Senior Customer Support

Overview

Manage strategic customer relationships and resolve support queries.

Key Responsibilities

• feedback capture
• client meetings
• multi‑channel support
• strategic liaison
• supplier coordination
• issue escalation

Tasks

As the dedicated point of contact for strategic clients, this position also plays a key role in gathering and sharing customer feedback with relevant departments to support continuous improvement in products and services. The Senior Customer Support Specialist is responsible for the day-to-day management of the relationship between our Client and their strategic customer segment. This role involves maintaining high levels of customer satisfaction through direct communication, both in-person and via phone, email, and chat. Working collaboratively with internal teams—including Customer Support, Customer Success, Bill Validation, and Procurement—the Senior Customer Support Specialist also liaises with external suppliers to ensure timely resolution of customer queries within agreed service levels. Escalation of more complex issues will be directed to the Customer Support Manager when necessary. -Capture and communicate customer feedback to internal teams to drive service and product improvements. -Attend regular meetings with strategic clients—often alongside the Customer Success Manager—to maintain high service standards. -Engage with customers via multiple communication channels (phone, email, chat) to resolve issues and provide information. -Act as the main point of contact for strategic customers, ensuring their needs are met and exceeded. -Handle all incoming customer support calls in a professional and timely manner. -Collaborate closely with internal teams, particularly Bill Validation, Customer Success, and Procurement. -Coordinate with suppliers to resolve queries within agreed SLAs.

Requirements

• office 365
• crm
• energy sector
• negotiation
• detail oriented
• customer service

What You Bring

Let me know if you'd like this formatted as a downloadable document or tailored to a specific tone (e.g., more formal, more conversational, etc.). Knowledge – Essential Experience – Essential Remote - successful candidate will need to be in UK, our client cannot sponsor Knowledge – Desirable -Proven ability in objection handling and negotiation with customers, suppliers, and other stakeholders. -High attention to detail and accuracy. -Awareness of the relationship dynamics between customers and suppliers in the utilities sector. -Excellent communication skills, both written and verbal. -Familiarity with the challenges faced by customers when procuring utility services (energy, water, environmental). -Strong organisational and time-management skills. -Proficiency in Microsoft Office 365 (Excel, Outlook, Word). -Background in the energy or utilities industry. -Experience in mentoring, training, or supporting junior team members. -Experience working in an office environment. -Capability to work within defined service levels. -Ability to work both independently and collaboratively within a team. -Familiarity with CRM systems and case management software. -Experience working autonomously and within a team environment. -Experience in preparing and sharing data for reporting with stakeholders. -Solid understanding of customer service best practices. -Knowledge of professional business communication etiquette. -Ability to manage multiple tasks while meeting deadlines.

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Benefits

Our Client offers a range of rewards and incentives to recognise the hard work of their team. This includes a points-based reward scheme redeemable for shopping vouchers and an annual benefits pot that allows team members to tailor their perks. In addition, employees have opportunities to engage in volunteering and charity initiatives, supporting both personal development and community engagement. (£26,000 - £28,000) + benefits + bonus

About The Green Recruitment Company

-Has grown into a global recruitment leader in the green energy sector, with offices across Europe, North America, Asia, and Oceania. -Bridges skilled professionals and innovators—from renewable developers to cleantech startups—fueling projects in solar, wind, storage, green hydrogen, carbon capture and more. -Deploys a suite of services—permanent hires, executive search, contract staffing, market intelligence and project teams—tailored to the full lifecycle of green energy ventures. -A standout strength is their specialist teams in green finance, trading & procurement, energy management, and emerging cleantech, enabling deep market insight and precision hiring. -Uniquely blends data-driven tech platforms with niche sector expertise, optimizing candidate attraction, retention and fit across six continents.

Sector Specialisms

Visa Sponsorship

-no visa sponsorship; candidates must already be eligible to work in the uk.