At a Glance
- Tasks: Be the voice of our business, handling customer queries and resolving complaints.
- Company: Join Evinox Residential, a leader in energy metering and billing services.
- Benefits: Competitive salary, holiday allowance, work-from-home option, and company bonus scheme.
- Other info: Dynamic role with opportunities for growth and development.
- Why this job: Make a real difference by providing excellent customer service and solving problems.
- Qualifications: Strong phone skills, resilience, and previous customer service experience preferred.
Join Our Dynamic Customer Service Team! Please read the following job description thoroughly to ensure you are the right fit for this role before applying. 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 with professionalism, 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 both private and social housing across the UK, issuing bills for tens of thousands of customers each year. We also support many more households via our pre-payment system.
About the Role: This is a customer-facing role where you will be the first point of contact for residents, both by phone and by 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 stay calm, stand your ground where necessary, and still show empathy and understanding. It’s a great opportunity for someone who thrives on communication, enjoys problem-solving, and wants to play a key role in delivering excellent customer service.
Essential requirements:
- Right to work in the UK
- Valid driving licence and own car
- Living within a 30-minute drive of Sevenoaks
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
- Field technical queries to external partners
- Update and maintain accurate customer records
- Manage move-in/move-out queries for residents
- Request customer feedback and encourage online reviews
- Assist with admin duties, including post and Welcome Packs for new tenants
- Ensure GDPR and data privacy compliance
Must-have skills:
- Strong telephone skills – confident, clear, and personable
- Resilience under pressure – able to handle angry or upset customers without losing composure
- Firm but empathetic approach – balancing authority with care for vulnerable residents
- Problem-solving mindset – able to explain bills and processes clearly, even to frustrated customers
- Attention to detail – accuracy in billing and data is essential
- Good numeracy skills – confident working with figures, explaining bills, and helping customers understand their costs.
- Good organisation, diary management, and Microsoft Office skills (Excel & Word)
- Previous experience in a phone-based customer service role is strongly preferred
Location: Based in Sevenoaks, with regular travel to our Leatherhead office during training.
Benefits Include:
- £28,000-£32,000 Salary (Based on Skills and Experience)
- 22 Days Holiday + Bank Holidays
- Company Bonus Scheme (after one year employment)
- One day per week work-from-home option
- 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...
Customer Service Representative employer: Hiring People
Evinox Residential is an exceptional employer that prioritises employee well-being and professional growth, offering a supportive work culture where your contributions are valued. Located in the picturesque town of Sevenoaks, you will enjoy a competitive salary, generous holiday allowance, and the flexibility of a work-from-home option, all while being part of a dynamic team dedicated to delivering outstanding customer service in the energy sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Evinox Residential. Understand their services and values so you can show how you fit into their customer service ethos.
✨Tip Number 2
Practice your phone skills! Since this role is all about communication, try role-playing with a friend or family member. Focus on staying calm and empathetic while handling tricky scenarios.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve successfully resolved customer issues. Be ready to share these during your interview to demonstrate your capability.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Evinox Residential.
We think you need these skills to ace Customer Service Representative
Some tips for your application 🫡
Read the Job Description Carefully:Before you start your application, make sure to read through the job description thoroughly. We want to see that you understand what we're looking for in a Customer Service Representative and how you can fit into our dynamic team.
Show Off Your Communication Skills:Since this role is all about talking to people, make sure your written application reflects your communication skills. Use clear and confident language, and don’t shy away from showing your personality – we love a bit of flair!
Highlight Relevant Experience:If you've got previous experience in customer service, especially in a phone-based role, make it shine! Tell us about specific situations where you’ve handled difficult conversations or resolved complaints effectively.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at Hiring People
✨Know the Company Inside Out
Before your interview, take some time to research Evinox Residential. Understand their services, especially in energy metering and billing. This will not only show your interest but also help you relate your answers to their specific needs.
✨Practice Empathy in Your Responses
Since the role requires handling upset customers, prepare examples of how you've successfully managed difficult conversations in the past. Highlight your ability to stay calm and show empathy, as this is crucial for the position.
✨Demonstrate Problem-Solving Skills
Think of scenarios where you had to solve a problem for a customer. Be ready to discuss these situations during the interview, focusing on your thought process and the steps you took to resolve the issue effectively.
✨Showcase Your Communication Skills
As a Customer Service Representative, clear communication is key. During the interview, practice speaking clearly and confidently. You might even want to rehearse common customer queries and how you would respond to them professionally.
