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Business Customer Service Lead Agent
Apply locations Birmingham | Full time | Posted Yesterday | End Date: July 18, 2025 | Job Requisition ID: R0075109
Join us, be part of more.
We’re more than an energy company. We’re a family of brands transforming how we power the planet. We’re energisers, a team of 21,000 colleagues committed to a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels. We live our mission to ignite positive change in communities, offering more purpose, passion, and potential. That’s why working here is #MoreThanACareer. We do energy differently — making, storing, moving, selling, and repairing it.
About your team:
At PH Jones, our mission is to mend it. Our teams have supported social housing across the UK for over 50 years, partnering with local authorities to install, upgrade, and repair heating and electrical systems. We’re committed to making social housing greener and more energy-efficient.
Role Overview:
We are seeking a Business Customer Service Lead Agent for a permanent position based at our client’s site in Birmingham (B15 1LZ), working Monday to Friday. Reporting to the Customer Service Manager, you will handle administrative tasks related to Service & Repair and Installation contracts for our social housing client.
Key Details:
* Salary: £27,613 per annum
* Full-time, 40 hours/week
* Location: Birmingham (B15 1LZ)
* Benefits include employee energy allowance and discounts on HIVE products
Responsibilities:
* Respond to internal and external email inquiries
* Log and answer customer calls, ensuring priorities are met
* Book appointments and schedule engineer work to maximize productivity
* Update work systems accurately and promptly
* Highlight chargeable opportunities and ensure correct billing
* Prepare weekly/monthly valuations
* Maintain knowledge of MI, quality, audit results, and operational briefs
* Coach and give feedback to team members to improve quality and competence
* Provide expert advice on processes, systems, and behaviors
* Lead, motivate, and inspire the team; deputize for the manager when needed
* Manage work queues and maintain records in systems like Pilot
* Oversee billing and valuation activities to meet targets and manage unbilled debt
* Identify improvement areas and develop strategies for efficiency
* Ensure compliance with contractual and regulatory standards
* Handle complaints and queries promptly, escalating as necessary
* Analyze performance data and promote best practices
* Build relationships with outsource partners to share best practices
* Follow policies for fair treatment and consistent management
* Operate information systems securely and accurately
* Support other departmental operations as needed, including dispatching jobs and telephony support
* Assist in resolving complaints and problematic jobs, identifying root causes
* Identify operational, contractual, and regulatory risks and escalate accordingly
The Person:
* Office admin experience required
* Strong team-working and professional communication skills
* Excellent interpersonal and written skills, self-motivated with problem-solving skills
* Ability to adapt to changing priorities and responsibilities
* Proficient in Microsoft Office (Outlook, Word, Excel) and quick to learn new systems
* Ability to prioritize, work under pressure, and manage workload diligently
* Strong literacy, analytical, negotiation, and customer focus skills
* Experience in social housing or audit/QA functions is desirable
* Experience with data analysis and presentation (Excel, PowerPoint)
* Personal drive and enthusiasm to exceed targets
* Excellent relationship-building and influencing skills
* Effective decision-making and stakeholder management skills
* Gas and multi-trade knowledge is a plus
Additional Benefits:
* 25 days annual leave + bank holidays
* Company pension, income protection, life assurance, healthcare
* MyHealth virtual GP, eye test vouchers, legal and financial support
* Discounts with high street partners, profit sharing, energy allowance
Why apply?
We’re a people-first organization supporting diverse needs. Our total rewards are flexible to support your physical, emotional, and financial wellbeing. Discover more about why we’re a great place to work at our website.
If you are energetic, passionate about sustainability, and eager to grow, join us to find your purpose, voice, and ambitions.
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