Tesla
Energy Support Specialist - Residential Energy - Fixed Term Contract
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What To Expect
This is a 12-month fixed-term contract with the possibility of extension. Tesla is looking for a customer-focused, experienced, and motivated Energy Support Specialist to join our Tesla Energy team in the UK. If you thrive on helping people, have a passion for clean energy, and excel in fast-paced, solution-driven environments, we’d love to hear from you.
As an Energy Support Specialist, you’ll be the first point of contact for our customers, providing expert guidance, support, and key services related to Tesla Electric energy supply and customer account management. You will also ensure Tesla meets its service obligations and commitments by responding to customer technical enquiries in an accurate and timely manner. The ideal candidate will have technical acumen in addition to a track record of remarkable customer service. You’ll play a critical role in ensuring a seamless, positive experience from onboarding through to ongoing support.
What You'll Do
- Deliver high-quality, empathetic, and accurate customer support via phone, email, and digital channels – resolving inquiries efficiently and professionally, with a strong focus on first-contact resolution.
- Approach every interaction with compassion, especially when supporting vulnerable customers or those facing financial or service-related stress, ensuring clarity, dignity, and timely assistance.
- Support customers with enrolment and unenrolment into energy supply services, including verifying eligibility, collecting required documentation, and guiding them through the process with clarity and care.
- Handle billing and payment-related inquiries, including explaining tariffs, energy usage, and billing cycles, resolving discrepancies in invoices, statements, or payment history, managing direct debit setups, failed payments, and payment plans, and supporting customers facing financial hardship with compassion and appropriate resources.
- Manage customer account administration, such as updating personal details, verifying identity, and ensuring compliance with data protection regulations (e.g. GDPR).
- Clearly explain energy products, tariffs, regulations, and billing concepts in plain language – tailored to the customer’s level of understanding.
- Evaluate the needs of customers and work in a creative, pro-active manner to resolve technical and general support enquiries with customer Residential Energy products.
- Communicate customer concerns to the escalation team and others as necessary to resolve issues.
- Collaborate cross-functionally with technical, billing, and operations teams to resolve cases and enhance service delivery.
- Accurately record all interactions, actions, and outcomes in CRM and support systems, maintaining data integrity and supporting knowledge sharing.
- Meet quality standards, actively use feedback to improve performance, and contribute to a culture of continuous improvement.
- Adhere to industry SLA requirements for energy providers.
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What You'll Bring
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- At least two years of experience in a customer support role, preferably within an energy or utility environment.
- Excellent written and spoken English is required.
- Proven ability to manage multiple tasks, prioritise effectively, and maintain accuracy under pressure.
- Familiarity with CRM systems and digital support platforms.
- Strong attention to detail, especially when handling financial and personal data.
- A proactive mindset, with a genuine desire to solve problems and improve the customer experience.
- Ability to build trust and rapport with customers, even during challenging situations.
This role is ideal for someone who combines technical understanding with a deep commitment to customer service – someone who sees every interaction as an opportunity to make a meaningful difference in the transition to sustainable energy.
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