Technical Customer Services Manager (Hybrid/Progression!)
Our client, one of the UK's fastest-growing innovators in the Renewable Energy sector, are looking to recruit a technical, experienced Customer Services professional to lead on their client-facing operation. Working on a hybrid basis with the opportunity to progress as the company continues to grow, this is an incredible opportunity for the right candidate! Our client have been established for close to 15 years and boast over 100 FTE across 3 countries (c/25-30 FTE in the UK). They are committed to accelerating the transition to clean energy, and offer a wide range of energy management solutions which optimise renewable energy both quickly and cost-effectively. Due to their growth and desire to ensure an incredible experience is afforded to each and every B2B client, they are seeking the perfect candidate to handle these technical queries.
In a nutshell, your responsibilities will include:
- Owning the customer experience of the company's After-Sales and Operations & Maintenance service across the UK
- Acting as the first point of contact for the company's B2B client base over the phone/email (primarily technical queries)
- Responding promptly to every customer contact with a clear owner, next step and expected resolution date
- Keeping customers informed ahead of them needing to ask
- Building strong, long-term customer relationships through proactive support and direct conversation, and acting on customer feedback
- Leading regular customer performance reviews, presenting site performance, open items and planned works, and tracking agreed actions to closure
- Owning the service ticketing system end to end: triage, prioritise and allocate tickets, and ensure SLAs are consistently met and reported monthly
- Coordinating and scheduling service, maintenance and commissioning visits with customers, field engineers and subcontractors
- Ensuring a smooth, documented handover from project delivery to ongoing service, including customer onboarding and contract set-up
- Managing subcontractor and supplier relationships supporting service delivery, including performance and escalation
- Identifying inefficiencies and leading improvements across service processes, tools and customer-facing documentation
- Defining and delivering a service organisation roadmap that builds scalable infrastructure aligned with company growth
In order to be considered for this position, it is ESSENTIAL that you have the following:
- Track record of owning a customer-facing service, after-sales or O&M function, with examples of improvements you initiated and delivered
- Strong customer service mindset - comfortable on the phone and confident handling difficult conversations
- Experience managing service or O&M contracts, SLA's and subcontractors; commercial awareness of service revenue and margin
- Familiarity with service ticketing tools and Power BI or similar; able to use data to drive decisions
- Excellent organisational, communication and interpersonal skills, including presenting to senior stakeholders
A technical understanding of battery storage, solar, EV charging or electrical systems would be advantageous but not essential - the emphasis is on that ability to provide an exceptional customer experience, with exposure to dealing with technical queries/issues.
In addition to a very competitive salary of up to £60,000, our client are also offering the following:
- Annual Bonus (up to 12%)
- Hybrid-working policy (3 days in the office / 2 days working from home)
- Great working hours (Monday - Friday: 9.00am - 5.30pm)
- Amazing opportunities to progress as the company grows
Our client are looking to move very quickly on this, so any interested candidate(s) are urged to apply at their earliest convenience!
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