We're looking for a Business Customer Resolution Agent to join a multi-skilled team supporting customers in the energy market. This is a varied, end-to-end role where you'll take real ownership of customer accounts, investigate complex queries and play an active part in retaining and growing customer relationships.
You'll work as part of a small, empowered customer pod, collectively responsible for a large portfolio of customers. Rather than handing customers between departments, you'll support them at every stage of their journey, from account queries and investigations through to debt conversations, changes of tenancy and retention when customers move premises.
You'll be trusted to make decisions that balance customer experience, commercial outcomes and compliance, using your judgement to deliver the right resolution first time.
Salary: £29,000 basic (rising in April 2026) + Quarterly bonus up to 16% of salary
Contract: Permanent
Location: 1 Waterfront Avenue, Edinburgh, Scotland, EH5 1SG
Working style: Office-based during training up to 6 weeks, with flexible hybrid / work-from-home options available post-training. 2 office days per month is standard.
Operating Hours: Monday-Friday, 8am-6pm (you will work 37hrs per week within the core operating hours).
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