Service & Warranty Lead

Putting the ‘i’ into British Innovation. Putting the ‘i’ into Inventing the Future. Putting the ‘i’ into Inspiring Change. myenergi is a growing global clean‑tech manufacturer dedicated to removing the barriers to a greener future. Known for our award‑winning zappi EV charger and our intelligent home energy management ecosystem, we empower customers to control, store, and optimise their self‑generated energy. With an expanding international presence and ambitious plans for continued global growth, we’re shaping the future of smart, flexible homes, leading innovation in solar, EV, and battery technology to create a cleaner, more sustainable future for all.

⚡️Role Summary: The Service & Warranty Lead manages the Service & Warranty team within Customer Care and is accountable for its performance, quality, customer outcomes and control of warranty costs. You will lead the Associates who assess claims, coordinate replacements, repairs, parts, returns and engineer visits. You will set priorities, review team results, make decisions within delegated authority and intervene when cases or service commitments are at risk. You will own the operational controls behind service delivery, including workload planning, colleague development, warranty decision quality, returns recovery and cost reporting. You will work with Customer Care Operations and the Continuous Improvement Lead to deliver and measure improvements across the warranty journey. The role requires sound judgement, strong people leadership and a practical understanding of myenergi products, warranty terms and service operations. ⚡️Key Responsibilities: Team Leadership and Daily Operations

• Line manage Service & Warranty Associates, setting clear individual objectives and holding colleagues accountable for quality, productivity and customer ownership.
• Own daily workload planning and telephone coverage, allocate work and adjust priorities against demand, capacity and agreed service targets.
• Review queues, ageing cases, appointments and staffing each day. Assign recovery actions, owners and deadlines when delivery falls behind.
• Manage planned leave in line with resource needs and support the management of unplanned absence.
• Hold regular one-to-ones, probation reviews and performance development reviews. Set documented actions and follow through on progress.
• Coach colleagues on case ownership, customer communication, warranty processes and efficient use of tools.
• Recognise strong performance and manage performance, conduct or attendance concerns promptly, following company procedures with the Customer Care Manager and HR.
• Own induction and competency assessment for new Associates. Identify skills gaps, arrange training and confirm colleagues are ready for independent work.
• Provide agreed operational cover for the Customer Care Manager and complete effective handovers.

Warranty Governance and Decisions

• Own the consistent application of approved warranty terms and decision guidance across the team, reviewing exceptions and correcting inconsistent decisions.
• Act as the first leadership escalation point for disputed, complex, high-value or unclear warranty cases.
• Review evidence and technical findings for escalated claims. Record the decision, rationale, approval and any conditions before the team implements the outcome.
• Approve replacements, repairs, parts, engineer visits and goodwill within delegated authority.
• Escalate decisions outside delegated authority with a clear recommendation and complete supporting evidence.
• Ensure exclusions, out-of-warranty outcomes and goodwill decisions are explained clearly and recorded accurately.
• Protect consistent treatment while allowing appropriate judgement for vulnerable customers and exceptional circumstances.
• Identify warranty misuse, missing evidence, repeat failures or unusual claim patterns and escalate concerns.

Service Delivery and Operational Control

• Own team delivery across replacements, parts orders, engineer bookings and returns. Set control points and review outstanding actions through to completion.
• Ensure Associates retain ownership of their cases, with a recorded next action and follow-up date. Intervene in stalled or high-risk cases and hold the owner accountable for progress.
• Review failed deliveries, missed appointments, repeat visits and unreturned products. Assign corrective actions and escalate unresolved supplier or internal delays.
• Coordinate delivery with Product Support, Logistics, Finance, installers and field service partners. Agree responsibilities and resolve barriers affecting customer outcomes.
• Ensure handovers contain the information needed to prevent delays and repeat customer contact.
• Own follow-up controls for faulty products, unused parts and replacement stock. Track outstanding returns and escalate losses or recovery barriers.
• Audit completed service activity to confirm customer commitments were fulfilled and cases were closed with accurate outcomes.

Customer Experience, Complaints and Escalations

• Maintain clear and professional communication across telephone, email and ticket-based channels.
• Act as the first leadership escalation point for dissatisfied customers, complex complaints and sensitive service failures.
• Own escalated service complaints within delegated authority, coordinate investigation and resolution, and refer formal or high-risk complaints through the approved route.
• Ensure customers receive accurate information, realistic timescales and regular updates where delays occur.
• Review repeat contacts, avoidable transfers and poor handovers to improve ownership and resolution.
• Support colleagues when customer behaviour becomes abusive, threatening or presents a safety concern.
• Protect customers and myenergi by following complaint, consent, data protection and product safety processes.

