* Make a real difference to our customers and communities.
Ready to power up your career? Apply today and help us deliver energy with care.
Benefits
* Company laptop and mobile phone
* Free, on-site car parking
* Complimentary tea and coffee
* 25 days holiday, extra half-day on your birthday and two paid volunteering days per year
* Up to £100 annual reimbursement for spectacles and/or eye exams
* Company pension with up to 7.5% matched contributions
* Discretionary staff bonus scheme
* Receive a commission for every successful boiler replacement you refer
* Employee referral bonus when you refer a friend who joins our team
Our Values
Safety Our primary goal is to achieve no harm to people and minimise our impact on the environment.
Teamwork Lets work together effectively to achieve success for our business: every day we should think and act as owners of the company. As members of the IEG team, we are accountable for doing our part to contribute to success.
Customer Satisfaction Our mantra is putting the customer at the heart of everything we do. We need to hold ourselves to account to deliver results that meet or exceed our customers expectations, offering a customer-first approach with quality products, efficient service and flexible scheduling that meets the needs of our customers.
Honesty Always be sincere and truthful when dealing with colleagues and customers. Its OK to own up when you make mistakes, so we can use them as a lesson to share.
Humour & Fun -Have fun while being the best Be HUMAN We love to be around happy, motivated, and positive people. Its good for you, for the team, and for our customers.
Health and Safety
All staff are expected to follow established health and safety procedures while working for the IEG group of companies, and in accordance with policies developed by IEG. This means:
* Complying with and adhering to IEGs accepted standards and procedures.
* Where appropriate, taking responsibility for workplace hazards/risks you identify and communicated to management.
* Undertaking regular reviews of workplace risks/hazards that are present in your work.
* When, and if, necessary, participate in the investigation of accidents/incidents according to IEGs procedures.
* Undertaking appropriate and effective staff training when required or necessary.
* Promoting a healthy and safe workplace.
* Actively supporting health and safety initiatives.
* Comply with any rehabilitation plan designed with you for a return to work after an accident.
Changes to Job Description
From time to time, it may be necessary to consider changes in the job description in response to the changing nature of our work environment. Such changes, including technological requirements or statutory changes, may be initiated by the manager of this job with due consultation with the position holder. This job description should be reviewed as part of the preparation for performance planning cycles.