Switch2 Energy Limited
Customer Support Representative
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Switch2 Energy
Switch2 Energy is the UK’s most experienced and capable provider of end-to-end solutions for heat networks.
Heat networks are a key part of the government’s net zero carbon strategy, distributing heat or cooling from a central source to multiple customers. They can utilise renewable energy sources and, although currently serving only 2% of homes and businesses, are expected to supply around 20% by 2050.
We provide smart and sustainable heat network solutions to local authorities, housing associations, managing agents and private developers for residential developments. We work to optimise energy efficiency, manage the delivery of renewable energy, and retrofit underperforming schemes to support future decarbonisation—all while striving to minimise costs for residents.
We are passionate about helping our customers and communities live sustainably, now and in the future. We are trusted experts in the design, build, and operation of heat and energy networks, delivering technology-led solutions that make a meaningful difference.
Main Purpose of the Role
Our goal is to deliver a first-class service to customers throughout their journey with Switch2. The Operations Team is responsible for dealing with customers efficiently and effectively, managing expectations appropriately, and ensuring a consistently positive customer experience.
The Customer Services Representative is a key member of the Operations Team and acts as a multi-skilled adviser capable of managing a wide range of enquiries from start to finish. This includes supporting customers with account queries, providing guidance around our services, booking appointments, and helping promote the use of digital self-service tools. The role requires professionalism, ownership and strong communication skills across all contact channels.
Variability of the Working Day
The nature of the role is highly dynamic, and operational requirements can change on a daily, weekly or longer-term basis. At times, you may be scheduled to work as a dedicated inbound call agent for full days, managing sustained periods of high call demand and handling up to 40 customer calls per day. During these periods, maintaining excellent service quality, professionalism and first-time resolution is essential.
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There will also be occasions where you are required to provide call-handling cover for extended periods, which may span several days, weeks or, in some cases, months. This ensures continuity of service during peak demand, staffing gaps or planned operational activity.
On other days, the focus may shift away from voice work toward supporting customers through written and digital channels, including email, webchat and WhatsApp. In these instances, you will be expected to respond to customer enquiries clearly, accurately and efficiently, maintaining the same high standards of service quality.
Given this variability, flexibility and the ability to adapt quickly to changing priorities is essential. The mix of voice and digital activity is a core feature of the role and is fundamental to delivering a seamless and consistent customer experience across all channels.
Role Responsibilities
Customer Contact & Case Ownership
- Handle and respond to all customer and client contact in a timely manner via phone, email, webchat, WhatsApp and social media, continually promoting first-time resolution.
- Take full ownership of customer queries from initial contact through to final resolution, keeping stakeholders and internal teams updated.
- Assist customers with billing and account queries, appointment scheduling and general service enquiries.
- Provide clear, accurate guidance and technical advice relating to heat network services where appropriate.
- Identify customer needs and actively help them access digital self-serve tools, promoting new features and functionality.
Complaint Handling & Escalation
- Log, escalate and manage complaints in accordance with internal policies and regulatory requirements.
- Maintain clear communication with customers throughout the complaint journey, managing expectations effectively.
- Identify early signs of customer dissatisfaction and work proactively to prevent escalation.
Operational Support & Collaboration
- Manage workload and workstreams effectively to meet and exceed KPI targets, ensuring accuracy and timeliness.
- Work collaboratively across departments to deliver seamless resolutions and uphold Switch2’s “one team” ethos.
- Support wider operations by completing additional tasks in a flexible, fast-paced environment where priorities can shift quickly.
- Provide feedback on customer trends, system usability and potential service risks or improvement opportunities.
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Quality, Systems & Continuous Improvement
- Maintain accurate and detailed records of all customer interactions and tasks.
- Use CRM, telephony and internal systems confidently to update, retrieve and analyse customer information.
- Actively contribute to continuous improvement by sharing insights from customer behaviour, complaints and feedback.
Key Skills and Behaviours Required
- Excellent communication skills, with the ability to engage clearly and professionally with customers, clients and engineers.
- Strong customer focus, demonstrating empathy, patience and a commitment to positive outcomes.
- Effective problem-solving ability, including assessing complex queries and identifying practical solutions.
- Ability to work independently, managing priorities and taking initiative.
- Target-driven mindset, with the motivation to achieve and exceed KPIs.
- Proficiency with social media platforms, using them appropriately for customer interaction.
- Collaborative team player, demonstrating a flexible and supportive approach.
- Proficient in Microsoft Office, with confidence using digital tools and learning new systems.
Knowledge, Training and Relevant Experience
- Minimum 2 years’ experience in Customer Service or a similar customer-facing role.
- Educated to GCSE ‘O’ level, or NVQ Level 2 or 3 in Customer Service or Administration.
- Experience in multi-channel customer support environments.
- Knowledge of utilities, energy services or heat networks (desirable but not essential).
Switch2 Energy is an Equal Opportunities Employer.
At Switch2, we are passionate about helping our customers and communities live sustainable lives now and in the long term. Through the innovative solutions we build and the optimisation of the networks we operate, we contribute significantly to the UK’s climate change commitments.
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