Customer Service Advisor in Peterborough

About the role

The main role of the Customer Service Advisor (CSA) is to resolve resident queries about their heat network energy accounts in an effective, efficient and courteous manner. As part of the Customer Services team, CSAs also provide wider support to the overall metering and billing processes. Insite Energy is committed to providing residents with the highest standards of service, and we’re looking for someone who can help us deliver just that.

As part of our Customer Service team, you’ll play a vital role in supporting our customers across multiple channels, including phone, email, live chat, and WhatsApp. Whether resolving day‑to‑day enquiries or handling complaints, you’ll demonstrate empathy, professionalism, and efficiency, ensuring residents feel valued, understood, and well supported. You’ll be more than just the first point of contact; you’ll actively review customer accounts, identify potential issues before they arise, and work closely with colleagues to deliver proactive solutions. From raising and closing tickets through our telephony platform to confidently navigating multiple bespoke systems, you’ll ensure a seamless experience for every resident.

Collaboration is key in this role: you’ll be part of a supportive, resilient, and inclusive team that thrives under pressure, shares knowledge, and pulls together to achieve shared goals. We’re looking for someone who communicates effectively across teams, contributes to a positive culture, and approaches challenges with a problem‑solving mindset. You’ll bring emotional intelligence to every interaction, champion accuracy and quality in your work, and promote a culture of integrity by ensuring compliance with Data Protection and company policies.

Location and working hours

• 37.5 hours per week
• Monday to Friday - alternating shift patterns (08:00 – 16:30 or 10:45 – 19:15)
• Every third Saturday 08:00 – 16:15 (with a day back in the week)
• 30‑minute lunch break & two 15‑minute breaks (unpaid) during each working day.
• Office location: Stuart House, Peterborough (PE1 5DD)
• 2‑day hybrid – after probation

Required skills and attributes

• Excellent verbal and written communication skills, with the ability to explain complex information clearly and empathetically.
• Strong customer service orientation with a proactive and solution‑focused approach.
• Ability to manage and resolve customer queries efficiently, including complaints.
• Competence in using Microsoft Office applications (Word, Excel, Outlook) and customer management systems.
• Strong organisational skills and attention to detail.
• Ability to work independently and as part of a team in a busy Contact centre.
• Basic understanding of energy billing and metering processes.
• Ability to handle sensitive customer data in line with GDPR and company policies.
• Problem‑solving mindset with a willingness to learn about heat networks.

Benefits

• Salary: £26,328.38 per annum.
• Real Living Wage Employer: Pay reflects the true cost of living and rises in line with national updates.
• Structured development path: Follow a transparent development pathway with clear job levelling stages that give you new responsibilities, greater ownership, and salary progression as you grow.
• Holiday Allowance: 26 days of holiday per year, including birthday leave, plus English bank and public holidays.
• Pension Scheme: Employer pension contribution matched at 4%.
• Employee Assistance Programme (EAP): Free, confidential support available for personal and professional challenges.
• Corporate Social Responsibility (CSR) Programme: “DO RIGHT WITH INSITE” provides up to 2 paid days off per year for volunteering with company‑led initiatives.
• Probation Period: 26 weeks as standard.
• Social Events: Regular company social events, including an annual Summer Party and Christmas Party.
• Ongoing training and opportunities to grow your career.

This benefits package offers a vibrant and supportive work environment, with opportunities for professional growth, work‑life balance, and community engagement. You’ll be joining a company that puts people first, both our residents and our employees. You’ll also benefit from ongoing training, opportunities to grow your career, and the chance to be part of a business that values innovation, teamwork, and continuous improvement.

At Insite Energy, we embrace diversity and inclusion. We value all backgrounds, identities, and experiences. We're committed to providing equal opportunities for all and offering reasonable adjustments to ensure accessibility and inclusivity throughout the application process and in the workplace.