Location: Office based with potential for hybrid working
Contract: Full-time, Permanent
Hours: 37 hours per week
Benefits:
- 5% pension contribution
- 23 days annual leave (pro rata)
Make a real difference to households struggling with rising energy costs
We're looking for an empathetic, customer-focused Energy Advisor to join our growing Advice Team.
Company Description
YES Energy Solutions is a Community Interest Company with a strong social purpose, focused on reducing CO2 emissions and alleviating fuel poverty across the UK. The organization reinvests profits into community schemes that support the green economy, tackle climate change, and help households and organizations adopt low carbon lifestyles. YES Energy Solutions works with local authorities, housing associations, businesses, and major energy companies to deliver carbon reduction programs and help partners achieve energy saving targets. The company also offers free tailored energy advice to UK residents and operates an in-house installer division specializing in insulation, central heating, and renewable energy installations. YES Energy Solutions is the group trading name for Yorkshire Energy Services CIC and YES Energy Solutions Ltd.
In this rewarding role, you'll provide practical, tailored support to energy consumers, helping them reduce energy costs, access additional support services and improve their financial wellbeing. Through telephone-based advice, you'll guide customers through energy-saving measures, income maximisation opportunities and wider support schemes, making a genuine difference to people in vulnerable circumstances.
If you enjoy helping people, building rapport quickly and delivering excellent customer service, we'd love to hear from you.
What you'll be doing
As an Energy Advisor, you'll be a key point of contact for customers seeking help and guidance with their energy bills and household finances.
Responsibilities include:
- Delivering tailored energy efficiency advice through inbound and outbound calls
- Supporting customers to reduce energy and utility costs
- Promoting additional support services, including Priority Service Registers and benefits checks
- Managing customer records and maintaining GDPR compliance
- Completing customer satisfaction and quality assurance follow-up calls
- Working towards monthly KPIs relating to productivity, call quality and conversion rates
- Producing accurate records and reports for internal and external stakeholders
- Supporting community events and awareness activities when required
- Contributing to continuous improvement by identifying customer needs, training opportunities and service enhancements
What we're looking for
- Minimum two years' contact centre experience
- Strong telephone and customer service skills
- Excellent communication skills with the ability to explain information clearly and empathetically
- Ability to build trust and rapport with a wide range of customers
- Strong organisational and time management skills
- Experience working towards KPIs and performance targets
- Good IT skills and the ability to learn new systems quickly
- High levels of accuracy and attention to detail
- Ability to work independently and manage competing priorities
- Knowledge of energy efficiency, fuel poverty or income maximisation services
- Experience supporting vulnerable customers
- Understanding of Priority Service Registers, benefits entitlement checks or utility support schemes
- Knowledge of GDPR and handling sensitive customer information
This is more than a customer service role. Every conversation has the potential to reduce financial hardship, improve wellbeing and help people access support they may not know exists.
We provide structured training, ongoing coaching and development opportunities, enabling you to build specialist knowledge while making a meaningful impact in your community every day.
