Business Customer Contact Agent

We're looking for a

Business Customer Resolution Agent to join a multi‑skilled team supporting customers in the energy market. This is a varied, end‑to‑end role where you'll take real ownership of customer accounts, investigate complex queries and play an active part in retaining and growing customer relationships.

You'll work as part of a

small, empowered customer pod, collectively responsible for a large portfolio of customers. Rather than handing customers between departments, you'll support them at

every stage of their journey, from account queries and investigations through to debt conversations, changes of tenancy and retention when customers move premises.

You'll be trusted to make decisions that balance

customer experience, commercial outcomes and compliance, using your judgement to deliver the right resolution first time.

Salary

£30,044 basic + Quarterly bonus up to 16% of salary

Start Date

16th Nov (we will be unable to approve holidays within the first 6 weeks)

Office location

1 Waterfront Avenue, Edinburgh, Scotland, EH5 1SG

Working style

Office-based during training up to 6 weeks, with flexible hybrid / work‑from‑home options available post‑training. 2 office days per month is standard.

Operating Hours

Monday-Friday, 8am-6pm (you will work 37hrs per week within the core operating hours).

What you'll be responsible for

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Taking

end‑to‑end ownership of customer accounts & complaints, managing queries and account events through to resolution

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Investigating and resolving customer issues using

multiple systems and information sources

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Handling

inbound and outbound contact across phone, web chat and written channels

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Making sound decisions that deliver the

best outcome for the customer and the business

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Proactively managing

debt, change of tenancy and retention conversations

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Ensuring issues are fully resolved to

prevent repeat contact and drive strong customer satisfaction

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Managing workload effectively to meet

speed‑to‑resolve and case completion targets

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Keeping customer accounts accurate and up to date through

account health checks

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Working collaboratively within your team, sharing knowledge and best practice

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Operating in line with

quality, compliance and data protection requirements

What we're looking for

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A

strong customer focus with a genuine passion for delivering excellent service

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Proven

problem‑solving and investigative skills, able to handle complex account queries

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Experience managing

customer cases or accounts end‑to‑end

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Confidence handling

challenging conversations, including debt or sensitive issues

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Excellent

organisation and time‑management skills

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A collaborative team player who shares ideas and supports others

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Comfortable working across

multiple systems with strong attention to detail