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For Companies At a Glance
- Tasks: Support homeowners and installers through the installation journey with empathy and professionalism.
- Company: Join Heat Geek, a leader in low-carbon heating solutions.
- Benefits: Competitive salary, health insurance, shares, and a learning budget.
- Other info: Hybrid role in a vibrant climate tech hub with great team culture.
- Why this job: Make a real impact on climate change while enhancing customer experiences.
- Qualifications: Experience in customer service and a passion for sustainability.
The predicted salary is between 30000 - 40000 ÂŁ per year.
Reports to: Senior Operations Manager, Customer Experience
What We Do
At Heat Geek, we are tackling one of the UK’s biggest carbon contributors: home heating. Nearly 20% of all UK carbon emissions stems from home heating – and that contribution is even bigger on a global scale. At Heat Geek, we are changing that. By simplifying a traditionally complex industry and revolutionising the technology used by installers, we’re making low‑carbon heating mainstream. We have already prevented over 1,000,000 kg of carbon from entering our atmosphere as of January 2026, and we aren’t stopping there!
Join Us!
People are at the core of who we are and what we do. From decreasing homeowners’ energy bills to help with the cost of living, to empowering talented heating engineers to perform outstanding installations, to ensuring a greener world for all of us, we believe in the power of what we can all do together. – And we need passionate, talented hard‑working people to be a part of this journey.
Your Mission
At Heat Geek, our ambition is to deliver a best in class customer experience - every homeowner and installer should feel genuinely looked after from the moment they sign up to long after their heat pump is running smoothly. As a CX Associate on our Operations Team, you’ll be at the heart of making that a reality. You’ll own the end‑to‑end installation journey from a customer experience perspective:
- Managing escalations with care
- Building self‑service resources
- Gathering customer insights
- Driving process improvements to prevent recurring issues
- Identifying installer and customer pain points
This is a hands‑on role with real ownership — you’ll see the direct impact of your work in the satisfaction of customers and installers alike. If you care deeply about getting things right for people, are curious about how systems work, and thrive in a fast‑moving startup environment — we’d love to meet you.
Own the Customer Journey
- Be the primary point of contact for homeowners and installers throughout the installation process
- Manage support queries across email and phone with professionalism and empathy
- Own and manage customer complaints and escalations end‑to‑end
- Manage final payments, proposal variations and aftercare queries, coordinating with internal teams
- Support customers through Design Consultation queries and homeowner agreement terms
Build and Improve the Experience
- Develop and maintain self‑service resources (internal databases, customer facing FAQs, etc.)
- Liaise with internal teams and suppliers to manage post‑installation aftercare
- Track and manage remediation spend and cases
- Work cross‑functionally to identify root cause of issues and close the loop
Surface Insights and Drive Improvements
- Identify patterns in support queries and customer feedback
- Translate insights into actionable improvements
- Drive process innovations to reduce repeat issues
- Contribute to SOPs and team knowledge‑sharing
Candidate Requirements
- Background in customer service, CX, or operations
- Comfortable handling high volumes of interactions (email + phone)
- Proven ability to manage multiple priorities in a fast‑paced environment
- Experience with CRM tools and workflow systems
- Analytical mindset — able to extract insights from data and interactions
- Startup or tech‑enabled business experience
It’s a bonus if you have…
- Experience with heat pumps, renewable energy, construction, or utilities
- Background in sustainability
Ways of Working + Benefits
This is a 3‑day‑in‑the‑office hybrid role where you will work with the team at our office in Sustainable Ventures in Waterloo, Europe's biggest climate tech hub. It's a 5‑minute walk from Waterloo Station and an energising space for anyone working on climate change.
Some of our measurable benefits include:
- ÂŁ5,000 contribution towards your own heat pump installation
- Shares in the company, allocated under a tax‑incentivised scheme
- Salary that’s evaluated regularly, and based on skills, impact, and role scope—not negotiation tactics
- Private medical & dental insurance
- Learning and development budget
- Annual summer retreat
- Season ticket loan
- Cycle to work scheme
- Yoga, run club and social events with other sustainability startups in our co‑working space
…alongside monthly socials and regular collaboration opportunities with a team that’s passionate, hardworking, and kind.
Customer Support Associate London, United Kingdom employer: Heat Geek Ltd
Contact Detail:
Heat Geek Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Associate London, United Kingdom
✨Tip Number 1
Get to know the company inside out! Research Heat Geek's mission and values, especially their focus on sustainability and customer experience. This will help you tailor your conversations and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice your communication skills! As a Customer Support Associate, you'll be the voice of the company. Role-play common customer scenarios with friends or family to build your confidence in handling queries and complaints with empathy and professionalism.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips about the company culture and even lead to referrals, which can significantly boost your chances of landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows that you’re proactive and really want to be part of the Heat Geek team.
We think you need these skills to ace Customer Support Associate London, United Kingdom
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Support Associate role. Highlight your experience in customer service and any relevant skills that align with our mission at Heat Geek. We want to see how you can contribute to making low-carbon heating mainstream!
Show Your Passion: Let your enthusiasm for sustainability and customer experience shine through in your application. We’re looking for people who genuinely care about getting things right for customers and installers alike. Share any personal experiences or projects that reflect this passion!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and fit for the role.
Apply Through Our Website: We encourage you to submit your application directly through our website. This helps us streamline the process and ensures your application gets the attention it deserves. Plus, it’s super easy to do!
How to prepare for a job interview at Heat Geek Ltd
✨Know Your Stuff
Before the interview, dive deep into Heat Geek's mission and values. Understand their approach to customer experience and how they tackle carbon emissions through innovative heating solutions. This will show your genuine interest in the company and its goals.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you’ve successfully managed customer queries or complaints. Highlight your ability to handle high volumes of interactions with professionalism and empathy, as this role is all about making customers feel valued.
✨Be Data-Driven
Since the role requires an analytical mindset, think of instances where you've used data to drive improvements or identify patterns. Be ready to discuss how you can translate customer feedback into actionable insights that enhance the overall experience.
✨Ask Thoughtful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about the team dynamics, the tools they use for managing customer interactions, or how they measure success in customer experience. This shows your enthusiasm and willingness to engage with the team.