Customer Service Helpdesk Operative

Gemserv is constantly looking ahead to ensure we continue to deliver exceptional service in a rapidly changing world. Our business is evolving, but we remain clear about where we want to be and how we want to get there. We are looking for an ambitious and enthusiastic Customer Service Helpdesk Operative to join our Low Carbon team.

London Office (hybrid working)
Salary Range
£23,000- £27,500 plus excellent benefits package
Employment Type
Fixed Term Contract
Contract Basis
Full time
Ref No

The Role

We are currently looking for a motivated and organised Customer Service Helpdesk Operative to join our team. The role will deliver key services for Low Carbon Business, and you will report to the Helpdesk Team Leader. The successful applicant will predominantly assist in managing the helpdesk function, answering customer queries (phone, email and online chat) regarding the installation of energy efficiency products and their application for funding.

Reporting against internal service levels will also be a key part of the role to ensure the correct resourcing arrangements are in place. A knowledge of renewable energy technologies will benefit the candidate but is not essential as training will be provided.


Duties include:

  • Responding to helpdesk enquiries on the phone and responding to emails.
  • Processing and resolving enquires and referring where appropriate within the agreed timescales.
  • Data uploads and compilation.
  • Administrative support, inclusive of drafting correspondence, document processing, and other ad hoc duties as required.
  • Liaison with stakeholders, including technical service providers and system users.
  • Drafting new and revised business requirements.
  • Supporting the testing of system changes.
  • Providing expert analysis with the ability to communicate complex issues and solutions clearly to a range of stakeholders.


Gemserv's foundations are rooted in the electricity, gas and smart metering industries. Experience within these markets is desired but not essential.

The post-holder should possess proven administrative and customer service experience, including demonstrable experience in the following areas:

  • Exceptional client focus;
  • Professional and personable telephone etiquette;
  • Strong communication, presentation, and stakeholder management skills;
  • Strong written, verbal and numeracy skills;
  • Experience of working as part of a team with good interpersonal skills;
  • Ability to use initiative and to manage workload independently;
  • Proficient in the use of office IT applications, including word processing and spreadsheet packages;
  • Excellent planning and organisational skills, with a particular focus on quality;
  • Experience of working in or an understanding of the utilities industry is also desirable.


Upon employment, employees should also have a sound awareness of the Company's Information, Quality, Environmental and Energy Management Systems.




  • 25 days annual leave, plus bank holidays
  • Profit related Bonus (discretionary)
  • Reward and recognition schemes
  • Flexible working
  • Private Bupa healthcare
  • Life Assurance (up to 4 times annual salary)
  • Matched pension contributions
  • Season Ticket Loan
  • Cycle to work scheme
  • Buy and Sell annual leave
  • Reimbursement of eye test and up to £50 towards glasses or contacts
  • Corporate gym rates
  • Employee Assistance Programme
  • Summer and Christmas parties, along with monthly Gembar



We are an expert provider of professional services in a world driven by data and technology. We work across various sectors, from government bodies to global blue-chip organisations and small independent companies.

Due to the nature of what we do, we are a people business. The contribution from every member of the team expands our workforce’s diverse range of experience, skills and personalities – each individually valued.

Gemserv is an equal opportunities employer, we celebrate diversity and are committed to create an inclusive environment for all employees.

We heavily invest in the learning and development opportunities, enabling our people to develop skills and gain experience, which will enhance career prospects for life. Many who started their careers with us have rapidly progressed into more senior positions.

At Gemserv no two days are the same, but we believe in a flexible approach to working which we know our employees’ value. That focus on encouraging a positive work/life balance extends to the many regular social events where employees get the opportunity to meet people from across the business and the wider industry in a more informal environment.

 HR Recruitment Graphic


If you can see yourself working at Gemserv, then we would love to hear from you. Please submit your CV and application to us by clicking ‘Apply now’Happy to talk flexible working