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 professionally
• Handle billing queries, payment plans and refund requests
• Resolve complaints and de-escalate tense situations
• Support our debt management team
• Refer technical queries to external partners
• Update and maintain accurate customer records
• Request customer feedback and encourage online reviews
• Assist with administrative duties, including post and welcome packs for new tenants

Essential requirements

• Right to work in the UK
• A valid driving licence and access to your own car
• Living within a 45-minute drive of Sevenoaks

Skills and experience

• Strong telephone skills, with a confident, clear and personable manner
• Resilience under pressure and the ability to handle angry or upset customers without losing composure
• A firm but empathetic approach, balancing authority with care for vulnerable residents
• A problem-solving mindset and the ability to explain bills and processes clearly
• Excellent attention to detail, as accuracy in billing and customer data is essential
• Good numeracy skills, with the confidence to work with figures, explain bills and help customers understand their costs
• Good organisational and diary-management skills
• Competence using Microsoft Office, particularly Excel and Word
• Previous 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 holidays
• Company bonus scheme after one year of employment
• Option to work from home one day per week
• Automatic 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.