OVERVIEW

We’re one of the UK’s fastest-growing energy suppliers, and we’re looking for a Change of Tenancy Advisor to join our team at our Guiseley, Leeds office.
The COT process is essential in ensuring smooth account transitions when tenants move in or out of a property. In this role, you’ll handle tenancy changes from start to finish—working with internal teams like Legal and Collections, as well as external stakeholders, to make sure everything is completed accurately, efficiently, and in line with regulations.
You’ll play a key part in supporting our business customers, helping them stay on top of their energy accounts while delivering outstanding service. It’s a great opportunity to grow your skills in a fast-paced, supportive environment.

THE INDIVIDUAL

We’re looking for someone who brings a strong mix of professional skills, initiative, and customer-first mindset. The ideal candidate will have:

• Excellent verbal and written communication skills, with the ability to explain things clearly and professionally
• A logical, problem-solving mindset to help resolve queries quickly and efficiently
• Meticulous attention to detail — accuracy is key in everything you do
• Strong organisational skills with the ability to juggle multiple tasks and priorities
• The confidence to work independently and take initiative without needing close supervision
• Good judgement when it comes to prioritising tasks based on business impact
• A friendly and professional telephone manner when dealing with customers
• A team-focused approach — open to sharing ideas and supporting colleagues
• Knowledge of the energy sector (a bonus, but not essential)
• Previous experience in customer service or a similar role (preferred)

RESPONSIBILITIES

In this role, you’ll play a key part in managing the end-to-end Change of Tenancy (CoT) process while ensuring a seamless experience for our customers and internal teams.

YOUR RESPONSIBILITIES WILL INCLUDE:

• Manage Change of Tenancies (COTs) from start to finish—logging, validating, and completing them within defined SLA timeframes.
• Ensure full compliance with company policies, procedures, and evolving energy sector regulations.
• Oversee the end-to-end COT process, including account closures and the creation of new accounts with attention to detail and accuracy.
• Collaborate cross-functionally, working closely with the Sales Team to identify sales opportunities, Third-Party Intermediaries (TPIs) to support broker relationships, and Credit Control to help reduce COT-related debt.
• Engage with Legal and Collections teams to process tenancy changes that involve legal or outstanding account considerations.
• Initiate proactive outreach to customers to move COTs forward efficiently, gathering required documentation and conducting thorough due diligence.
• Respond to customer enquiries regarding tenancy changes, delivering clear, timely, and helpful resolutions.
• Maintain accurate and up-to-date records in internal systems, ensuring data integrity across all accounts and touchpoints.
• Deliver exceptional customer service, building trust and understanding customer needs during transitional periods.
• Support wider team goals by contributing to ad-hoc projects and departmental initiatives as needed.