Call Handler

Putting the ‘i’ into British Innovation.

Putting the ‘i’ into Inventing the Future.

Putting the ‘i’ into Inspiring Change.

myenergi is a growing global clean‑tech manufacturer dedicated to removing the barriers to a greener future. Known for our award‑winning zappi EV charger and our intelligent home energy management ecosystem, we empower customers to control, store, and optimise their self‑generated energy.

With an expanding international presence and ambitious plans for continued global growth, we’re shaping the future of smart, flexible homes, leading innovation in solar, EV, and battery technology to create a cleaner, more sustainable future for all.

️Role Summary

We are recruiting for 2x team members to join us on fixed term contracts until September 2026.

The Call Handler is the first point of contact for customers, installers, and partners who contact Customer Care by phone.

The role focuses on triaging calls quickly, calmly, and accurately. You will identify the reason for the call, capture the right information, assess urgency, and route the customer to the correct support path.

This role is not expected to resolve complex technical issues. The priority is to create a clear, structured handover so the right team member can act without needing the customer to repeat themselves.

️Key Responsibilities

• Avoid creating duplicate tickets where there is already an active case.
• Route calls to the correct team or queue based on the issue type.
• Explain next steps clearly to the customer without overpromising.
• Use approved scripts, macros, and guidance to keep communication consistent.
• Support customers with basic self-service guidance where suitable.
• Identify when a customer needs a human technical agent, service team support, or another internal route.
• Keep call handling efficient while still giving the customer a good experience.
• Escalate abusive, vulnerable, high-risk, or complaint-related calls in line with process.
• Maintain accurate records for reporting, demand tracking, and service improvement.
• Work with Product Support, Service, and Operations to improve triage quality.

️Required Qualifications and Experience

• Good communication skills.
• Confident speaking to customers over the phone.
• Able to stay calm under pressure.
• Good listening skills.
• Able to gather information quickly and accurately.
• Strong attention to detail.
• Basic IT skills.
• Comfortable using CRM or ticketing systems.
• Able to follow processes and scripts.
• Able to manage difficult conversations professionally.
• Able to identify when something needs escalation.

Desirable

• Previous call centre or customer service experience.
• Experience using Zendesk, Aircall, or similar systems.
• Experience in technical support, energy, EV charging, renewables, or electrical products.
• Understanding of myenergi products, including zappi, eddi, eddi+, libbi, and harvi.
• Experience working in a triage or first-contact support role.
• Knowledge of complaint handling or vulnerable customer processe

Our Core Values

Positivity & Pride

Open & Honest Communication

Teamwork & Kindness

Empowerment & Responsibility

At myenergi, our culture is shaped by the values we live every day. They guide how we work, how we treat each other, and how we deliver on our mission to create a greener, more sustainable future.

What Myenergi Offers You️

Free on‑site EV charging

Private Medical Insurance

Cycle to Work Scheme

25 days’ holiday (increasing with service)

+ Bank Holidays

Mental Health First Aiders across the business

Career development and ongoing support

Employee empowerment and autonomy

Free on‑site parking

A positive, purpose‑driven working environment

EV salary sacrifice scheme

Birthday leave – because everyone deserves a day off for their birthday

Life Assurance - death in service

Long service awards

Enhanced maternity and paternity pay

Life Celebrations – vouchers for birth and marriage

Employee Assistance Programme – a free, 24/7 UK‑based counselling helpline

myenergi is committed to being an equal opportunity, diverse and inclusive employer. We want a supportive and inclusive environment where our colleagues can reach their full potential without prejudice and discrimination. We are committed to a culture where respect and understanding is fostered, and the diversity of people’s backgrounds and circumstances will be positively valued.