Customer Service Advisor – UK Campaign
Job Details
Company: Huntswood
Position: Customer Service Advisor – UK
Location: Umhlanga, KwaZulu-Natal
Employment Type: Permanent
Industry: Customer Services
Functional Area: Customer Service
Experience Level: Mid-Senior
Posted: 17 August 2026
Closing Date: 31 August 2026
Job Overview
Huntswood is looking for experienced Customer Service Advisors to join its team in Umhlanga, KwaZulu-Natal, supporting a UK-based energy campaign.
This opportunity is aimed at customer service professionals who enjoy helping people, are confident communicating with customers and can perform effectively in a high-volume contact centre environment.
The successful candidate will be responsible for handling customer interactions across calls, chats and emails, resolving queries, identifying problems and providing high-quality service while meeting the required performance standards.
Huntswood describes the role as an opportunity for people who bring passion, empathy and a genuine desire to help customers. The company promotes a supportive and collaborative workplace where employees are encouraged to develop their skills, celebrate successes and build long-term careers.
Because this is a UK campaign, applicants should ideally have previous experience working on a Gas & Electricity campaign and should have at least a basic understanding of the UK Energy market.
Key Responsibilities
Customer Service
The Customer Service Advisor will be responsible for delivering professional and effective customer support.
Key responsibilities include:
- Responding to customer enquiries professionally and efficiently.
- Maintaining high standards of customer service during every interaction.
- Handling a high volume of customer calls, chats and emails.
- Understanding customer needs and providing appropriate assistance.
- Communicating clearly and professionally with customers.
- Building rapport and maintaining positive customer relationships.
- Ensuring customers receive accurate and helpful information.
Problem Solving
The role requires advisors to actively identify customer problems and work towards effective solutions.
Responsibilities include:
- Proactively identifying potential issues before they become larger problems.
- Using appropriate problem-solving techniques to resolve customer queries.
- Investigating customer concerns and determining the appropriate course of action.
- Working with other areas of the business to resolve customer issues.
- Ensuring customers are kept informed throughout the resolution process.
- Escalating matters when they fall outside the advisor’s authority or standard procedures.
Escalated Calls and Complaints
As part of the role, advisors may progress to handling more complex customer interactions.
This includes:
- Taking escalated calls.
- Handling customer complaints professionally.
- Following established procedures when dealing with escalations.
- Remaining calm and empathetic when dealing with dissatisfied customers.
- Working towards appropriate resolutions.
- Ensuring complaints and escalations are handled within required standards.
Customer Rapport
Building trust with customers is an important part of the position.
The successful candidate should be able to:
- Connect naturally with customers.
- Demonstrate empathy and understanding.
- Listen carefully to customer concerns.
- Adapt communication according to the customer’s needs.
- Maintain a professional and respectful approach.
- Create positive customer experiences.
Minimum Requirements
Applicants should meet the following requirements:
- Matric or NQF Level 4 equivalent.
- Minimum 1 year of experience in a Gas & Electricity campaign.
- Minimum 1 year of customer service and sales experience.
- Computer literate.
- Clear credit record.
- Clear criminal record.
Previous experience specifically within a UK energy campaign is important for this position, as the successful candidate will be expected to understand the customer environment and requirements associated with the campaign.
A basic understanding and knowledge of the UK Energy market would be beneficial.
Experience Requirements
This is not positioned as a first-time customer service opportunity. Huntswood is looking for candidates with previous experience who are comfortable operating in a busy customer-facing environment.
Ideal applicants should have at least:
1 year of Gas & Electricity campaign experience
and
1 year of customer service and sales experience.
Candidates should be comfortable handling large volumes of interactions while maintaining quality and performance standards.
Experience handling customer complaints, escalations and complex queries would also be useful because the role may involve progressing to escalated calls and complaint handling.
Skills and Competencies
The role requires strong communication and interpersonal abilities.
Important skills include:
- Excellent verbal communication.
- Strong customer service skills.
- Active listening.
- Problem-solving ability.
- Professional telephone manner.
- Ability to build rapport.
- Computer literacy.
- Ability to work under pressure.
- Ability to manage high volumes of customer interactions.
- Attention to detail.
- Emotional intelligence.
- Resilience.
- Adaptability.
- Teamwork.
- Sales awareness.
- Ability to follow procedures.
- Ability to manage difficult customer interactions.
The successful candidate should also be comfortable moving between different communication channels, including calls, chats and emails.
Huntswood’s Core Behaviours
Huntswood places strong emphasis on its workplace behaviours and expects employees to demonstrate these values in their day-to-day work.
Deliver WOW!
Employees are expected to take ownership and find ways to get things done while creating positive experiences for customers.
This means taking personal responsibility, being proactive and aiming to provide service that goes beyond the basic requirement.
Servant Leadership
Huntswood places people at the centre of its approach.
Employees are expected to:
- Be empathetic.
- Treat others with respect.
- Act with integrity.
- Do the right thing.
- Support and empower colleagues.
Winning Mindset
Employees are encouraged to bring their best effort to work each day.
This means demonstrating:
- Energy.
- Passion.
- Commitment.
- Resilience.
- A positive attitude.
- A willingness to succeed.
Strive for Greater
Continuous improvement is another important part of Huntswood’s culture.
Employees are encouraged to:
- Look for better ways of working.
- Challenge existing processes where appropriate.
- Share ideas.
- Develop their skills.
- Contribute towards continuous improvement.
Benefits and Employee Experience
Huntswood promotes a people-focused working environment and offers a range of benefits and recognition initiatives.
These include:
- Performance-based incentives.
- Tenure recognition bonuses.
- Continuous service rewards.
- Attendance-based perks.
- Breakfast every Monday.
- Growth and career development programmes.
- A collaborative and people-centred workplace culture.
The organisation places emphasis on recognising employees for their contribution and providing opportunities for people to grow within the business.
Career Development
Huntswood highlights career development as an important part of its employee offering.
Employees have access to development programmes designed to help them strengthen their capabilities and progress within the organisation.
For customer service professionals who are looking to build on their existing contact centre experience, the position can provide exposure to a structured UK campaign, customer problem-solving, escalated interactions and broader business processes.
Ideal Candidate
The ideal candidate is someone who already understands the demands of a customer service environment and enjoys interacting with people.
You should be comfortable spending a significant part of your working day assisting customers through calls, chats and emails.
You should also be able to remain professional when dealing with complaints, rejection, difficult situations or high volumes of customer interactions.
Most importantly, Huntswood is looking for someone who genuinely enjoys helping customers and who can combine customer service, sales awareness, problem-solving and resilience.
Previous Gas & Electricity campaign experience is essential, while knowledge of the UK Energy market will be an advantage.
Employment Information
Position: Customer Service Advisor – UK Campaign
Company: Huntswood
Location: Umhlanga, KwaZulu-Natal
Employment Type: Permanent
Experience Level: Mid-Senior
Industry: Customer Services
Campaign: UK Energy
Minimum Education: Matric / NQF Level 4
Customer Service Experience: Minimum 1 year
Gas & Electricity Campaign Experience: Minimum 1 year
Computer Literacy: Required
Credit Record: Must be clear
Criminal Record: Must be clear
Closing Date: 31 August 2026
Application Summary
This is a strong opportunity for experienced customer service and contact centre professionals who already have Gas & Electricity campaign experience and are comfortable working with UK customers.
If you have the required experience, communicate confidently, enjoy solving customer problems and can handle a high-volume environment, Huntswood is looking for people who can bring that experience to the team while continuing to grow professionally.