Job Description In this role, you’ll be at the heart of our customer journey championing exceptional service and ensuring every interaction leaves a positive impression. You’ll wear many hats, from problem-solver to communicator, all while keeping our customers informed, supported, and delighted. The primary purpose of the role is to provide exceptional customer service and ongoing support to customers following the installation of consumer energy solutions, including solar and home battery systems. The role supports customers throughout their post sales journey and plays a key role in ensuring seamless customer interactions and the continuous optimisation of service delivery processes, optimisation software, customer apps and proactive monitoring services to maximise customer value, system performance, and customer engagement Here’s a snapshot of what you’ll be owning day-to-day: Your Key Accountabilities Respond promptly and clearly to customer questions about solar, batteries, installations, and subscriptions and any other energy products sold Guide customers smoothly through pre- and post-installation steps, including scheduling, documentation and status updates Proactively monitor customer systems using the optimisation software platform, identifying potential issues and engaging customers to provide timely troubleshooting and support Support billing, payment plans, financial difficulties, and subscription management Log technical issues accurately for quick resolution by engineering teams Deliver empathetic, engaging customer experiences across voice, email, SMS, and chat channels Resolve inquiries ideally on first contact across relevant communication platforms (phone, SMS, email, LiveChat) and confidently manage escalations to successful outcomes, liaising collaboratively with other business units or external suppliers as required Identify and suggest improvements to enhance processes and service delivery
