Customer Service Specialist

Hemiko are recruiting for a Customer Services Specialist reporting to the Head of Customer Experience.

The successful candidate will be responsible for providing excellent service to customers by answering enquiries, resolving billing issues and handling complaints. They will also work on improving customer service processes and ensuring customers are informed about the district heating services that we offer.

We are looking for a customer service champion to join our growing team – someone who is passionate about helping others and has a knack for solving problems. This role is perfect for someone with experience in customer service, ideally in a call centre or helpdesk environment. The candidate will use strong communication skills to answer questions, troubleshoot issues, and ensure customer satisfaction and the company's success.

A genuine interest in the field and a desire to contribute to a growing department are essential.

Hemiko is a fast‑growing innovative business investing in and delivering over £1bn of heat network projects over the coming years. We fund, design, build, operate and maintain low‑carbon district energy networks and building energy systems, working with local authorities, developers, house builders and property owners to deliver low‑carbon energy solutions  aim to lead on town and city‑scale decarbonisation and are committed to delivering high‑quality services for the communities we serve.

Hemiko is seeking a Customer Services Specialist to work under the Head of Customer Experience, learning and developing while delivering value to the Customer Services team. The successful candidate will champion customers' needs and thrive in a fast‑paced environment. Experience in district heating networks is preferred but not essential. The role offers significant opportunities to develop a career in a friendly environment alongside a broadly experienced commercial team.

We are looking for an organised, self‑motivated, and positive individual who enjoys solving problems and taking ownership of their work. The candidate will be confident working independently as well as collaboratively, managing workload effectively, meeting deadlines, and approaching challenges with initiative and a solutions‑focused mindset. Excellent communication skills, empathy, resilience, fairness and professionalism are essential. A willingness to contribute new ideas as we innovate and deliver sustainable, customer‑focused energy solutions is required.

• Deliver excellent customer service across phone, email and digital channels, resolving enquiries efficiently and professionally.
• Manage customer accounts, investigating billing, metering and payment queries to identify and resolve issues.
• Respond to and support the resolution of customer complaints in line with company processes.
• Coordinate engineer appointments, monitor work orders and keep customers informed of progress.
• Produce customer communications, reports and account updates to support business operations.
• Identify and escalate incidents, risks or service issues that may have a significant customer or business impact.
• Work collaboratively across Customer Experience, Operations and Engineering teams to deliver a seamless customer journey.
• Support the continuous improvement of systems, processes and customer communications.
• Maintain accurate customer records and ensure all activities are completed in line with quality, compliance and data protection requirements.

• Previous experience in a customer service, contact centre or helpdesk environment.
• Excellent verbal and written communication skills with the ability to explain technical information clearly and empathetically.
• Experience handling customer complaints and resolving issues professionally.
• Strong organisational skills with the ability to manage multiple priorities and meet deadlines.
• Confidence using Microsoft Office and the ability to learn new systems and technologies.
• A proactive, solutions‑focused approach with the ability to work independently and as part of a team.
• High attention to detail and the ability to investigate, analyse and…