customer service manager London, England
Job description
Pushing boundaries for a sustainable future
Can clean-energy tech change the world? We say yes. Here’s why. The way we heat our homes today is responsible for 15% of all of Europe’s CO2 emissions. Switching to sustainable, clean energy solutions is the easiest and most impactful way households can play their part in net zero.
We are a next-generation home energy champion. We passionately believe that creating smart, sustainable homes is our way to make a positive impact in the world. Clean-energy tech is purposeful work. Urgent work. We’d love you to do it with us.
About the role
We are expanding our Service Operation team across the whole of the UK, and we are looking for somebody who will help us grow our customer support capability, to ensure that we deliver outstanding service and support at every touchpoint, resulting in high levels of customer satisfaction, retention, and positive referrals.
Other responsibilities include:
- Leading and managing the customer service team, providing guidance, mentorship, and support to ensure high performance and customer-centricity.
- Developing and implementing customer service policies, procedures, and standards to enhance service quality and efficiency.
- Establishing KPIs and regularly evaluating team and individual performance against those metrics.
- Fostering a customer-centric culture within your team, emphasising empathy, responsiveness, and problem-solving.
- You will act as as a point of escalation for complex customer issues, demonstrating exceptional conflict resolution skills and finding prompt solutions.
- Collaborating with other departments, such as sales, installation, and maintenance, to ensure a seamless customer experience.
- Analysing customer feedback and data to identify areas for improvement and implement appropriate strategies to enhance customer satisfaction.
- Staying updated on industry trends, best practices, and emerging technologies to continuously improve customer service operations.
- Prepare and present regular reports, highlighting customer service performance, trends, and recommendations.
What we would like you to have
Besides an entrepreneurial mindset and the ability to deal with constant change, we would like you to have:
- Minimum 3 experience leading customers service teams is essential
- Experience leading teams across multiple sites would be beneficial
What we offer
- Competitive salary
- Rewarding secondary benefits
- The chance to build a global company and transformative products
- Fast-moving growth journey making a positive impact on the world
- Supportive and inclusive culture alive with learning opportunities.
At Aira, We’re not just champions of next-generation energy, we’re champions in Diversity and Inclusion too. We believe that a diverse workforce sparks innovation and creativity and enables us to better serve our customers and communities. We encourage individuals from all backgrounds, cultures, and perspectives to join our team. We will never accept any form of discrimination and believe that together, we can drive a new era for our people and planet.
Ready to find true purpose in your work?
Send me your application today. Any questions? I’m here to help. You’ll find my contact details below.
