Customer Success Manager - Rooftop Solar PV | Gloucester
Location: Ecovision, Pure Offices, Quedgeley, Gloucester. Hours: 37.5 hours per week, Monday to Friday. Salary: £45,000 per annum.
About the role: We are seeking a proactive, accountable individual who brings a strong sense of urgency and takes ownership of responsibilities. The role focuses on delivering an exceptional customer experience across all touchpoints, working with field operations and internal teams to prevent issues from escalating to landlords, end clients, or senior stakeholders, and monitoring customer feedback for continuous improvement and brand reputation.
What youill do
* Customer Case Management – Take full ownership of customer interactions, acting as the primary point of contact for service updates, issue resolution, and information sharing; log, track, and resolve every interaction using the CRM or case management system.
* Field Team Collaboration – Lead daily coordination with field technicians, manage appointment readiness and problem-solving to create a seamless customer journey; escalate operational or scheduling barriers to resolve before impacting satisfaction.
* Fleet & Resource Support – Plan daily fleet and resources, optimise technician routes and minimise downtime; resolve logistical challenges and build relationships with 3rd parties to ensure reliable service delivery.
* Customer Insight & Reputation Management – Monitor customer feedback across platforms (Trustpilot, Google Reviews); respond professionally, analyse trends, and present actionable insights to improve service delivery.
* Offshore Contact Centre Management & Performance Planning – Manage the offshore contact centre relationship, review performance, implement changes to improve productivity and quality, and upskill the offshore team; align onshore/offshore KPIs.
* Digital Customer Communication & Self-Service Development – Develop clear digital communications across channels; maintain support materials and contribute to evolving the digital self-service strategy within Salesforce; monitor usage and prioritise improvements.
* Other duties – Undertake other reasonable duties as requested by the Line Manager.
Success metrics
* Reduction in customer complaints and escalations
* First contact resolution rate
* Review volume and sentiment (Trustpilot / Google Reviews)
* Appointment success rates and technician satisfaction
* SLA compliance for customer response times
What youll need
* Proven experience in a customer service, success, or operations coordination role in a B2C environment
* Experience with field teams, technicians, or logistics coordination
* Familiarity with online review platforms and brand reputation management
* Experience in housing, utilities, solar, or service-based industries is highly desirable
* Excellent verbal and written communication skills; ability to de-escalate tense situations
* Results-driven, organised, process-driven with strong attention to detail
* Skilled at managing relationships across field and office environments
* Comfortable using CRM systems, scheduling platforms, digital communication tools, and review management tools (Salesforce experience is an advantage)
* Proactive, resilient, and able to remain calm under pressure
Other notes: Any offer of employment will require satisfactory references and completion of a successful 6 month probation period.
Benefits
* Contributory pension (up to 5%) with overpayment option
* Yearly salary increases for all staff
* Buy and carry over annual leave facility
* Death in service cover
* Company sickness pay
* Employee Assistance programme
* 25 days paid holiday plus a day for your birthday, with additional days based on service (up to 30)
* Long service awards; excellent maternity, adoption, surrogacy and paternity benefits
* Career progression opportunities and development
* Flexi working hours and location to support work/life balance
* Bike to work scheme
Why Join Us? Opportunity to lead and innovate within a growing solar PV company; work with a team dedicated to sustainable energy; competitive salary, benefits, and ongoing professional development.
Diversity and Inclusion Ecovision is committed to diversity and inclusion, equal opportunities, and accessibility accommodations for applicants where required.
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