Customer Service Representative

Join Our Dynamic Customer Service Team!

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