Location: Carlisle, Cumbria
Salary: £24,570 (depending on experience) + performance bonus
Contract: Full-time, permanent
About the Role
We’re looking for a Customer Services Representative to join a growing, forward-thinking energy business that’s redefining how communities receive and experience heat and energy.
If you’re passionate about customer advocacy, thrive in a fast-paced environment, and are motivated by making a tangible difference, this role offers the perfect platform to grow your career.
Experience in district heating or energy networks is welcomed but not essential — what matters most is apositive attitude, empathy, and a desire to deliver excellence.
What You’ll Do
* Be the first point of contact for customer enquiries, ensuring swift, empathetic, and effective resolutions.
* Support continuous improvement by helping to design and implement new systems and processes.
* Handle billing queries, account reconciliations, and meter readings within our customer platform.
* Prepare and issue customer communications, reports, and updates.
* Assist with complaint resolution and ensure customers receive clear, fair, and respectful communication.
* Coordinate appointments between customers and engineers, ensuring smooth logistics and communication.
* Contribute to the company’s mission to provide cleaner, smarter, and more sustainable energy solutions.
About You
You’re an organised, self-motivated, and solutions-focused person who enjoys problem-solving and delivering high-quality work. You’ll bring:
* Excellent verbal and written communication skills.
* A friendly, empathetic, and professional approach with customers.
* The ability to stay composed and constructive under pressure.
* Strong organisational skills and an eye for detail.
* Competence with Microsoft Office and general digital literacy.
* Experience in customer service or call centre environments (preferred).
* A collaborative mindset, balanced with the confidence to work independently.
* Experience in logistics, scheduling, or coordination is an advantage.
We offer:
* £24,570 base salary (DOE)
* Discretionary bonus based on individual and business performance
* 25 days holiday + bank holidays (option to buy/sell up to 5 days)
* Pension plan
* Private healthcare scheme
* Cycle-to-work and electric vehicle lease schemes
* Health and wellbeing support
* Ongoing learning and development
* Company laptop and equipment provided