Customer Service Representative

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

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 professionally 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 private and social housing providers across the UK, issuing bills to tens of thousands of customers each year. We also support many more households through our pre-payment system.

This is a customer-facing role where you will be the first point of contact for residents, both by phone and 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 remain calm, stand your ground where necessary and still show empathy and understanding.

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

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 teamRefer technical queries to external partnersUpdate and maintain accurate customer recordsRequest customer feedback and encourage online reviewsAssist with administrative duties, including post and welcome packs for new tenants

Essential requirements

Right to work in the UKA valid driving licence and access to your own carLiving within a 45-minute drive of Sevenoaks

Skills and experience

Strong telephone skills, with a confident, clear and personable mannerResilience under pressure and the ability to handle angry or upset customers without losing composureA firm but empathetic approach, balancing authority with care for vulnerable residentsA problem-solving mindset and the ability to explain bills and processes clearlyExcellent attention to detail, as accuracy in billing and customer data is essentialGood numeracy skills, with the confidence to work with figures, explain bills and help customers understand their costsGood organisational and diary-management skillsCompetence using Microsoft Office, particularly Excel and WordPrevious experience in a telephone-based customer service role is strongly preferred

Location

The role is based in Sevenoaks, with regular travel to our Leatherhead office during training.

Salary and benefits

22 days’ holiday plus bank holidaysCompany bonus scheme after one year of employmentOption to work from home one day per weekAutomatic 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 supported, apply now to join our dedicated team.