At a Glance
- Tasks: Become a tech expert, optimising our platform to enhance customer experiences and operational performance.
- Company: Join ENSEK, a cloud-native SaaS company transforming the energy retail sector.
- Benefits: Enjoy 25 days holiday, health insurance, remote work, and team events.
- Other info: Be part of a dynamic team with opportunities for growth and learning.
- Why this job: Make a real impact in the energy transition while developing your technical skills.
- Qualifications: Experience with complex platforms, APIs, and a knack for problem-solving.
The predicted salary is between 60000 - 80000 £ per year.
About ENSEK
ENSEK builds the cloud‑native SaaS software that’s transforming how energy retailers operate, innovate and manage at scale. We help retailers lower operating costs, improve billing accuracy for consumers, and enhance customer experience through automation and AI‑driven insight, all underpinned by modern, cloud‑native architecture. ENSEK is at an exciting inflection point as we scale at pace towards new international horizons. If you’re driven by solving complex, real‑world problems and want to build modern technology that accelerates the global energy transition, you’ll feel right at home with us.
About the role
The Customer Excellence Platform Specialist is a technical subject matter expert within the Customer Excellence (Centre of Excellence) function, responsible for deep interrogation, configuration understanding, and optimisation of ENSEK’s platform (Ignition) to support customer and operational performance improvements. Operating as part of the Customer Excellence bench, the role provides a critical technical lens across customer and internal operations—ensuring that platform capabilities, configuration, and standard operating procedures are clearly understood, correctly applied, and fully utilised in line with intended design.
The role acts as the bridge between Customer Excellence delivery teams, Managed Services, and Product & Engineering—enabling Customer Excellence Managers and Specialists to diagnose issues, reduce avoidable demand, and improve first-time-right outcomes through better use of the platform. A key accountability is to bring the platform to life through hands-on investigation, live demonstrations, and replication of customer scenarios—helping both internal teams and customers understand how the system behaves, why issues occur, and how best to resolve or prevent them.
The Customer Excellence Platform Specialist also identifies system constraints, configuration inefficiencies, API or integration issues, and functional gaps—feeding structured insight into Product and Engineering teams to improve platform performance and capability over time. Fundamentally, the role increases confidence in ENSEK’s platform by ensuring it is used as designed, reducing reliance on legacy workarounds, and enabling scalable, efficient customer operations.
Key responsibilities:
- Platform Expertise & Technical Insight
- Act as the primary technical SME within Customer Excellence for ENSEK’s platform (Ignition), including configuration, workflows, and data structures.
- Develop deep understanding of platform setup including policies, procedures, tasks, trackers, events, and database relationships.
- Interrogate system behaviour to explain how and why outcomes occur within customer and operational processes.
- Analyse API logs, system data, and platform outputs to diagnose issues and identify root causes.
- Utilise tools such as Databricks and other data platforms to support technical analysis and insight generation.
- Customer & Operational Support
- Support Customer Excellence Specialists and Managers by providing technical expertise to underpin performance improvement initiatives.
- Assist in identifying and resolving avoidable demand drivers linked to system usage, configuration, or process misalignment.
- Enable teams to move away from legacy ways of working by aligning operational behaviours to platform design.
- Act as a central point of contact for technical queries, investigations, and escalations within the Customer Excellence function.
- Provide insight into service desk issues and recurring customer challenges, supporting prioritisation and resolution.
- Platform Optimisation & Problem Solving
- Identify configuration issues, defects, or areas where the platform is not performing as expected.
- Diagnose and document bugs, system limitations, and integration challenges, working with Product and Engineering teams to resolve them.
- Highlight opportunities to optimise platform usage, improving efficiency, accuracy, and customer outcomes.
- Support root cause analysis of operational issues where platform behaviour is a contributing factor.
- Live Demonstration & Scenario Replication
- Create and manage test environments and account setups to replicate customer scenarios and issues.
- Deliver live demonstrations and “show and tell” sessions for internal teams and customers to explain platform behaviour and best practice usage.
- Reproduce customer-reported issues in controlled environments to validate root causes and solutions.
- Support onboarding and transformation activity by demonstrating correct platform configuration and usage.
- Cross-Functional Collaboration
- Work closely with Managed Services (Service Desk), Product, Engineering, and Platform teams to align on issues, priorities, and improvements.
- Act as the Customer Excellence interface into technical teams, ensuring clear articulation of customer and operational challenges.
- Feed structured insight, defects, and enhancement opportunities into product roadmaps.
- Collaborate with transformation and onboarding teams to ensure platform setup aligns with best practice from day one.
- Capability Building & Knowledge Contribution
- Build technical capability within the Customer Excellence team by sharing insight, knowledge, and best practices.
- Support training and coaching of Specialists and Managers on platform usage and technical understanding.
- Contribute to the development of playbooks, configuration standards, and knowledge assets related to platform usage.
- Promote consistent, standardised ways of working aligned to platform design and capability.
Discipline Requirements:
- Performance Discipline
- Uses technical insight and system data to identify root causes and drive improvement.
- Translates complex system behaviours into clear, actionable recommendations.
- Supports reduction of avoidable demand through improved platform utilisation.
- Governance Discipline
- Operates within established escalation, defect management, and governance frameworks.
- Ensures visibility of platform issues, risks, and dependencies.
- Maintains structured documentation of findings, issues, and resolutions.
- Cultural Discipline
- Reinforces a “use the platform as designed” mindset across teams.
- Promotes collaboration between technical and operational functions.
- Contributes to a culture of continuous improvement, curiosity, and learning.
Experience & Expertise
- Strong experience working with complex platforms or enterprise systems (configuration and support).
- Proven ability to investigate and resolve technical issues in operational environments.
- Experience with APIs, system integrations, and data analysis tools.
- Background in customer operations, service delivery, or managed services environments.
- Ability to communicate technical concepts clearly to both technical and non-technical audiences.
Company Benefits
- 25 days’ holiday + bank holidays
- Option to buy or sell 5 extra annual leave days per year
- Vitality Health Insurance, including private healthcare, virtual GP access, mental‑health support and wellbeing perks (50% off gym memberships - Virgin Active, Nuffield, PureGym)
- Pension with 5% matched contribution
- Regular team‑wide and company‑wide events
- 2 volunteering days per year to give back
- Remote‑first working environment with offices in London and Nottingham
Customer Excellence Platform Specialist employer: ENSEK
At ENSEK, we pride ourselves on being an excellent employer by fostering a remote-first work culture that prioritises employee well-being and professional growth. Our commitment to security best practices is matched by our comprehensive benefits package, including health insurance and pension contributions, ensuring that our team members feel valued and supported in their roles. Join us to be part of a resilient team that encourages ownership and continuous improvement in the ever-evolving field of cybersecurity.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Excellence Platform Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ENSEK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ENSEK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Excellence Platform Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ENSEK:Your cover letter is your chance to shine! Tell us why you want to work at ENSEK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ENSEK!
How to prepare for a job interview at ENSEK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
