Customer Service Advisor - Emergency Team

We are Calisen. We own and manage essential energy infrastructure assets that offer smarter energy for all.

Through smart metering, installation, data services, EV charging infrastructure, and the electrification of heat, we’re creating a more sustainable future, bringing smarter energy to all in conjunction with our core business values. Calisen is in an exciting and strong position where we are seeing growth and development in all areas of the business, and we now have an exciting opportunity to join us as a Customer Service Advisor working within our lively and fast-paced call centre as part of our emergency team.

As part of the emergency team, you’ll be the hero on the other end of the line, handling inbound calls from both customers and suppliers, ensuring swift action in metering emergencies, be it gas or electric. From booking appointments, advising on emergency situations, and following procedures to tackle dangerous metering issues such as a gas leak. Working closely with our field operatives and managers, you’ll be the bridge between urgency and solution, ensuring timely resolutions for all emergencies. But it’s not all about the quick fixes, you’ll also manage supplier escalations, learn about the gas and electricity industry, and collaborate with different departments to ensure everything runs smoothly.

Are you ready to be a vital part of our Emergency Customer Service Team? This is not just a job - it's a crucial role where you’ll be working, full-time, 42.5 hours per week, Monday to Friday, including some bank holidays. You’ll have the flexibility to handle emergencies from the comfort of your own home with our hybrid setup and visit our Wigan call centre HQ at least twice a week. What’s more, your efforts won’t go unnoticed – you’ll earn a competitive annual salary of £26,520.

What we are looking for

• A solid educational background (at least GCSE level).
• Proven experience in a customer service role, preferably in a fast-paced call centre environment.
• Ability to follow documented procedures and guidelines meticulously.
• Strong problem-solving skills and the capability to make quick and effective decisions.
• Preferably understand the electricity and gas industry processes or have a willingness to learn and adapt quickly.
• Proactive team player with the ability to collaborate with different departments and field managers effectively.
• Flexibility to work from home with a hybrid setup after completing training, with a requirement to attend the office 5 days per week during the training period, and willingness to visit the Wigan call centre HQ at least 2 days a week post-training.

Calisen is proud to be a Real Living Wage paying employer. We believe in the inherent value of our colleagues, and it is our commitment to provide fair and competitive pay that reflects the real cost of living. We understand that when our team members are compensated fairly, it not only enhances their well-being but also contributes to a positive and thriving workplace.

Calisen is committed to providing a diverse, equitable, safe, and inclusive environment as we bring smarter energy to all. The more diverse our teams’ backgrounds, experiences, and ways of life, the stronger our business and relationships with our customers will be. Individuals are welcome to apply to our open positions regardless of age, gender, race, religion, belief, sexual orientation, marital status, neurodiversity, and physical ability.

We are a Disability Confident Employer and happy to consider any reasonable adjustments that candidates may need during the recruitment process, and you will be asked whether you require any during your application.

Please note that all successful applicants will undergo relevant employment reference, background, financial and criminal record checks, appropriate for the role offered.