Customer Relations Specialist

The Energy Revolution

Valda Energy is a dynamic and rapidly growing energy supplier based in Bicester, committed to driving business success through smart, reliable energy solutions. Established in 2019 by industry experts, we bring together a diverse combination of talent to foster continuous sustainable growth. We challenge the existing marketplace with our leading, tech-driven, and customer-focused approach. Our passion for innovation and dedication to exceptional service sets us apart.

At Valda Energy, we live by our core values: communicate, collaborate, own it, embrace change, and put the customer first. We believe that our people are our greatest asset, and we are dedicated to fostering a supportive and evolving culture. From introducing new benefits to offering structured training opportunities and hosting frequent social events, we ensure our employees thrive.

Perks that Power Your Journey ️

• Annual Salary up to £26k
• Company Annual Bonus Scheme
• 25 days of annual leave plus bank holidays, plus length of service award up to 30 days
• Private Medical Insurance with Vitality Health
• Life Insurance policy, providing coverage at four times your salary
• Employee Assistance Programme offering confidential support and guidance
• Enjoy an array of complimentary snacks, drinks, and lunch options in our office
• Salary sacrifice pension scheme where we will match contributions up to 4%
• In-house learning and development team devoted to nurturing your talent, unlocking potential and propelling you towards being your best
• Refer a friend scheme (up to £500), monthly team events, annual company events & recognition awards
  
  

How you will Energise Our Team

We’re looking for a Customer Relations Specialist to join our team and help deliver exceptional service. In this role, you’ll investigate and resolve customer complaints, working with internal teams to identify root causes and ensure timely, fair outcomes. Strong communication skills are key, as you’ll craft clear, high-quality responses and support third-party complaint handling alongside the Customer Relations Manager.

The day-to-day responsibilities will involve:

• Manage complaints in accordance with regulatory timescales
• Attempt to achieve first contact resolution for all customer complaints via phone or email
• Maintain knowledge of company processes and policies
• Adhere to company policies and procedures to resolve customer concerns
• Proactively flag potential issues and risks and work towards proposing solutions.
• Offer guidance on complaint handling to the wider business,
• Determine monthly feedback of complaint trends to the Customer Relations Manager
• Support the company ‘one team’ culture
• Investigate and resolve complaints that have reached the Energy Ombudsman
• Share findings with customer facing teams
  
  

The Spark we're Looking For

• At least 1 year of experience in both customer service and administrative work
• Existing knowledge of the energy and/or utilities sectors is desired, but not essential
• Experience resolving customer complaints with professionalism, empathy, and a focus on fair outcomes
• Able to analyse issues, think critically, and develop practical solutions to resolve customer concerns efficiently and accurately
• Consistently thorough when reviewing information, spotting errors or inconsistencies, and ensuring accuracy in documentation and communication
• Communicates clearly and confidently with customers and colleagues, produces professional written responses, and builds strong, positive working relationships
  
  

If you like the sound of this role, we encourage you to apply even if you aren’t confident that you meet all of the requirements – you may be just who we’re looking for. We are extremely proud to be an equal opportunity employer and actively encourage applications from all backgrounds. To make your recruitment experience with us accessible to you, we encourage you to let us know if you have any individual requirements. We are here to support you, so please reach out to our team on [email protected]