Energy Prepayment Advisor (Utilities)

TL;DR

Energy Prepayment Advisor (Utilities): Providing customer support for energy prepayment meters with an accent on handling emotive calls and budget management. Focus on resolving complex queries first-time, achieving performance KPIs, and delivering high-quality customer care.

Location: Hybrid, once a month on site. Must be based in any TD or EH postcode area and willing to attend the TD6 site monthly.

Salary: £26,850 per annum

Company

hirify.global provides a unified platform for energy, broadband, mobile, and insurance services to help customers save time and money.

What you will do

• Act as the primary point of contact for customers managing their energy budgets via prepayment meters.
• Handle challenging and emotive calls, providing empathetic support during high-demand periods.
• Resolve customer queries efficiently to achieve first-time resolution.
• Meet key performance indicators (KPIs) including Average Call Handling time, Quality, and Compliance.
• Collaborate with other internal departments to effectively resolve complex customer issues.

Requirements

• Must be based in a TD or EH postcode area.
• Ability to remain calm and empathetic under pressure in a fast-paced environment.
• Proven problem-solving skills and high emotional intelligence.
• Strong commitment to timekeeping, responsibility, and integrity.
• Ability to work full-time during the initial 8-week training programme.

Culture & Benefits

• Performance-based bonus, share options, and a Save As You Earn Scheme.
• 33 days of holiday, including Bank Holidays.
• Matched contribution pension scheme and life assurance up to 4x salary.
• Comprehensive health support including an Employee Assistance Programme and free virtual GP service.
• Ongoing learning, development, and training opportunities to support career growth.