Market leaders in green home improvement sector, here at Improveasy we are not just experts in home improvements, we're passionate about making homes warmer, greener and more cost effective. Founded in 2011, we were driven by a vision to create a company that not only made a positive impact on the environment but also to make energy efficiency accessible to everyone. We provide funding for energy saving installations which improve the energy efficiency of UK households and work to help reduce carbon emissions and consumer energy bills. With our roots proudly in Manchester, Improveasy has rapidly established itself as a respected and trusted name within the industry.
The role
We're looking for a Customer Experience Specialist who will be the voice and heart of our brand - delivering 5-star service at every step of the customer journey. You'll lead on engaging with our customers from all sides of the business at all stages so that we can deliver a consistent 5-star customer experience. This role is perfect for someone who loves building relationships, thrives in a dynamic environment, and is motivated by helping customers transform their homes with greener, smarter solutions.
Key responsibilities
* Ensure the very best customer service is at the heart of what we do driving our business upwards.
* Guide our customers smoothly through their journey - providing warm, professional, and helpful support across all channels, representing us with positivity, professionalism, and genuine care at every touchpoint.
* Listen actively and communicate with clarity and empathy to resolve queries quickly, ensuring every customer feels supported and valued.
* Work closely with our operations and installation teams to keep communication clear and proactive.
* Deliver outstanding aftercare by following up with customers, gathering feedback on both the quality of work and their overall experience.
* Always look for opportunities to improve how we work - shape smarter processes and strategies that not only resolve customer issues at the root cause but also help us grow stronger and more efficient.
* Champion and take ownership of our online reputation by monitoring, responding to, and learning from customer reviews on Trustpilot, Google, and other platforms.
* Manage escalated concerns with professionalism and empathy, working across teams to ensure seamless resolutions that leave customers feeling valued.
* Use customer feedback and service data to spot trends, highlight opportunities, and help us continually raise the bar.
Skills & experience
* A natural people-person with excellent communication skills and empathy.
* Someone who thrives on creating positive customer experiences and has an eye for detail.
* Proactive, solutions-focused, and motivated to go the extra mile.
* Strong organisational skills, with the ability to work independently and keep multiple tasks and conversations with various stakeholders moving at pace.
* Demonstrate strong verbal and written communication skills, ensuring information is conveyed clearly and effectively to customers and colleagues.
* Keep up to date with customer service best practices and industry trends, bringing fresh ideas to continually improve the experience.
* Maintain accurate records of customer interactions and feedback, using insights to drive improvements and raise service quality.
* Champion and conduct quality checks by reviewing customer interactions regularly and turning feedback and insights into meaningful improvements.
* Previous experience in customer service is great, but a can-do attitude and growth mindset are even more important.
What we offer
* Be part of a friendly, supportive, and ambitious team where your voice matters.
* Opportunities to grow and develop as we continue to expand.
* Room for development and growth within a fast-expanding company.
* Play a impactful role in the renewables and sustainability sector helping UK households save money, cut carbon, and create warmer homes
* A leadership team dedicated to your personal growth and development.
* The satisfaction of knowing your work makes a real difference every single day.
Benefits:
* 22 days holidays + bank holidays
* Company pension scheme
* Company paid sick days
* Employee discount portal and wellbeing facilities
* Lively, fun office with friendly co-workers
* Comprehensive training, support and development
* Excellent Altrincham location, with train/ tram stations and local amenities in walking distance
Qualifications
* NVQ or Diploma in Customer Service or similar is desirable.
Please forward your CV for consideration.
Job Type: Full-time, Permanent
Salary: £30,000 - £33,000. Depending on experience
* Monday to Friday, 37.5 hours per week.
Job Types: Full-time, Permanent
Pay: £30,000.00-£33,000.00 per year
Benefits:
* Company events
* Company pension
* Employee discount
* Sick pay
Work Location: In person