Quality, Tools and Compliance

• Own the team quality review programme across calls, tickets, warranty decisions and service records. Identify recurring errors and arrange corrective action.
• Coach Associates on review findings, set improvement actions and verify those actions improve subsequent work.
• Oversee effective use of Zendesk, Aircall, Calendly, installer . com and other approved service tools.
• Ensure colleagues apply the correct fields, tags, statuses, booking information and warranty outcomes.
• Ensure records link each claim to its approvals, replacement type, stock movements, returns and engineer activity, supporting traceability and reliable cost reporting.
• Escalate product safety concerns, data breaches, recurring faults and material service risks without delay.
• Ensure customer and employee information is handled securely and only shared where authorised.

Performance, Cost and Continuous Improvement

• Report team service levels, response times, backlog, case age, appointment outcomes, returns and complaint trends to the Customer Care Manager. Explain variances and set recovery actions.
• Track warranty spend, replacement and parts costs, engineer visits, repeat work and unrecovered products. Investigate avoidable cost and pursue approved recovery opportunities with Finance and relevant teams.
• Monitor new and refurbished replacement use, including changes from B-grade to new caused by stock shortages. Record reasons and cost impact, identify repeat failures and raise corrective actions with Logistics and relevant teams.
• Own agreed Service & Warranty improvement actions with Customer Care Operations and the Continuous Improvement Lead. Set owners, milestones and completion dates.
• Lead team implementation of approved tools, workflows and service partner processes. Arrange training, check adoption and resolve operational issues after rollout.
• Measure the effect of changes on customer outcomes, resolution time, repeat contact, colleague productivity and warranty cost. Report results and adjust actions where benefits fall short.
• Keep team procedures and decision guidance current, secure approval for policy changes and ensure colleagues understand and apply revised requirements.
• Represent Service & Warranty in cross-functional meetings and communicate risks, capacity and required actions clearly.

Qualifications & Experience: Essential Experience

• Experience supervising or line managing colleagues in customer service, service operations, warranty, technical support or a related environment.
• Experience managing workloads, customer demand and competing operational priorities.
• Experience delivering one-to-ones, coaching, performance reviews and documented improvement actions.
• Experience handling complaints, escalations or disputed customer outcomes.
• Experience working with CRM, ticketing, telephony, booking or field service systems.
• Experience analysing team performance and operational cost data, setting corrective actions and measuring the results.
• Strong written and telephone-based customer service experience.

Skills and Competencies

• Clear, fair and confident leadership.
• Sound judgement when applying policy and delegated authority.
• Strong complaint handling, de-escalation and decision-making skills.
• The ability to manage performance without losing focus on colleague wellbeing or customer outcomes.
• Strong organisation, prioritisation and attention to detail.
• The ability to interpret service and cost data and turn findings into action.
• A practical understanding of product warranty, service coordination and case ownership.
• The ability to work constructively across departments and external service partners.

Measures of Success

• The team meets agreed service, quality and customer satisfaction targets, with timely corrective action when performance falls below expectations.
• Team backlogs, ageing cases, missed actions and repeat contacts improve against agreed baselines and targets.
• Customers receive clear ownership, realistic timescales and effective resolutio n.

General Responsibilities All employees shall:

• Follow all legal, regulatory and company requirements, including Health and Safety, data protection, quality, HR and environmental policies.
• Report risks promptly, protect confidential information, take responsibility for performance, support colleagues and demonstrate myenergi's values.

At myenergi, our values guide how we work every day ⚡Bold – Push for better Challenge the norm and set new standards

Try new ideas and learn fast

Focus on progress, not perfection

Speak up, even when it's hard

🌟Empowered – Own the outcome Take responsibility for your work and results

Make informed decisions

Welcome challenge and give it respectfully

Put customers first

🤝United – Work as one Collaborate and share openly

Communicate clearly and honestly

Support each other

Think beyond your own team

🌱Purposeful – Do work that matters Consider the impact of your decisions

Help customers save money and cut carbon

Build technology that is made to last

Deliver value through continuous improvement

What myenergi Offers You⚡️ 🚗 Free on‑site EV charging 🩺 Private Medical Insurance 🚴 Cycle to Work Scheme 🌴 25 days’ holiday (increasing with service) + Bank Holidays 💚 Mental Health First Aiders across the business 📈 Career development and ongoing support 🤝 Employee empowerment and autonomy 🅿️ Free on‑site parking 🌟 A positive, purpose‑driven working environment 🚘 EV salary sacrifice scheme 🎉 Birthday leave – because everyone deserves a day off for their birthday 🕊️ Life Assurance - death in service 🏆 Long service awards 👶 Enhanced maternity and paternity pay 💌 Life Celebrations – vouchers for birth and marriage 📞 Employee Assistance Programme – a free, 24/7 UK‑based counselling helpline

myenergi is committed to being an equal opportunity, diverse and inclusive employer. We want a supportive and inclusive environment where our colleagues can reach their full potential without prejudice and discrimination. We are committed to a culture where respect and understanding is fostered, and the diversity of people’s backgrounds and circumstances will be positively valued.