Energy Specialist

Fuse Energy is looking for an experienced Energy Specialist to own escalated tickets and complaints. You will take on cases the frontline team can't solve, across billing, switching, payments, and smart metering, and see each one through to resolution.

Responsibilities:

• Resolve escalated tickets and complaints end to end, from investigation to fix to customer follow-up.
• Manage chat and ticket queues during shifts, prioritising cases and unblocking the frontline team quickly.
• Find the root cause behind complaints and spot when a one-off is a wider issue.
• Solve complex issues outside standard operating procedures (SOPs), escalating only when the fix is beyond your scope.
• Raise clear, evidence-backed escalations that other teams can act on straight away.

Requirements:

• 1–2+ years 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 to investigate cases
• Strong problem-solving skills and a methodical approach to finding root causes.
• Exceptional written communication skills.
• Proven ability to manage multiple workflows across ticketing, live customer support, and queue management simultaneously.
• Ability to work in-office on a shift pattern, including weekends (overnight shifts optional)

Benefits:

• £32,000 salary, performance bonus and overnight pay
• Fully expensed tech to match your needs
• Breakfast and dinner allowance for office-based employees