ABOUT THE JOB:

We are seeking a proactive, accountable individual who brings a strong sense of urgency and takes full ownership of their responsibilities. You’ll be expected to 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 that customers receive timely, effective, and empathetic support throughout their service journey. Working closely with field operations and internal teams, the role is focused on delivering a high-quality, communicative experience that prevents issues escalating to landlords, end clients, or senior stakeholders. The role also involves monitoring and responding to customer feedback across review platforms to support continuous improvement and brand reputation.

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
Location: Ecovision, Pure Offices, Quedgeley, Gloucester.
Hours: 37.5 hours per week, Monday to Friday.
Salary: £45,000 per annum.

OTHER DUTIES

· The post holder may be required to undertake other reasonable adhoc duties as appropriate and requested by their Line Manager.