Customer Service Account Manager


Location: Selkirk, Scottish Borders
Industry: Customer Service
Type: Full Time

Balfour Wilson Recruitment are delighted to have been selected to support Spark Energy with their ongoing recruitment needs.

Spark Energy is growing fast, with more customers than ever to serve and assist. Working as part of a team, you’ll help them to meet their growing demand by providing industry-leading service to all of their customers. With your help, they will continue to develop new systems and processes that give their customers a great experience every time.

Previous contact centre experience is not required but you mist be able to confidently talk on the telephone and be IT literate.

Your Responsibilities:

  • To take ownership of and resolve customer enquiries in line with operational Key Performance Indicators e.g. call handling, retentions, customer conversions and service quality
  • To handle customer enquiries to First Contact Resolution
  • To use systems to accurately and promptly log and process all enquiries through to customer satisfaction
  • To provide information and guidance on processes, procedures and guidelines according to best practice
  • To be aware of other services which may be associated with an enquiry and offer additional information and advice as relevant
  • To maintain confidentiality and escalate enquiries/complaints as appropriate
  • To keep up to date with applications, tools and information relating to the customer service to ensure appropriate and timely information is given to customers
  • To provide support and assistance to other team members, and provide cover as and when directed
  • To receive and record payments in compliance with guidelines
  • To promote and guide customers in the use of using our products and services as appropriate
  • To complete correspondence confirming actions taken or advice given, as a result of enquiries dealt with
  • To comply with data protection policy
  • Problem solving and case management
  • Ongoing communication with the operations team


  • Ability to listen to customers and record all relevant information provided
  • Ability to maintain composure and deliver a professional service when telephone callers become difficult, abusive or distressed customers
  • Demonstrates excellent customer care skills by seeking to understand the needs of customers and building rapport
  • Ability to solve problems and learn new processes quickly
  • Ability to work as part of a team
  • Communicates effectively by telephone using clear, plain English
  • Flexible and willing to adapt to changes in the workplace
  • Comfortable taking responsibility for their own performance and development
  • Candidates must be comfortable working within a small, rapid growth business where flexibility, a positive attitude to change and an ability to work around any limitations is sought

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