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About the Role
Fuse Energy is seeking an experienced Energy Specialist to manage escalated customer tickets and complaints within their 24/7 support team. This role involves resolving complex issues related to billing, switching, payments, and smart metering, ensuring customer satisfaction and identifying systemic problems.
Responsibilities
- Resolve escalated tickets and complaints end to end, from investigation to fix to customer follow-up.
- Manage chat and ticket queues during shifts, prioritizing cases and unblocking the frontline team.
- Identify the root cause behind complaints and detect wider issues from individual cases.
- Solve complex issues outside standard operating procedures, escalating only when necessary.
- Raise clear, evidence-backed escalations for other teams to act upon.
Requirements
- 1-2+ years of experience at a UK energy supplier handling tickets, escalations, or complaints.
- Strong understanding of energy supply, including switching, billing, payments, industry data flows, and smart metering.
- Comfortable using AI tools and data for case investigation.
- Strong problem-solving skills and a methodical approach to root cause analysis.
- Exceptional written communication skills.
- Proven ability to manage multiple workflows simultaneously.
- Ability to work in-office on a shift pattern, including weekends.
Skills
- Energy supply
- Switching
- Billing
- Payments
- Smart metering
- AI tools
- Data analysis
- Problem-solving
- Written communication
- Workflow management
Location
- London
Work Type
- In-office
- Shift-based
- 24/7 support
- Optional overnight shifts
Experience Level
- Experienced
Salary/Compensations
- £32,000
- Performance bonus
- Overnight pay
Benefits
- Fully expensed tech
- Breakfast allowance
- Dinner allowance
About the Company
- Fuse Energy is an energy startup focused on making energy abundant and affordable.
- The company combines first-principles thinking with cutting-edge technology to build a better energy system.
- Fuse Energy has raised over $200M from prominent investors.
- They are building a fully integrated energy company involved in generation, hardware, grid infrastructure, power trading, AI, and distributed energy installation.
- By selling directly to consumers, they aim to lower costs and pass savings to customers.