Customer Service Support Advisor

We are recruiting for a Customer Services Support Advisor. At ENGIE, we believe the energy transition starts with people. Our Customer Care team plays a vital role in building trust with the customers and partners who rely on us every day. When you join us, you help ensure every interaction reflects our commitment to excellence. We are looking for a Customer Care Specialist to join our Energy Supply team in Leeds.

In this role, you will resolve escalated queries, complaints, and regulatory cases while driving continuous improvement across our service operations. Your work directly impacts customer satisfaction and helps shape a better experience for everyone we serve.

• Resolve escalated customer queries, complaints, and Ombudsman Service cases within agreed SLAs.
• Prepare and submit case files for the Ombudsman Services and respond to Citizens Advice referrals in line with regulation.
• Perform root cause analysis on complaints and identify recurring process or system issues driving high query volumes.
• Keep customers and partners informed of progress on outstanding enquiries with clear, consistent communication.
• Maintain accurate and detailed records in the Junifer system and deliver timely closure reports.
• Support the Credit Control team in resolving disputes and reducing outstanding debt.
• Identify knowledge gaps across Retail Operations and the Shared Service Centre, and support training for new starters.

• Previous customer service experience, ideally within the energy sector.
• Excellent written and verbal communication skills with a professional telephone manner.
• Strong organisational skills and the ability to produce accurate work within tight deadlines.
• Proficiency in Microsoft Office and confidence working with billing or CRM systems.
• A customer-focused mindset with empathy, resilience, and attention to detail.
• Self-motivation and the ability to manage conflicting priorities effectively.
• GCSE Maths and English Grade C or above; degree level education is desirable but not essential.

Leeds, United Kingdom. This is a hybrid role, 2 days a week in the office, combining office-based collaboration with the flexibility to work from home.

• A competitive salary with clear career progression opportunities within ENGIE's growing Energy Solutions business.
• A diverse range of missions, from complaint resolution and regulatory case management to process improvement and training.
• Stimulating, meaningful work that directly contributes to customer satisfaction and operational excellence.
• A friendly, supportive team environment where collaboration and knowledge-sharing are valued.
• Flexible working arrangements that support your work-life balance, including hybrid working.
• Access to professional development programmes and the chance to build expertise in the energy sector.

ENGIE is an equal opportunity employer. We are committed to creating an inclusive workplace where everyone feels valued and respected, regardless of background, identity, or personal circumstances. We welcome applications from all qualified candidates and actively promote diversity within our teams.

If you require any reasonable adjustments during the recruitment process, please let us know. We are happy to support you in any way that helps you perform at your best.