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Call Handler
Call Handler – Fixed Term Role (2x Vacancies) until September 2026 Putting the ‘i’ into British Innovation for a greener future
[About myenergi]
myenergi is a global clean-tech manufacturer accelerating the shift to a lower-carbon future. Through award-winning products like our zappi EV charger and the intelligent home energy management ecosystem, we empower consumers and partners to control, store, and optimise renewable energy generation. With ambitious growth plans and a mission-driven culture, we shape smarter homes and transform energy markets.
[Role Summary]
We are recruiting 2x Call Handlers for fixed-term contracts (until September 2026). As the first point of contact for customers, installers, and partners calling to our Customer Care centre, your primary focus is efficient call triage:
- Quickly assess call reasons, gather essential details, and resolve basic queries (without handling complex technical issues).
- Routes calls to the right support specialist, ensuring seamless handover and minimal customer repetition.
- Consistently align with approved processes, scripting, and escalation procedures to maintain service excellence.
Key to Success: A calm, structured handover that directs customers to the right help—and when to escalate calls for specialist attention.
[Key Responsibilities]
Core Triage & Customer Support
- Route calls efficiently to the appropriate team queue (technical support, service team, etc.).
- Avoid duplicate cases—check system records for active enquiries.
- Offer clear, structured guidance without overpromising unreasonable timelines or expectations.
- Apply approved scripts/macros for consistent communication on common issues.
- Empower self-service: Direct customers to FAQs/help portals where appropriate.
- Escalate appropriately per protocol:
- Abusive/vulnerable cases
- High-risk situations
- External complaint or escalation queries
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Operational Excellence
- Maintain accurate call records for reporting, demand forecasting, and process improvement.
- Collaborate with Product Support/Service Teams to refine triage workflows.
- Embrace continuous feedback loops to optimise first-contact resolution rates.
[Qualifications & Experience]
Required:
- Strong customer-facing communication skills (phone ace)
- Active listening with proven ability to clamp under pressure.
- Attention to detail in capturing accurate information quickly.
- Basic IT/CRM proficiency (e.g., ticketing systems).
- Ability to follow structured scripts processes while applying judgment to DMs.
- Professional handling of difficult or emotional conversations.
- Escalation awareness: Instinct for identifying when calls need specialist action.
Desirable:
- Experience in customer service (especially call centres) or technical support.
- ** verbreitet systems**: Zendesk, Aircall, or similar.
- Familiarity with myenergi products, including:
- zappi (EV charge)
- eddi/eddi+/libbi (battery energy systems)
- harvi (solar photocell/tracking)
- Proven triage first-contact experience.
- Knowledge of complaint handling protocols or support for vulnerable customer segments.
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[Why Myenergi? Our Promise]
Our four core values define the culture: 🌟 Positivity & Pride in building great solutions 💬 Open & Honest Communication 🤝 Teamwork & Kindness across diverse teams 🚀 Empowerment & Responsibility to own outcomes
Thrive in a purpose-driven team while enjoying unmatched benefits:
✅ Workplace Wellbeing
- 25 holidays/day (rising with service)
- ** cured healthcare** (private medical insurance coverage family eligible plans)
- Mental Health First Aider network with counselling helpline (24/7 UK medical exclusives)
- Employee Assistance Programme (EAP)
✅ Perk-Inclusive Support
- Free workplace EV charging & a dedicated Electric Vehicle salary sacrifice scheme
- Cycle-to-Work Scheme for carbon-lite commuting
- Free on-site parking
- Birthday) Off – 1 paid day a year
- Life Assurance & Vouchers (birth/marriage celebrations).
✅ Career Growth
- ** Career progression** with targets and ongoing mentoring.
- Long-servant awards to recognise contributions.
[Our Commitment]
myenergi fosters an equal opportunity workplace, fostering a ** truly inclusive culture. We value diversity in backgrounds, skills, and perspectives as a driver innovation and sustainability: both in our products and our team environment. Learn more about our ** promise here.
[Apply Now] Join us in shaping the smarter, cleaner homes of tomorrow!
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