Customer Success Manager - Rooftop Solar PV | Gloucester at Solar Careers UK

Birmingham, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

30 Dec, 25

Salary

45000.0

Posted On

01 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Operations Coordination, Field Team Collaboration, Logistics Coordination, Brand Reputation Management, Communication Skills, Problem Solving, Attention To Detail, CRM Systems, Digital Communication Tools, Proactive, Resilience, Empathy, Results Driven, Organized

Industry

Renewable Energy Semiconductor Manufacturing

Description

With the UK government’s ambitious goal of delivering 60GW of solar power by 2030, Solar Careers UK are on a mission to help recruit, train, and place over 43,000 new 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. Many of these companies specialise in delivering high-quality solar installations for domestic, commercial, and utility-scale projects. For the industry's most in-demand jobs, we have been asked to assist with the recruitment of full-time, permanent installation teams from across all regions of the United Kingdom. By completing this application Solar Careers UK can help 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 your chosen career in the solar sector. 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. About Ecovision: Ecovision has extensive experience design, installation and managing distributed rooftop solar PV asset portfolios across the UK. We have installed over 5500 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 manging long term solar performance and work with clients to minimise operational costs whilst maximising the generation of renewable energy. 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 have 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. 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 a strong sense of 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 a 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 • Own the monitoring and management of customer feedback across platforms like Trustpilot and Google Reviews. • Respond promptly and professionally to reviews, addressing concerns and reflecting the company’s commitment to service excellence. • Analyse feedback trends and take initiative in presenting actionable insights to improve service delivery and customer satisfaction. • Drive continuous improvement by supporting broader service quality initiatives using customer insight. 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. • Regularly review offshore performance, taking command of any necessary changes to improve productivity, quality, and customer outcomes. • Identify and lead opportunities to expand and upskill the offshore team, supporting business growth. • Collaborate with the Operational Performance Manager to refine work composition analysis and optimise resource planning. • Help define KPIs that align onshore and offshore teams to deliver high-impact results. Digital Customer Communication & Self-Service Development • Lead the development and implementation of clear, consistent digital communication strategies across email, SMS, and other channels. • Take ownership of support materials—email templates, scripts, knowledge articles—ensuring they reinforce a high-quality customer experience. • Work closely with senior stakeholders to evolve the digital self-service strategy within Salesforce, driving customer empowerment and operational efficiency. • Monitor the performance of self-service tools and prioritise improvements using real-time data and customer behaviour insights. • Be accountable for reducing inbound contact by enabling better self-service outcomes. Other duties • The post holder may be required to undertake other reasonable adhoc duties as appropriate and requested by their 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 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. Free work social events including Christmas Party and summer BBQ Strong team culture, our staff are our 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 a maximum of 30 days Long service awards Excellent maternity, adoption, surrogacy and paternity benefits Rapidly growing Company with career support, defined progression structures and significant opportunity for career progression Flexi working of hours and location that facilitates a 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. Can't wait to start? If you'd like to learn more right away, for more advice on how to obtain a career in Solar Energy visit solarcareersuk.org where you will discover information on jobs, training, suitable qualifications, events and video case studies. Oh, and remember to stay in touch - Follow Solar Careers UK on LinkedIn for more.

Responsibilities

The Customer Success Manager will take ownership of customer interactions, ensuring effective communication and swift issue resolution. This role involves collaborating with field operations to deliver a high-quality customer experience and managing customer feedback for continuous improvement.