Address
SalaryLondon, Hybrid
£30,450 per year
️ OUR PERKS
Empowering you to be your most authentic self
- 25 Holiday Days + your local bank holidays
- 1 Birthday day – it only happens once a year!
- 3 So Giving Days - spend these days giving back to your chosen cause
- Religious Celebrations Leave
- Access to 100s of discounts at Perkbox
- Mental Healthcare – Unlimted sessions with UnMind
- Enhanced Family Leave
So Energy
Who we are
So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 300,000+ customers and over 300 So Energists. But, we’re not done. We’re on the road to a million customers by the end of 2026 and, thanks to our recent merger with ESB Energy, we’re well on the way. We’re tech first, we’re customer-centric and we’re passionate about sustainability.
We want to do the best we can for our customers and for each other, so we’ve created a workplace that is encouraging, supportive and offers the opportunity for growth. As a company, we live by six core values that guide everything we do:
- Clear
- Honest
- Ambitious
- Inquisitive
- Caring
- Sustainable
The Role
Customer Care Resolutions Advisor
Reporting into our Customer Care Resolution Team Leader , we’re looking for a Customer Care Resolutions Advisor to join the team.
What you’ll be getting up to:
Address customer complaints and issues in a timely and empathetic manner.
Investigate and analyse customer concerns to determine the root cause and provide appropriate solutions.
Maintain detailed records of customer interactions and resolutions.
Collaborate with other departments to ensure complaints are resolved to the satisfaction of our customers.
Ensure complaint handling timescales meet OFGEM requirements, maintaining accurate and up-to-date records in the complaints database.
This role will be a great fit if:
Previous experience in complaints handling or Customer Care is required.
Exceptional communication skills, both written and verbal.
Strong problem-solving and analytical abilities.
Empathy and a customer-centric mindset.
Ability to work well in a team and collaborate across departments.
Proficiency in using customer support tools and software.
️️ HIRING PROCESS
1. Initial Talent screening (30 mins)
2. ️ Problem Solving Interview with Email Case Study (1 hour)
Support – If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed.
OUR VALUES
We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals.
Clear - The energy industry can be pretty complex so we strive to provide clear communication to our customers and colleagues
Honest - Transparency is key, Whether that's providing clear bills to our customers or trusting our staff to do the right thing.
Ambitious - All of us are ambitious about the future of So Energy and what we can contribute to it.
Inquisitive - We are also questioning the Status Quo to see if there is a better way to do things for our customers
Caring - We care about the work we are doing, our customers and our colleagues
Sustainable - As a renewable energy company we are providing sustainable products but we also care about sustainable careers. That's why learning and continuous development is so important to us.
DIVERSITY, EQUITY, INCLUSION AND BELONGING
At So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We are a global community and we believe our unique qualities should be celebrated as they are critical to our innovation. It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn’t just an initiative at So Energy. We strive to embed it not just into our values but throughout our entire culture.
