Evinox Residential
Customer Service Representative
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Company Description
Evinox Residential is a metering and billing specialist focused on communal and district heating, ensuring residents are billed accurately, fairly, and on time. For over 20 years, the company has delivered end-to-end billing services across 204 developments in the UK, working with around 100 commercial clients and supporting more than 20,000 residents. Services include automated and Pay As You Go billing, resident debt management, tariff setting and reviews, and detailed client reporting through a dedicated portal. Evinox Residential helps housing associations, managing agents, and property managers navigate evolving regulations such as Ofgem authorisation and HNTAS standards, turning compliance into a competitive advantage. Residents are at the heart of the company’s work, supported by clear bills, flexible payment options, a web app, and safeguards for vulnerable customers.
Role Description
The Customer Service Representative will provide responsive, high-quality support to residents and clients, ensuring queries about billing, payments, account status, and energy usage are handled promptly and accurately. Day-to-day responsibilities include:
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- Answering phone and email enquiries
- Explaining bills and tariffs
- Assisting with payment plans
- Updating account information
- Escalating complex issues to the appropriate internal teams
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The role involves maintaining detailed records in customer service systems, following compliance and data protection procedures, and contributing to continuous improvement of customer experience. This is a full-time, on-site role based in Sevenoaks (one day working from home), working closely with colleagues in Operations and Client Management to uphold Evinox Residential’s standards of accuracy, reliability, and fairness.
Desired Skills
- Demonstrated experience in customer-facing roles such as Customer Service Representatives, with a focus on building trust and resolving issues effectively.
- Strong Customer Support and Customer Service skills, including handling enquiries via phone, email, and digital channels in a professional and courteous manner.
- Proven ability to enhance Customer Satisfaction and Customer Experience by listening carefully, communicating clearly, and following through on commitments.
- Understanding of energy, utilities, or billing environments is beneficial, along with the ability to explain complex information in simple, accessible terms.
- Excellent written and verbal communication skills, strong attention to detail, and competence using CRM or ticketing systems.
- Ability to work on-site in Sevenoaks, manage time effectively, and collaborate with cross-functional teams in a regulated environment.
- Basic numeracy and data entry skills; prior experience in debt management or account administration is an advantage.
- Relevant education or training in customer service or business-related fields is preferred but not mandatory when supported by equivalent experience.
- Lives within 45 min driving max from Sevenoaks
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