Subject Matter Expert (SME) Lead – Commercial and Roofing
Contracted Hours: 37.5 paid hours per week between the hours of 08:00AM to 18:00PM.
Reports to: Customer Success Manager (Operational Performance Manager).
Direct Reports: Commercial and Roofing Customer Support Agents.
About the job:
We are looking for an experienced SME Lead to oversee the day‑to‑day operation of our Commercial and Roofing contact centre function. This role is responsible for ensuring performance against KPIs and contractual obligations, while leading a team in a fast‑paced, high‑volume environment. You will take ownership of workflow delivery, support both inbound and outbound activity, manage escalations, and ensure a consistent, high‑quality customer journey across all Commercial and Roofing interactions. This is a hands‑on leadership role, combining operational oversight, technical expertise, and people development.
About Ecovision:
Ecovision has extensive experience designing, installing 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 the mainland UK (63MWp capacity). Our clients are primarily 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.
Renewable Industry growth and Ecovision:
The renewable energy industry is now experiencing significant growth across all sectors and technologies. As a consequence of increasing energy prices and the requirement to de‑carbonise energy production, the demand for new solar PV installation is growing at the highest rate since Government incentive schemes came to an end. In response to this Ecovision has moved back into installation of new Solar PV systems, focusing on the rooftop sector with installations up to 500kwp. It is embedded in our culture that we value and invest in all our staff, helping people to realise their potential and always looking to promote internally and develop our teams.
Benefits of working at Ecovision Asset Management:
* Free social events (e.g., Christmas party, summer activity)
* Contributory pension (up to 5%), with overpayment option
* Annual salary increases
* Option to buy and carry over annual leave
* Employee Assistance Programme (EAP)
* 25 days’ holiday + your birthday off; +1 day per year of service (up to 30 days)
* Enhanced maternity, adoption, surrogacy and paternity benefits
* Growing company with clear progression and career development support
* Flexible working (hours and location) to support work‑life balance
What You’ll Do:
* Handle complex commercial cases, including all Roofing customers (current and new) and Sales‑won opportunities (new contracts).
* Own the end‑to‑end journey for Commercial Electrical and Roofing customers, keeping CRM data accurate.
* Deliver team and personal KPIs.
* Ensure Commercial and Roofing workflows are delivered consistently.
* Lead, develop and support the team.
* Cover the other SME during shrinkage.
Key Responsibilities:
Leadership and Ownership
* Lead, develop, and support the Commercial and Roofing support team
* Act as the subject matter expert for Commercial Electrical and Roofing workflows
* Manage first‑line escalations and ensure effective resolution
* Provide cover for other SME functions during periods of absence
Operational Delivery
* Oversee day‑to‑day contact centre activity, including task allocation and workflow progression
* Ensure consistent delivery of workflows in line with procedures and contractual requirements
* Support inbound and outbound contact activity where required
* Drive continuous improvement in processes and operational efficiency
Customer and Case Management
* Manage complex commercial and roofing cases, including sales‑generated opportunities
* Own the end‑to‑end customer journey, ensuring accurate and up‑to‑date CRM records
* Maintain high standards of customer service and communication
Performance and Reporting
* Monitor KPI and SLA performance, investigating variances and implementing corrective actions
* Optimise resource allocation to meet service demand
* Work with Operations to improve reporting, QA, and performance outputs
* Use data and insight to drive decision‑making and results
What you’ll need: Skills and experience.
* Experience in a supervisory or team leadership role within a high‑volume contact centre
* Strong understanding of KPI and SLA management
* Proven ability to coordinate workflows and manage competing priorities
* Confident communicator with strong coaching and people management skills
* Proficient in CRM systems, scheduling tools, and Microsoft Office
* Ability to set and deliver against SMART objectives
* Highly organised, adaptable, and detail‑focused
* Experience within commercial operations, construction, or roofing environments
* Knowledge of RAMS, health and safety processes, or contractor management
* Strong data analysis skills with the ability to translate insight into action
Diversity and Inclusion statement:
Ecovision are committed to ensuring diversity and inclusion within our Organisation. We strive to be a successful, caring and welcoming place for all our team members and our customers. We are committed to our equal opportunities policy and a culture of respect and understanding. We want to ensure that everyone feels included, welcome and able to be themselves and bring their authentic abilities. We are very willing to provide accessibility accommodations for applicants where required. If you are interested in applying for employment with us and in need of reasonable adjustments or assistance, please do send an email to HR on hr@ecovision.co.uk
To apply:
If you wish to apply, please send a CV and covering letter to hr@ecovision.co.uk
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