Customer Care Advisor
Permanent
Ipswich/hybrid
CLOSING DATE– 3 March 2026
Who we are
We’re not just talking about making a difference, we’re making it happen. We generate dispatchable, renewable power and create stable energy in an uncertain world.
Building on our proud heritage, we have ambition to become the global leader in sustainable biomass and carbon removals.
You’ll be joining our teams of practical doers, future thinkers and business champions. We’re enabling a zero carbon, lower cost energy future for all, and working hard to decarbonise the planet for generations to come.
About the role
As part of the Corporate & Strategic Team, the Customer Care Advisor will:
* Act as the voice of the customer within the Customer Care team, ensuring a consistently high standard of service.
* Proactively manage a portfolio of customer complaints at any one time, gaining a full understanding of each case.
* Demonstrate empathy and professionalism while guiding customers through the resolution process.
* Communicate with customers daily, providing excellent service and building strong, trusting relationships.
* Use your experience to deliver tailored support that meets each customer’s individual needs.
* Work efficiently in a fast‑paced environment without compromising service quality, accuracy, or attention to detail.
* Collaborate with teams across the business to conduct thorough investigations and maintain accurate records.
* Keep customers updated throughout the process and ensure all decisions align with industry regulations and internal complaints procedures.
Who we’re looking for
To be successful in this role you’ll ideally…
* Thrive in a fast‑paced environment by staying highly organised and confidently managing your own daily workload and priorities.
* Maintain exceptional attention to detail, ensuring accuracy across all systems, records, and customer interactions.
* Use strong communication skills and previous customer service experience to improve complaint‑resolution times and support higher customer retention.
* Apply proven complaint‑handling experience to navigate challenging situations with professionalism and composure.
* Demonstrate the ability to manage difficult conversations effectively, ensuring customers feel heard, respected, and supported.
* Bring a proactive, solutions‑focused mindset that contributes to continuous improvement within the Customer Care function.
Rewards and benefits
As you help us to shape the future, we’ve shaped our rewards and benefits to help you thrive and support your lifestyle. If successful in this role you’ll get:
* A discretionary bonus depending on company performance
* Private Healthcare
* SAYE (ShareSave): discretionary scheme from time to time
* Personal accident cover
* Group personal pension plan where we’ll pay up to 10%
* Holiday 25 days plus bank holidays
* Reimbursement of the cost of your annual membership of one relevant and appropriate professional body
We’re committed to making a tangible impact on the climate challenge we all face. Drax is where your individual purpose can work alongside your career drive. We work as part of a team that shares a passion for doing what’s right for the future. With Drax you can shape your career and a future for generations to come. Together, we make it happen.
At Drax, we’re committed to fostering an environment where everyone feels valued and respected, regardless of their role. To make this a reality, we actively work to better represent the communities we operate in, foster inclusion, and establish fair processes. Through these actions, we build the trust needed for all colleagues at Drax to contribute their perspectives and talents, no matter their background. Find out more about our approach here.
Talk to us about flexible working!
How to apply
Think this role’s for you? Click the ‘apply now’ button to begin your Drax journey.
If you want to find out more about Drax, check out our LinkedIn page to see our latest news.
We understand that you may have some additional questions about the role. If you’d like to have a confidential chat to discuss the role in more detail, please email careers@drax.com
If you’re an internal candidate, it’s important to speak with your current line manager about your career development and any internal role you’re applying for.
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