Customer Service Representative

Join Our Dynamic Customer Service Team!

We’re looking for a confident, resilient, and empathetic Customer Service Representative to be the voice of our business.

If you enjoy talking to people on the phone, can handle difficult conversations with professionalism, and take pride in solving problems, we’d love to hear from you.

About us

Evinox Residential is a leading specialist in energy metering, billing, and services for communal and district heating systems. Using our in-house billing platform, we look after hundreds of communal and district schemes for both private and social housing across the UK, issuing bills for tens of thousands of customers each year.

We also support many more households via our pre-payment system.

About the Role

This is a customer-facing role where you will be the first point of contact for residents, both by phone and by email. You’ll be responsible for handling billing queries, resolving complaints, and explaining charges clearly and professionally. Many customers may be upset or frustrated when they call, so you’ll need to stay calm, stand your ground where necessary, and still show empathy and understanding.

It’s a great opportunity for someone who thrives on communication, enjoys problem-solving, and wants to play a key role in delivering excellent customer service.

Essential requirements:

Right to work in the UKValid driving licence and own carLiving within a 30-minute drive of Sevenoaks

What you’ll do:

Answer customer calls and emails promptly and professionallyHandle billing queries, payment plans, and refund requestsResolve complaints and de-escalate tense situationsSupport our debt management teamField technical queries to external partnersUpdate and maintain accurate customer recordsManage move-in/move-out queries for residentsRequest customer feedback and encourage online reviewsAssist with admin duties, including post and Welcome Packs for new tenantsEnsure GDPR and data privacy compliance

Must-have skills:

Strong telephone skills – confident, clear, and personableResilience under pressure – able to handle angry or upset customers without losing composureFirm but empathetic approach – balancing authority with care for vulnerable residentsProblem-solving mindset – able to explain bills and processes clearly, even to frustrated customersAttention to detail – accuracy in billing and data is essentialGood numeracy skills – confident working with figures, explaining bills, and helping customers understand their costs.Good organisation, diary management, and Microsoft Office skills (Excel & Word)Previous experience in a phone-based customer service role is strongly preferred

Location:

Based in Sevenoaks, with regular travel to our Leatherhead office during training

Benefits Include:

£28,000-£32,000 Salary (Based on Skills and Experience)22 Days Holiday + Bank HolidaysCompany Bonus Scheme (after one year employment)One day per week work-from-home optionAutomatic enrolment into the company pension scheme after three months of employment

How to Apply:

If you’re looking to make a difference in a role where you’ll be valued, challenged, and