Delivering what we promise

About The Role
You will be contracted to work 40 hours a week consisting of 8-hour shifts between 08:00-18:00, Monday-Friday. There is some flexibility with shifts, and this can be discussed at interview. This role is office based in Cobalt Business Park.
Working closely with the Smart Support Field Manager, you will support the Smart Support field workforce through efficient scheduling of work and the management of logistics. This role will be predominantly using the CISCO phone system to outbound dial and receive inbound calls to book appointments for the field resource to undertake Smart Meter maintenance work. You will have responsibility for all customer care related activity within a geographically area. 
  • Arrange and place bookings for smart support visits on behalf of our clients in line with contract SLA Requirements. 
  • Making outbound and receiving inbound calls
  • Planning and scheduling of booked appointments for all clients within a geographical area
  • Ensuring the engineer schedules are optimised to create efficiency and productivity
  • Work to and exceed individual and departmental targets.
  • Ensure excellent customer service at all times whilst utilising persuasion when necessary to close the booking.
  • Accountable for the calibre of all bookings made.
  • Ensure short notice appointments are scheduled and assigned appropriately.
  • Development and maintenance of relationship with Field Manager to ensure appropriate scheduling and completion of jobs.
  • Appointment gathering via email and liaising with customer over this line of communication to generate and book appointments.
  • Managing expectations of the customer throughout in line with the business expectations: escalating to management level where required.
  • Liaise with the Field Manager to ensure efficient running of your area.
  • Production of accurate and meaningful management information and reporting as required. 

Other duties may be undertaken as and when required, particularly when new business is acquired.

What you will bring to the role...


  • Dedicated to the provision of excellent customer services 
  • Professional telephone manner 
  • Excellent verbal and written communication skills 
  • Extremely well organised and able to prioritise 
  • Attention to detail, able to capture data accurately 
  • Self-motivated and enthusiastic 
  • Delivering objectives and strict performance results 
  • Microsoft and IT literate 
  • Ability to work closely with key stakeholders 
  • Proven ability to influence and negotiate. 


  • Knowledge of Smart Metering or similar 

What we offer…

  • 25 days holiday + 8 day bank holidays
  • Opportunities to progress
  • Access to My Rewards which provides amazing reductions on 1000’s of purchases including Mobile Phone, Utility bill & top retail brand discounts. Here’s a few so you can see the type of savings you can make
    • Up to 7% discounts on major supermarkets 
    • Up to 52% on Cinema tickets 
    • Up to 33% on holidays and travel 
    • Up to 10% on restaurants and takeaways 
    • Up to 25% off gym membership 
  • Access to our Employee Assistance Programme
  • Recommend a Friend and Earn scheme
  • Reward & Recognition Scheme

Who are we?

M Group Services Energy Division is proud to be one of the UK's largest utilities support organisations – and we’re still growing, with some exciting times ahead. We pride ourselves on being award-winning and recognised for our diligence, customer service and expertise.

We are part of M Group Services, a £1.7 billion turnover business, with a wide and diverse field of operations that regularly presents opportunities for growth. We work with our clients and partners to ensure we keep abreast of industry developments and remain at the forefront of progress. We have been one of the Times 100 Top Track Companies for the last three years running.

At MDS Energy Retail we recognise and value the benefits from our workforce diversity. We are committed to creating a diverse and inclusive environment to develop a culture where our people feel included and valued.