Customer Contact Support

Make a real difference in every customer interaction We’re looking for a Customer Contact Support Advisor to join our team on a permanent basis, delivering outstanding service across a range of customer enquiries and complaints while supporting operational excellence and continuous improvement. This is a full time role, working Monday to Friday on a shift rota between 8:00am and 8:00pm.

The role is based at our Ansty office (CV7 9JU), with free onsite parking available. Why you’ll love this role As Customer Contact Support, you’ll be at the heart of delivering an exceptional customer experience. You'll manage customer interactions from initial contact through to resolution, ensuring every customer receives a professional, empathetic, and efficient service.

This is a varied role where no two days are the same. You'll work across multiple communication channels, collaborate with teams across the business, and contribute towards continuous improvement initiatives that enhance both customer satisfaction and operational performance. What you’ll be doing Deliver outstanding customer service Manage customer enquiries and complaints across multiple channels Ensure every customer interaction is handled to a high standard Case management & resolution Take ownership of customer cases from initial contact through to resolution Investigate queries and complaints, ensuring accurate and timely outcomes Support operational excellence Maintain accurate customer records and case notes Ensure compliance with company policies and procedures Drive continuous improvement Identify opportunities to improve processes and customer experiences Work collaboratively with colleagues and stakeholders across the business What you’ll bring You'll be customer focused, proactive, and passionate about delivering excellent service.

You'll be comfortable managing a varied workload and handling a range of customer interactions professionally and effectively. Experience Previous customer service experience is essential Experience in a contact centre is desirable Experience handling customer cases or complaints would be advantageous Skills Strong communication and interpersonal skills Excellent problem solving and decision making abilities Ability to manage customer interactions professionally and empathetically Confidence using computer systems and Microsoft Office Ability to build effective working relationships across teams At Cadent, we’re thrilled to be part of the future of UK energy!

We have a clear roadmap to drive our performance to the forefront of our industry and support the UK government in achieving its net zero targets by 2050. We’re making a difference through innovation and new ways of working. Together, we’re shaping a cleaner, greener future for our 11 million customers, whom we put at the heart of everything we do.

What’s In It for You Here at Cadent, we recognise that our people are truly unsung heroes. Quietly confident, delivering every day - that’s why we’re committed to supporting our people to get the best out of themselves. For this role, we offer: Annual bonus Pension Scheme double matched up to a total of 18% of salary 25 days holiday, plus statutory days, and an option to buy more An extra day off each year to celebrate life’s special moments Career development with funded learning options Flexible working and strong ED&I commitments Generous family policies and flexible benefits Retail discounts, gym access, and more We support a healthy work-life balance and are open to flexible working options.

Diversity and Inclusion Don’t meet every requirement? No problem! If you’re excited about this opportunity but your experience doesn’t align perfectly with every qualification mentioned, we would still love for you to submit your application – you may just be the right person for this role or other opportunities at Cadent.

We value diversity and are committed to being an equitable employer. Our employee communities – Women in Cadent, Pride at Work (LGBTQ+), Embrace (ethnicity and religion), Thrive! (disability), the Cadent Military Community, the Grief Awareness Community, and the Men's Engagement Network (M.E.N) – can’t wait to welcome you!

As a proud Disability Confident Leader, we guarantee to interview all disabled applicants who meet the minimum essential criteria for the vacancy. Please let us know if you require any reasonable adjustments at any stage of the recruitment process and we will ensure that support is provided. What’s next? To be considered for this role, please submit your application with an up-to-date CV and our Talent Acquisition team will get in touch soon.

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