Call Handler & Customer Service Agent

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