Client Service Agent

TGRC has partnered with an innovative cleantech company developing technology infrastructure for local, decentralised energy markets, connecting energy generation directly with consumption.

Step into a front‑line role where client experience meets technology. You’ll own client interactions end‑to‑end, using modern CX platforms to deliver fast, accurate support while helping shape a smarter, more data‑driven approach to customer service.

• Handle client enquiries across phone, email, live chat, and ticketing channels, ensuring a consistent, client‑first experience at every touchpoint.

• Resolve client issues promptly and thoroughly, taking a structured approach to understanding the root cause before working toward a solution.

• Support client onboarding journeys by ensuring all communications are clear, proactive, and aligned with service expectations.

• Maintain accurate client records and interaction histories within CX and operational platforms (including Zendesk), ensuring data integrity for reporting, automation, and audit purposes.

• Draft and send client communications — including service updates, billing notifications, and issue resolution correspondence — in line with brand and regulatory standards.

• Escalate unresolved or complex issues to the Customer Service & Comms Lead with clear context and recommended next steps.

• Collaborate with Billing, Collections, and Operations teams to ensure consistent messaging across touchpoints, avoiding conflicting or unclear client communications.

• Support compliance with Ofgem standards of conduct and complaint‑handling requirements, embedding regulatory awareness into day‑to‑day client interactions.

• Identify recurring client issues, log patterns, and feed insights back to the Customer Service & Comms Lead to support continuous improvement and product feedback loops.

• 1–3 years in a client‑facing/service role (tech, SaaS, fintech, or similar preferred)

• Strong communication skills and a problem‑solving mindset

• Comfortable using CRM/CX platforms

• Curious, proactive, and confident working in a fast‑paced, scaling environment

• No prior energy experience required — just the ability to learn quickly and take ownership of the client experience.