Call Handler & Customer Service Agent

SUMMARY:
As a Call Handler & Customer Service Agent, you will support UK-based energy efficiency programs by managing inbound and outbound calls, verifying customer eligibility, and coordinating surveys and installations.

POSITION INFO:

Call Handler & Customer Service Agent

Support UK Government Energy Efficiency Programs from South Africa, Fully Remote

Customer Service | R15 500 - R19 000 | UK Hours (Mon-Fri, 8am-5pm)

About Our Client

Our client is a specialist service provider supporting major UK government initiatives in energy efficiency. Focused on reducing carbon emissions and alleviating fuel poverty, they play a critical role in delivering the ECO4 and GBIS schemes. With a dynamic remote team based in South Africa, they offer meaningful, long-term career opportunities for professionals looking to make an impact while working UK business hours.

The Role: Call Handler & Customer Service Agent

As a Call Handler & Customer Service Agent, you will support UK-based energy efficiency programs by managing inbound and outbound calls, verifying customer eligibility, and coordinating surveys and installations. This role is ideal for someone who thrives in a detail-oriented, service-driven environment with a focus on delivering measurable outcomes.

Key Responsibilities

• Contact and qualify inbound and outbound leads for the ECO4 and GBIS schemes
• Verify customer eligibility and collect supporting documentation (e.g., benefits, health, EPC)
• Record all interactions and verification steps accurately in the CRM
• Schedule and confirm survey appointments, reducing no-shows through follow-up calls
• Coordinate closely with the ECO Manager and installation partners
• Maintain clear and professional communication with customers throughout the process
• Meet KPIs on lead conversion, call volume, and appointment scheduling
• Provide regular updates to the ECO Manager on lead progress and challenges
• Stay informed on evolving ECO and GBIS criteria and policy updates

About You

• Minimum 1-2 years of call-handling or customer service experience
• Clear, neutral English pronunciation (no accent)
• Strong attention to detail and high accuracy in recording data
• Confident communicator with excellent interpersonal skills
• Organised and able to manage multiple leads and appointments
• Comfortable using CRM systems and digital tools
• Fast learner, willing to gain industry knowledge (ECO & GBIS training provided)
• South African citizen with remote work setup and ability to work UK business hours
• This is a full-time remote position requiring availability during UK hours (8am-5pm, Mon-Fri). Candidates must have professional, accent-neutral spoken English and a strong service mindset.