{"id":1726967,"url":"https://alion.io/job/ukdea-customer-service-advisor","title":"Customer Service Advisor","company":{"id":2179752,"name":"UKDEA","domain":"ukdea.org.uk","url":"https://alion.io/company/ukdea","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Peterborough, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":85000,"period":"year","method":"role_country_seniority_unknown","sample_n":190},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-09-28T00:00:00Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-13T13:39:49Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"About the role\nAs a Customer Service Advisor (CSA), you’ll resolve resident queries about heat network energy accounts quickly, courteously, and effectively. Alongside the Customer Service team, you’ll support metering and billing processes to deliver a seamless experience.\nYou’ll handle enquiries and complaints across phone, email, live chat, and WhatsApp with empathy and professionalism. Beyond being the first point of contact, you’ll review accounts, spot issues, and work with colleagues to provide timely solutions.\nThis role thrives on collaboration: you’ll join a resilient, inclusive team that shares knowledge and works under pressure. We’re looking for strong communicators with problem-solving skills, accuracy, emotional intelligence, and a commitment to compliance and data protection.\nLocation and working hours:\n37.5 hours per week\nMonday to Friday - alternating shift patterns (08:00 - 16:30 or 10:45 - 19:15)\nAlternate Saturdays 08:00 - 16:30 (with a day back in the week)\n30-minute lunch break & two 15-minute breaks (unpaid) during each working day.\nOffice location: Stuart House, Peterborough (PE1 5DD)\n2-day hybrid - after probation\nWhy Join us:\nYou’ll be joining a company that puts people first, both our residents and our employees. As a Real Living Wage Employer, we ensure pay reflects the true cost of living and rises in line with national updates. 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. On top of that, we pride ourselves on our friendly and inclusive workplace culture, where your ideas will be heard, your contributions celebrated, and your wellbeing supported.\nRequirements:\nExcellent verbal and written communication skills, with the ability to explain complex information clearly and empathetically.\nStrong customer service orientation with a proactive and solution-focused approach.\nAbility to manage and resolve customer queries efficiently, including complaints.\nCompetence in using Microsoft Office applications (Word, Excel, Outlook) and customer management systems.\nStrong organisational skills and attention to detail.\nAbility to work independently and as part of a team in busy Contact center\nBasic understanding of energy billing and metering processes.\nAbility to handle sensitive customer data in line with GDPR and company policies.\nProblem-solving mindset with a willingness to learn heat networks.\nBenefits:\nSalary:£26,328 plus Customer Service Advisor Incentive Plan (up to £1000 payable per year)\nHoliday Allowance:25 days of holiday per year plus English bank and public holidays.\nPension Scheme:Employer pension contribution matched at 4%.\nEmployee Assistance Programme (EAP):Free, confidential support available for personal and professional challenges.\nCorporate Social Responsibility (CSR) Programme:\"DO RIGHT WITH INSITE\" provides up to 2 paid days off per year for volunteering with company-led initiatives.\nProbation Period:3 months as standard.\nSocial Events:Regular company social events, including an annual Summer Party and Christmas Party.\nThis benefits package offers a vibrant and supportive work environment, with opportunities for professional growth, work-life balance, and community engagement.\nAbout Insite\nEstablished in 2009, Insite Energy is a dynamic, fast-growing company that provides services to heat network suppliers in the UK. The services provided include metering & billing of residential customers, the installation (and retrofit) of credit billed and pay-as-you-go equipment, and ongoing maintenance and management of the heat network schemes.\nWe pride ourselves on our commitment to working as one team to put the customer and client first, delivering a reliable, competitive, and professional service. We are tireless in our efforts to be the best at what we do, which is reflected in our Trustpilot rating. With just over 130 current employees, we are small but mighty, delivering more by working together.\nAt 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.\nOur Values:\nCommunity\nInnovation\nExcellence\nSustainability","description_format":"text","description_chars":4396,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-02T22:28:17Z"}],"visa":[],"liveness":{"score":65,"band":"ok","label":"Likely open","p_open":1,"p_active":0.723,"p_room":0.9,"age_days":15,"expected_fill_days":26,"reasons":["conf:1","win:mid"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/ukdea-customer-service-advisor","json_url":"https://alion.io/job/ukdea-customer-service-advisor.json","meta":{"generated_at":"2026-10-13T13:53:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21407,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2179752},"rest":"https://alion.io/mcp/rest/get_company?id=2179752"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fukdea-customer-service-advisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fukdea-customer-service-advisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fukdea-customer-service-advisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ukdea-customer-service-advisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fukdea-customer-service-advisor"}]}