10 Years of So Energy: James' Story

‍Meet James, our Onboarding Team Leader and one of our longest-serving employees! James has seen So Energy grow from just seven people in a tiny office to the thriving business it is today. In this blog, he reflects on his decade-long journey, the lessons learned, and why empathy and customer care remain at the heart of his work.

Ten years ago, I was sitting in a call centre, answering phones for the UK Visas and Immigration helpline. Every day was a rollercoaster. On one call, I’d be sharing the joy of telling someone they could study in the UK, and on the next, I’d have to break the news that they wouldn’t be able to attend an important family event. It was intense, emotional work.

Looking back, it feels like a world away from where I am now, though in a funny twist of fate, my old office was just around the corner from So Energy. Little did I know then that, almost a decade later, I’d be on “the sunny side of the street,” building my career here.

Back then, I honestly thought I’d be building my career in the film and TV industry. For more than 12 years before my visa job, I’d been working in post-production, mainly visual effects, but occasionally on set too. If you ever watch Bob Hoskins’ last film, Outside Bet, you might just spot me behind him in the riot scene. Storytelling has always been close to my heart, and I still write, promising myself I’ll make that short film I’ve been thinking about for the last decade. One day, I will.

My So Energy journey began when So Energy began! Back then, the now Billing and Settlements Team was just two people and the whole company was no more than seven. We worked in a small office with a tin roof at Lightbox, just off Power Road, which felt then as it does today, like fate.

It’s incredible to think about how far we’ve come since then – as a business and in my own career. Today, I lead a team within Change of Tenancy (COT) and End of Tenancy (ET).  It’s a role that reminds me daily why empathy matters. We often speak to customers at some of the hardest times in their lives, such as after the death of a loved one. Our job is to make those moments a little easier, to show care and compassion, and to treat people as we’d want to be treated. It might sound like a cliché, but I truly believe in putting yourself in the customer’s shoes. That’s what makes the work we do meaningful.

I didn’t end up building a career under the bright lights of the film industry, but I think the career I have built has been a lot more meaningful. Growing alongside a startup in the energy industry has taught me a lot, not least that you don’t need to be perfect at everything to succeed. Mistakes are part of learning, and the more I've learned, the better positioned I’ve been to support our customers.

Looking back, my career has been anything but linear. From film sets to Visa offices to joining a small contact centre and helping that business grow into the thriving one you see today, every twist and turn has been a joyful surprise. The twists have made it special and more rewarding than I could have imagined.

I know a lot can change in 10 years, but as someone who’s been here nearly since day one, I can confidently say So Energy’s commitment to our customers hasn’t.