Customer Success Manager - Rooftop Solar PV | Gloucester
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The UK government's ambitious goal of delivering 60GW of solar power by 2030 has led to significant growth in the renewable energy industry. Ecovision, a company with extensive experience in designing, installing, and managing distributed rooftop solar PV asset portfolios, is seeking a Customer Success Manager to ensure an exceptional customer experience across all touchpoints.
The successful candidate will be a proactive, accountable individual who brings a strong sense of urgency and takes full ownership of their responsibilities. They will be expected to resolve challenges swiftly, lead efforts to ensure timely and effective support, and monitor and respond to customer feedback across review platforms.
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.
* Field Team Collaboration: Lead daily coordination with field technicians, ensuring a smooth service delivery and immediate response to any service failures.
* Fleet & Resource Support: Take command of daily fleet and resource planning, optimizing technician routes and minimizing downtime to support efficient field operations.
* Customer Insight & Reputation Management: Own the monitoring and management of customer feedback across platforms, responding promptly and professionally to reviews and analyzing feedback trends to improve service delivery and customer satisfaction.
* Offshore Contact Centre Management & Performance Planning: Take full accountability for the relationship with the offshore contact centre, ensuring alignment with strategic business goals and service standards.
* Digital Customer Communication & Self-Service Development: Lead the development and implementation of clear, consistent digital communication strategies across email, SMS, and other channels.
Requirements
* 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.
* Excellent verbal and written communication skills.
* Ability to de-escalate tense situations with professionalism and empathy.
Benefits
* Competitive salary, benefits, and ongoing professional development.
* Opportunity to lead and innovate within a growing solar PV company.
* Work alongside a team of passionate and skilled professionals dedicated to sustainable energy.
* Free work social events, strong team culture, and contributory pension.
Ecovision is committed to ensuring diversity and inclusion within the organization and welcomes applications from all qualified candidates.
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