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At Contact Solar, one of the largest solar companies in the UK, recently acquired by EDF Energy, we specialise in installing solar panels and battery storage. We pride ourselves on our exceptional customer service, offering a no-pressure sales approach and an in-house technical support team to provide the best advice to all our customers, both new and returning.
Our team is dedicated to listening to customer needs and ensuring that customers fully understand their solar panel systems, with the goal of maximising their returns on investment. We deliver cost-effective, money-saving solar solutions to both residents and businesses across the UK, earning a fantastic reputation in the industry with a 4.9/5 rating on TrustPilot and Google reviews.
By joining our expanding team, you\'ll play a vital role in our mission to create a greener world. If you\'re ready to work for a company that values its employees and customers, then Contact Solar is the right place for you!
Job Description
Contact Solar, a leading solar installation company and proud member of the EDF group, is seeking a dedicated and customer-focused Customer Relations Assistant to act as the first point of contact for customers experiencing issues related to their solar installation, to handle complaints and service-related concerns efficiently and professionally.
Responsibilities
* Receive, log and manage customer complaints and queries in a timely manner.
* Act as the main liaison between customers, the technical department and management to ensure swift resolution of issues.
* Investigate complaints thoroughly, gathering relevant information from internal departments, contractors and installation teams.
* Maintain accurate and up-to-date records of customer interactions and resolutions on the CRM system.
* Escalate complex or unresolved cases to the Customer Relations Manager or regulatory bodies where appropriate.
* Provide clear, empathetic and professional communication with customers, ensuring they are kept informed at all stages.
* Support improvement by identifying recurring issues and feeding back to the operations, installations and other relevant departments.
* Ensure customer satisfaction is maintained while safeguarding the company\'s reputation and compliance with industry standards.
* Assist with support and technical tickets where required.
Requirements
* Excellent communication skills (written and verbal) with the ability to handle difficult conversations calmly and professionally.
* Empathy and patience when dealing with customer frustrations.
* Ability to manage workload under pressure and prioritise effectively.
* Strong problem-solving and investigative skills.
* Ability to work collaboratively across departments (technical and installation teams).
* High attention to detail with strong organisational skills.
* Competent in using CRM systems, Microsoft Teams and Microsoft Office (Word, Excel, Outlook).
Benefits
* 4pm finish every Friday (NO WEEKENDS)
* Dress down Fridays
* 22 days annual leave plus bank holidays
* Incentive bonus (non-guaranteed)
* Company pension
* Staff events and surprises
Location information and other listings shown in the original description have been removed for clarity and focus on the role.
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