Client Service Agent

About the role

The Client Service Agent is a key frontline role within UrbanChain’s Customer Operations function. Reporting to the Customer Service & Comms Lead, you will deliver responsive, accurate, and professional client service across all inbound and outbound channels.

This is a technology-enabled service role — you will work within modern CX platforms, contribute to data-driven service improvement, and help shape how a cleantech company communicates with its clients. Every interaction should reflect the standards of a modern technology company, not a traditional utility.

You do not need prior energy sector experience. We are looking for someone with the curiosity and drive to learn this space quickly, supported by structured onboarding and a team that values knowledge-sharing. What matters most is your ability to communicate clearly, solve problems methodically, and take ownership of the client experience.

Coverage: Frontline client service across UrbanChain’s UK commercial and regulated client portfolios, working across all contract types and client segments.

Commercial / Operational responsibilities

• Handle client enquiries across phone, email, live chat, and ticketing channels, ensuring a consistent, client-first experience at every touchpoint
• Resolve client issues promptly and thoroughly, taking a structured approach to understanding the root cause before working toward a solution
• Support client onboarding journeys by ensuring all communications are clear, proactive, and aligned with service expectations
• Maintain accurate client records and interaction histories within CX and operational platforms (including Zendesk), ensuring data integrity for reporting, automation, and audit purposes
• Draft and send client communications — including service updates, billing notifications, and issue resolution correspondence — in line with brand and regulatory standards
• Escalate unresolved or complex issues to the Customer Service & Comms Lead with clear context and recommended next steps
• Collaborate with Billing, Collections, and Operations teams to ensure consistent messaging across touchpoints, avoiding conflicting or unclear client communications
• Support compliance with Ofgem standards of conduct and complaint-handling requirements, embedding regulatory awareness into day-to-day client interactions
• Identify recurring client issues, log patterns, and feed insights back to the Customer Service & Comms Lead to support continuous improvement and product feedback loops

Reporting structure

Reports to the Customer Service & Comms Lead within the Customer Operations function. Works closely with Billing, Credit Control, TechOps, and Commercial teams on a day-to-day basis.

• Key internal stakeholders: Customer Service & Comms Lead, Operations, Finance, Technology, and Commercial teams
• Key external stakeholders: Clients, Brokers/TPIs, Third-party Service Providers, Regulators (as required for complaint handling and communications)

Development expectations

• Sector knowledge: Develop a working understanding of the UK non-domestic energy supply market, including core concepts such as metering, billing cycles, contract structures, and regulatory requirements. You will be supported through onboarding and ongoing coaching — what we need is the appetite to learn, and a willingness to build knowledge across multiple areas rather than staying in a narrow lane
• Process improvement: Contribute to the identification and delivery of improvements that enhance service efficiency, communication clarity, and client understanding — with a focus on how technology and automation can reduce manual effort and improve outcomes
• System capability: Build proficiency in UrbanChain’s operational and CX platforms (including Zendesk), supporting the team’s ability to track, manage, and report on all client interactions accurately. Contribute to platform configuration, workflow refinement, and data quality initiatives
• Professional development: Develop expertise in client experience management and operational service delivery within a technology-led environment. This role offers significant scope to upskill across multiple disciplines, with opportunities to progress into senior service, CX, or broader customer operations roles as the business grows

Deliverables

Commercial

• Contribute to client retention and satisfaction through responsive, clear, and empathetic service delivery
• Ensure all client correspondence reflects UrbanChain’s brand positioning as a technology-led, client-focused business

Operational

• Deliver accurate, compliant, and timely client service across all channels
• Ensure enquiries and complaints are logged, investigated, and resolved with clear, professional communication
• Escalate risks, trends, and systemic issues to the Customer Service & Comms Lead

Technology / Systems / Data

• Use CX and communication platforms (including Zendesk) effectively to manage, track, and report on client interactions
• Maintain accurate client records and messaging history to support operational reporting, automation triggers, and audit readiness
• Support platform adoption and contribute to workflow improvements that enhance service delivery and data quality

People

• Build productive working relationships across internal teams and with external partners
• Support knowledge-sharing within the client service function, contributing to team capability, consistency, and a culture of continuous improvement

Education & experience

• Educated to degree level or equivalent professional experience. Subject area is less important than evidence of intellectual curiosity and structured thinking
• 1–3 years’ experience in a client-facing service role — ideally within a technology, SaaS, cleantech, fintech, or professional services environment
• Experience handling client enquiries, complaints, and service interactions across multiple channels (phone, email, digital)
• Exposure to CRM, ticketing, or CX platforms (e.g. Zendesk, Salesforce, HubSpot, Intercom, or similar)
• Familiarity with working in a technology-led or platform-driven business — you understand that systems and data are core to how service is delivered, not just an afterthought
• Prior energy sector experience is not required — we value the capacity to learn and willingness to get stuck in over pre-existing domain knowledge

Traits

• Curious, proactive, and motivated to understand the ‘why’ behind client issues — not just the surface-level fix
• Clear, confident, and empathetic communicator across written and verbal channels
• Organised, reliable, and comfortable managing competing priorities in a fast-moving environment
• Accountable and self-directed — takes ownership of tasks through to completion without needing to be chased
• Comfortable working in a scaling business where processes and technology are still being built and refined

Skills

• Strong written and verbal communication — ability to translate complex or technical information into clear, accessible language for clients
• Problem-solving and root-cause thinking — looks for patterns, not just quick fixes
• Attention to detail and accuracy in record-keeping and client correspondence
• Confident with technology — proficient with Microsoft Office, comfortable adopting new platforms quickly, and able to use data to inform service decisions
• Ability to manage workload effectively across multiple priorities and channels
• Strong collaborative mindset — you thrive working across teams, actively seek out input from colleagues in other functions, and contribute to shared outcomes in a cross-functional environment