167d ago
167d ago
Job description
Fuse Energy is looking for an experienced Energy Specialist from the energy sector to own escalated tickets and complaints. You will take on the cases our frontline team can't solve, across billing, switching, payments and smart metering, and see each one through to resolution. This is a shift-based, in-office role in London, with optional overnight shifts, as part of our industry-leading 24/7 customer support.
Responsibilities
- Resolve escalated tickets and complaints end to end, from investigation to fix to customer follow-up.
- Manage chat and ticket queues during shifts prioritising cases and unblocking the frontline team quickly.
- Find the root cause behind complaints and spot when a one-off is a wider issue.
- Solve complex issues outside standard operating procedures (SOPs), escalating only when the fix is beyond your scope.
- Raise clear, evidence-backed escalations that other teams can act on straight away.
Requirements
- 1-2+ years experience at a UK energy supplier handling tickets, escalations or complaints
- Strong understanding of energy supply, including switching, billing, payments, industry data flows and smart metering.
- Comfortable using AI tools and data to investigate cases
- Strong problem-solving skills and a methodical approach to finding root causes.
- Exceptional written communication skills.
- Proven ability to manage multiple workflows across ticketing, live customer support, and queue management simultaneously.
- Ability to work in-office on a shift pattern, including weekends (overnight shifts optional)
Benefits
- £32,000 salary, performance bonus and overnight pay
- Fully expensed tech to match your needs
- Breakfast and dinner allowance for office-based employees
Pay & benefits
£32,000 /yr
+ Performance bonus
Meal allowance
About this role
Experience
1–2+ years of experience at a UK energy supplier handling tickets, escalations or complaints
About Fuse Energy
Company Overview
Fuse Energy
London, United Kingdom
2022
Approximately 50 employees with €76 million in annualised revenue (source: welcometothejungle.com)
What They Do
Fuse Energy is a London-based energy company that began in 2022 focused on supplying cheaper electricity and building renewable generation assets. It operates two related businesses: a retail electricity supplier targeting homes with low-cost tariffs and a digital-first, app-based customer experience, and a B2B energy services arm that supports businesses, nonprofits, and municipalities with energy procurement, fixed-rate supply, and community solar solutions (source: fuseenergy.com) (source: fuseenergygroup.com). The company’s technology focus centers on solar farm development, data science for demand forecasting, and grid-market participation rather than a single hardware platform, enabling it to optimize power purchasing and supply balancing (source: welcometothejungle.com). Fuse Energy’s vertically integrated model combines solar generation with software-led customer operations to deliver cheaper, greener energy to price-sensitive residential and commercial customers (source: welcometothejungle.com).
Projects & Track Record
Fuse Energy’s project portfolio is focused on solar farm development and power-market operations rather than large, named utility-scale assets with published capacity ratings. The company has built solar farms to provide cheap renewable energy and offers community solar and energy procurement services to its customers (source: welcometothejungle.com) (source: fuseenergygroup.com). It currently supplies electricity to approximately 50,000 homes and is actively planning expansion into Ireland, Europe, and the United States (source: welcometothejungle.com). On the commercial side, Fuse Energy Group works with businesses, nonprofits, and municipalities, and is developing retail energy channel partnerships to broaden its market reach (source: fuseenergygroup.com).
Recent Developments
Fuse Energy has experienced rapid growth and significant funding milestones in recent years. The company completed a $10 million early-stage venture capital round in July 2025, followed by a $100 million late-stage round in November 2025, fueling its expansion plans (source: welcometothejungle.com). It reported €76 million in annualised revenue with 7x year-on-year growth, reflecting strong market traction and operational scaling (source: welcometothejungle.com). The company is actively expanding its footprint beyond the UK into Ireland, broader Europe, and the US markets (source: welcometothejungle.com).
Working There
Fuse Energy hires across a diverse range of roles including engineering, operations, solar development, commercial functions, and software development. Current and past job openings include Senior Backend Engineer, Mechanical Engineer, Firmware Engineer, Engineering Manager for Solar EPC, Senior Front-End Engineer, Brand Designer, Growth roles, AI Operations Manager, and Site Manager for Solar EPC (source: workable.com) (source: welcometothejungle.com). The company also recruits for commercial retail energy channel partner managers, indicating a focus on expanding business partnerships (source: fuseenergygroup.com). Fuse promotes a fast-moving startup culture characterized by "fair wages," "long hours," "high voltage," and offers stock options, reflecting a high-energy environment with growth opportunities (source: f.energy).