Helpdesk Administrator

Overview

Due to growth, we are currently recruiting for a Customer Service Specialist on behalf of a fast‑growing company that designs, builds and operates district heating networks. This work is for communities, towns, and cities and involves working with local authorities, developers, house builders, and property owners.

Operating for over 10 years, the company has a number of offices in the UK and overseas. Their services include the design, installation, maintenance and management of plant rooms and heat networks on behalf of local authorities and property developers. They are a fast‑growing business looking to invest and deliver over £1bn worth of heat‑network projects in the coming years.

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

This is a permanent position based in Rockcliffe and pays £26,228 per annum. The role also offers a range of benefits, including a bonus based on performance, an electric car lease scheme, 25 days annual leave plus bank holidays, a company pension, private healthcare, training schemes, and development opportunities. Working hours are Monday to Friday, 37.5 hours per week.

• Deliver excellent customer service across phone, email and digital channels, resolving enquiries efficiently and professionally.
• Manage customer accounts by 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 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 learning 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 resolve customer queries.
• Experience coordinating appointments or working with field‑based teams is desirable.
• A genuine passion for delivering excellent customer service and contributing to a growing, innovative business.

• Bonus based on individual and business performance.
• Electric car lease scheme.
• 25 days annual leave plus bank holidays.
• Company pension.
• Private healthcare.
• Training schemes and development opportunities.