Job at a glance
Right across infrastructure, there's a requirement to not only maintain, but also renew and reimagine. Whatever stage you're at in your career, with us you'll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive. Where will you be working?
At M Group Energy, we're enabling the energy essential to support our lives. We provide an end-to-end service, delivering solutions in electricity transmission, distribution, renewable energy, EV, metering and home decarbonisation. Home Decarbonisation- We're working to eliminate fuel poverty, providing end-to-end management in energy efficiency and carbon reduction. Our team works closely with homeowners and local authority partners to provide home energy advice to prepare for Net Zero.
You'll be part of our Home Decarbonisation team, working across community programmes designed to support households most in need. As a Energy Support Advisor, you'll be the first point of contact for residents accessing our services. Based at our Aylesbury office, with the flexibility to work from home up to two days per week, you'll play a key role in ensuring customers receive the right support at the right time.
What will you be doing? As a Triage & Bookings Advisor, you'll help create a positive and supportive experience for residents from their very first interaction with us. Working closely with customers, colleagues and delivery partners, you'll assess needs, provide guidance and arrange appointments that help households access vital energy support services. You'll be: - Delivering telephone-based triage for residents, offering initial support, energy efficiency advice and identifying suitable next steps - Booking telephone and face-to-face appointments, ensuring efficient scheduling and consideration of travel requirements - Handling a wide variety of inbound enquiries, providing a high standard of customer service and support - Managing conversations with empathy and professionalism while maintaining focus on achieving positive outcomes - Identifying opportunities to convert enquiries into energy advice appointments or home visits where appropriate - Providing accurate information, guidance and onward signposting through the most suitable communication channels - Updating CRM and work management systems with accurate and timely customer information - Maintaining clear records of all customer interactions and administrative activity - Working collaboratively with internal teams and external partners to support seamless service delivery - Handling personal and sensitive information safely and in line with GDPR requirements and company policies - Identifying safeguarding concerns and following appropriate escalation procedures - Recognising risks, issues and opportunities, escalating where necessary to support excellent customer outcomes - Contributing to continuous improvement initiatives that enhance service delivery and support business objectives This is a role where communication, empathy and attention to detail genuinely make a difference.
You'll be helping people access support that can improve their homes, reduce energy costs and create lasting positive outcomes for households across the communities we serve. What you'll bring We're looking for someone who enjoys helping people, takes pride in providing excellent customer service and thrives in a fast-paced environment. You'll have: - A Level 3 Energy Awareness qualification - Experience in a telephone-based customer service, contact centre, advisory or support role - A good understanding of household energy usage, energy efficiency and practical energy-saving measures - Awareness of customer vulnerability, including fuel poverty, financial hardship and health-related needs - Knowledge of safeguarding principles and the ability to respond appropriately to concerns