About this role
Salary: £28,000 - 34,000 per year
Requirements: Sound technical aptitude and a genuine interest in learning how our solutions workStrong problem-solving and troubleshooting skills, with a logical, methodical approachA high standard of customer care, and the confidence to handle difficult customer conversations calmly and professionallyClear written and verbal communicationWell organised, able to manage and prioritise a varied workload that includes urgent issuesComfortable using ticketing or CRM systems such as HubSpotExperience in a technical support, helpdesk or contact centre environmentFamiliarity with heating, hot water, heat pump, IoT or connected home productsUnderstanding of home networking and connectivity troubleshooting Responsibilities: Be the first point of contact for inbound calls and HubSpot tickets across our full customer and partner baseLog, categorise and prioritise every enquiry accurately in HubSpotOwn tickets through to resolution, keeping customers informed on timescalesEscalate to second-line, engineering or field teams with a clear handover of the diagnosis and steps already takenDiagnose and resolve product, hardware and firmware issues across our cylinder range, including heat pump, commercial and Cube X solutionsSupport customers and installers through commissioningHelp users set up and get the most from our app and home energy management systemTroubleshoot connectivity and network issues affecting the cylinder or appWork methodically through faults using diagnostic tools, product documentation and careful questioning to find the root causeRecognise and prioritise emergencies such as no hot water or a cylinder leakProvide calm, clear guidance to make the situation safe and arrange the right response or escalationFollow the correct process for urgent and safety-related issues without delayBuild and maintain a strong working knowledge of our solutions, keeping it current as the products evolveContribute to knowledge-base articles, FAQs and troubleshooting guidesShare recurring issues and product feedback with the wider Service and Engineering teams Technologies: CRMFirmwareHardwareHubSpotIoTSupportNetwork More:
We are on a mission to decarbonise homes and help households save on their energy bills. Founded on research from the University of Oxford in 2014, we have grown into a company with world-class technology tackling one of the biggest challenges in the energy transition: hot water. As the UK electrifies, every home will need a hot water cylinder. Our smart technology turns each one into a connected heat battery, helping the grid take on more renewable energy while lowering bills for homeowners and tenants. In 2025 we were awarded the Kings Award for Enterprise in Innovation, and we recently secured £12 million in funding led by Barclays Climate Ventures to accelerate our next phase of growth. We are also an accredited Living Wage Employer. This is an office-based, permanent full-time role in Eynsham, Oxfordshire, working 37.5 hours per week Monday to Friday. We offer a wellbeing package including Benenden Healthcare, a Health Cash Plan, an Employee Assistance Programme with free counselling and advice, Cycle to Work, and free on-site parking. Financial benefits include 5% pension contributions via salary exchange, income protection, potential share options subject to scheme rules, and a discount scheme on everyday purchases. We also provide training and development opportunities, 33 days holiday including public holidays plus up to 5 days unpaid leave, a flexible working policy, enhanced maternity and paternity, and one paid volunteering day per year. Our recruitment process typically includes a profile review, a Teams interview, a relevant assessment, and a face-to-face interview at our Oxfordshire HQ, and we are committed to building a diverse and inclusive workplace.
last updated 37 week of 2026