Job Description

Love customer service and exceeding customer expectations? Are you committed, with a can do attitude? Want to be part of a fast-paced, growing team - with plenty of opportunities for career progression? We have the perfect job for you!

Company description

Watkins Energy is an exciting new energy company providing heat to residential and commercial customers for the purpose of heating their properties and providing hot water.

With a growing specialist Customer Care Team providing metering and billing services and full front-line customer support - including for maintenance, servicing and repairs, Watkins Energy is becoming the face of heat supply services for consumers on many new Developments in and around London and the South East. With a customer service approach underpinned by always putting our customers first, pre-empting their needs and establishing a relationship built on confidence and trust we hope to become the heat provider of choice.

Our work environment includes:

A supportive and inclusive work culture Growth opportunities On-the-job training Modern office setting

Job description

Our Customer Care Team provides the highest level of customer support via telephone, email and online. As Customer Care Administrator you will be the first point of contact for customers and will be a member of a fast-paced, multi-skilled customer service team, proactively managing and resolving a wide range of customer requests, making a rapid assessment of the best next steps and helping customers to get the help and support they need.

Principal roles and responsibilities

Setting up new customer accounts and making welcome calls. Closing customer accounts when customers move home. Proactively resolving customer billing queries over the phone and via email. Setting up and managing Direct Debits and taking phone payments. Interacting with customers daily, via telephone or email, responding to their questions and service requests confidently and resolving any queries or issues within the timeframes set out in our Guaranteed Service Standards. Successfully managing and resolving customer complaints or concerns, proactively implementing any lessons learnt to improve future service delivery. Effectively diagnosing heat supply issues for customers and taking appropriate action to rectify within the timeframes set out in our Guaranteed Service Standards. Supporting with other tasks as required appropriate to the post. Emergency Out of Hours Cover

Knowledge, Skills and Experience Required

Essential:

Minimum of 2 years' experience in fast paced customer service administration environment. Customer service orientated with strong customer communication skills and phone etiquette, including the ability to handle difficult conversations confidently and with diplomacy. Previous experience in a client liaison or customer service administration role is essential. Excellent interpersonal skills with a demonstrable ability to establish and maintain excellent working relationships with a wide variety of key stakeholders, including clients, contractors, and customers. Excellent written communication skills. Must be a team player. Strong attention to detail. Self-starter, driven by success and able to work well under pressure. Organised and methodical with the ability to prioritise and maintain an orderly workflow. Excellent IT skills proficient with Microsoft Office Suite and able to quickly learn new software. Reactive and proactive problem-solving skills. Awareness of legislation and requirements surrounding data protection and privacy.

Desirable:

Working knowledge of customer service software, databases and tools. Working knowledge of metering and billing software, databases and tools.
If you are passionate about delivering exceptional customer service and want to be part of an innovative energy company, we invite you to apply for the Customer Service Administrator position at Watkins Energy today!

Job Type: Full-time

Pay: 25,500.00-27,000.00 per year

Benefits:

Company pension Cycle to work scheme Life insurance
Education:

GCSE or equivalent (required)
Experience:

Customer service: 2 years (required)
Work Location: In person

Application deadline: 15/09/2025