Overview
With the UK government's ambitious goal of delivering 60GW of solar power by 2030, Solar Careers UK is helping recruit, train, and place professionals into rewarding careers within the solar and battery storage industry. Solar Careers UK is a division of Solar Energy UK, the trade association representing over 425 solar businesses across the country. We are assisting with the recruitment of full-time, permanent installation teams from across the United Kingdom. By completing this application, Solar Careers UK can connect you to Customer Success Manager - Rooftop Solar PV | Gloucester live job vacancies that match your skills and experience, and provide guidance on the qualifications and training needed to pursue a career in the solar sector.
About the job
We are seeking a proactive, accountable individual who brings a strong sense of urgency and takes ownership of their responsibilities. You’ll take command of situations, resolve challenges swiftly, and lead efforts to ensure an exceptional customer experience across all touchpoints. The B2C Customer Success Manager plays a critical role in ensuring customers receive timely, effective, and empathetic support throughout their service journey. You will work closely with field operations and internal teams to deliver a high-quality, communicative experience that prevents issues escalating to landlords, end clients, or senior stakeholders. You will also monitor and respond to customer feedback across review platforms to support continuous improvement and brand reputation.
About Ecovision
Ecovision has extensive experience in design, installation, and managing distributed rooftop solar PV asset portfolios across the UK. We have installed over 5,500 systems and currently manage over 19,000 installations across mainland UK (63MWp capacity), primarily on behalf of Portfolio Investors, Councils, and Housing Associations. We have a strong track record of managing long-term solar performance and work with clients to minimise operational costs while maximising renewable energy generation.
Industry context
The renewable energy industry is experiencing significant growth across sectors and technologies. In response to rising energy prices and the need to decarbonise energy production, the demand for new solar PV installations is growing at a rapid rate. Ecovision has moved back into installation of new Solar PV systems, focusing on rooftop installations up to 500kWp. Our culture values and invests in staff development, with a focus on internal promotion and team growth.
Requirements
What you'll do
Main Responsibilities
* Customer Case Management: Take full ownership of customer interactions, acting as the primary point of contact for service updates, issue resolution, and information sharing.
* Drive timely and effective communication with urgency to manage expectations, avoid dissatisfaction, and prevent escalations.
* Demonstrate accountability by identifying and resolving issues before they escalate to landlords, housing associations, or senior stakeholders.
* Ensure every customer interaction is logged, tracked, and followed through to resolution using the CRM or case management system.
* Field Team Collaboration: Lead daily coordination with field technicians, ensuring smooth service delivery and immediate response to any service failures.
* Take charge of appointment readiness, follow-ups, and problem-solving to create a seamless customer journey.
* Escalate any operational or scheduling barriers swiftly, ensuring they are resolved before impacting customer satisfaction.
* Fleet & Resource Support: Take command of daily fleet and resource planning, optimising technician routes and minimising downtime to support efficient field operations.
* Resolve logistical and vehicle-related challenges with urgency and precision, collaborating across teams as needed.
* Build and maintain strong working relationships with 3rd parties, including 3PL providers, to ensure consistent and reliable service delivery.
* Customer Insight & Reputation Management: Monitor customer feedback across platforms; respond promptly and professionally to reviews; analyse trends and present actionable insights to improve service delivery and customer satisfaction; drive continuous improvement through customer insight initiatives.
* Offshore Contact Centre Management & Performance Planning: Manage the relationship with the offshore contact centre, align with strategic goals, review performance, implement improvements, and upskill the offshore team; collaborate to refine work composition analysis and optimise resource planning; help define KPIs for onshore and offshore teams.
* Digital Customer Communication & Self-Service Development: Lead digital communication strategies across email, SMS, and other channels; develop and maintain support materials; evolve the digital self-service strategy within Salesforce; monitor self-service performance and prioritise improvements using real-time data.
* Other duties: Undertake other reasonable ad hoc duties as requested by the Line Manager.
Success metrics: You will be measured by your ability to take ownership and deliver results, including:
* 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 you'll need
Skills and Experience
* Proven experience in a customer service, success, or operations coordination role in a B2C environment
* Experience working 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 with professionalism and empathy
* Results driven, organised and 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 would be an advantage)
* Proactive, resilient, and able to remain calm under pressure
Any offer of employment will require satisfactory references and completion of a successful 6 month probation period.
Location: Ecovision, Pure Offices, Quedgeley, Gloucester.
Hours: 37.5 hours per week, Monday to Friday.
Salary: £45,000 per annum
Why Join Us?
Opportunity to lead and innovate within a growing solar PV company. Work alongside a team of passionate and skilled professionals dedicated to sustainable energy. Competitive salary, benefits, and ongoing professional development. Apply today and make a tangible impact in renewable energy.
Diversity and Inclusion
Ecovision are committed to diversity and inclusion within our organisation. We strive to be a successful, caring, and welcoming place for all team members and customers. We are committed to our equal opportunities policy and a culture of respect. We are willing to provide accessibility accommodations for applicants where required.
Benefits
* Free work social events including Christmas Party and summer BBQ
* Strong team culture; staff are the focus
* 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 an additional day for each year of service (up to 30 days)
* Long service awards
* Maternity, adoption, surrogacy and paternity benefits
* Career progression opportunities within a rapidly growing company
* Flexi working hours and location to support work/life balance
* Bike to work scheme
Here at Solar Careers UK we look forward to receiving your application as a first step toward joining our vibrant solar industry. For more information on obtaining a career in Solar Energy, visit solarcareersuk.org. Follow Solar Careers UK on LinkedIn for updates.
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