Customer Service Senior Support Advisor

We are Calisen. We own and manage essential energy infrastructure assets that offer smarter energy for all.

Through smart metering, installation, data services, EV charging infrastructure, and the electrification of heat, we’re creating a more sustainable future, bringing smarter energy to all in conjunction with our core business values. Calisen is in an exciting and strong position where we are seeing growth and development in all areas of the business, and we now have an exciting opportunity to join us as a Customer Service Senior Support Advisor working within our lively call centre as part of our smart metering exchange team.

The Customer Service Senior Support Advisor plays a critical role in collaborating with the contact centre leadership team to surpass departmental targets and objectives. They actively support the development of people and processes, while also managing ad-hoc projects and providing essential upskilling and training. In addition, they are prepared to step in for the Team Leader when necessary, acting as the primary point of contact for team queries and developing expertise on department processes. The Senior Support Advisor also engages with suppliers, contributes to ongoing business improvement, and collaborates with various teams to enhance operational efficiency. They are responsible for developing and documenting processes, identifying opportunities for performance and revenue improvement, and leading team meetings and sessions. Furthermore, they attend and contribute to internal and third-party site meetings, all while maintaining their knowledge of the advisor role and supporting the team in completing BAU tasks during periods of high demand.

This is not just a job - it's a permanent, full-time role where you'll be working 37.5 hours per week, covering shifts between 8am and 8pm, Monday to Friday, and Saturdays, where you’ll cover a shift between 8am – 5pm. You’ll have the flexibility to work from home with our exceptional hybrid setup, while also working from our Wigan call centre HQ at least two days a week. In return, you’ll be rewarded with an annual salary of £24,453!

What we are looking for

• Energetic candidate with a solid educational background (at least GCSE level).
• Demonstrated leadership and supervisory skills, along with proven problem-solving and analysis abilities, including experience with RingCentral analytics.
• Amazing telephone skills and able to navigate Microsoft Office like a pro.
• Able to thrive in a fast-paced environment, especially if you’ve worked your magic in customer service before in either telephone-based setups or face-to-face.
• Bonus points for call centre experience!
• Other superpowers include superb communication & people skills.
• You’re a team player with a knack for collaboration while also able to shine and show initiative.
• Organisational and administrative skills that would make any superhero jealous.

Calisen is proud to be a Real Living Wage paying employer. We believe in the inherent value of our colleagues, and it is our commitment to provide fair and competitive pay that reflects the real cost of living. We understand that when our team members are compensated fairly, it not only enhances their well-being but also contributes to a positive and thriving workplace.

Calisen is committed to providing a diverse, equitable, safe, and inclusive environment as we bring smarter energy to all. The more diverse our teams’ backgrounds, experiences, and ways of life, the stronger our business and relationships with our customers will be. Individuals are welcome to apply to our open positions regardless of age, gender, race, religion, belief, sexual orientation, marital status, neurodiversity, and physical ability.

We are a Disability Confident Employer and happy to consider any reasonable adjustments that candidates may need during the recruitment process, and you will be asked whether you require any during your application.

Please note that all successful applicants will undergo relevant employment reference, background, financial and criminal record checks, appropriate for the role offered.