Domestic and Electrical Customer Support Agent
hace 5 días
Quedgeley
Domestic and Electrical Customer Support Agent \n Contracted Hours: 37.5 paid hours per week between the hours of 08:00AM to 18:00PM. \n Reports to: SME (Subject Matter Expert) Lead – Domestic and Electrical \n Location: Ecovision, Pure Offices, Quedgeley, Gloucester. \n Salary: Competitive \n \n About the Role \n We are seeking a highly organised, detail-focused Domestic and Electrical Customer Support Agent to join our growing team. \n This role is critical in supporting the planning, scheduling, and delivery of field work across domestic sites. You will work as part of a structured contact centre team under the direction of the SME Lead – Domestic and Electrical, contributing to the successful delivery of customer workflows, operational performance, and business targets. \n You will work closely with field engineers, subcontractors, clients, and internal teams to ensure all activities are completed efficiently, within scope, and to a high standard. \n \n About Ecovision \n Ecovision has extensive experience designing, installing and managing distributed rooftop solar PV asset portfolios across the UK. \n We have installed over 5,500 systems and currently manage over 19,000 installations across the mainland UK (63MWp capacity). Our clients are primarily Portfolio Investors, Councils, and Housing Associations. \n We have a strong track record of managing long-term solar performance and work with clients to minimise operational costs while maximising renewable energy generation. \n \n Benefits of working at Ecovision Asset Management: \n\n • Free work social events including Christmas and Summer Party\n, • Strong team culture, our staff are our focus\n, • Contributory pension (up to 5%) with overpayment option\n, • Buy and carry over annual leave facility\n, • Death in service cover\n, • Company sickness pay\n, • Employee Assistance programme\n, • 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\n, • Long service awards\n, • Excellent maternity, adoption, surrogacy and paternity benefits\n, • Rapidly growing Company with career support, defined progression structures and significant opportunity for career progression\n, • Flexi working of hours and location that facilitates a work/life balance\n, • Bike to work scheme\n\n \n What You’ll Do \n Customer & Workflow Delivery \n\n • Manage customer contacts across multiple channels including phone, email, and written correspondence\n, • Book domestic exception and site fault visits, ensuring correct resource allocation and clear communication with customers\n, • Coordinate and manage domestic and electrical workflows, working with in-house engineers, subcontractors, and equipment providers\n, • Support delivery of dialler campaigns and outbound activity\n, • Manage workflows including warranty claims, stock dispatch, work in progress, and legal administration\n, • Review completed fieldwork to ensure billing accuracy and identify follow-on actions\n\n \n Operational Support \n\n • Support field service engineers with diary management and day-to-day operational challenges\n, • Work within defined workflows and processes, ensuring all activities meet operational and contractual requirements\n, • Identify and flag workflow issues, inefficiencies, or risks to the SME Lead\n, • Support the account management team with customer escalations where required\n\n \n Performance & KPI Contribution \n\n • Deliver against individual and team KPIs including service appointments, workflow completion, and administrative output\n, • Contribute to team targets including inbound answer rates, conversion rates, and service delivery metrics\n, • Support the achievement of operational revenue targets through effective booking and workflow management\n, • Maintain productivity levels in line with business expectations\n\n \n Quality Assurance & Development \n\n • Participate in regular QA reviews, call listening sessions, and feedback discussions\n, • Actively engage in coaching, training, and development plans led by the SME Lead\n, • Demonstrate continuous improvement based on feedback and performance outcomes\n, • Maintain a minimum QA standard in line with business expectations\n\n \n Customer Experience & Escalations \n\n • Handle customer queries and issues at first point of contact wherever possible\n, • Escalate complex or high-risk cases to the SME Lead in line with defined processes\n, • Support escalation resolution through accurate information gathering and timely follow-up\n, • Deliver a professional, clear, and customer-focused communication style at all times\n\n \n Data & System Management \n\n • Maintain accurate, real-time records across all systems including Salesforce CRM\n, • Ensure high levels of data quality across customer records, workflows, and asset information\n, • Support data quality checks and audits where required\n\n \n Team Contribution & Flexibility \n\n • Work collaboratively as part of a high-performing contact centre team\n, • Support wider team activities during peak demand or periods of operational pressure\n, • Be flexible in supporting inbound, outbound, and administrative workflows as required\n\n \n What You’ll Need \n\n • Previous experience in a customer support or service-based role\n, • Strong written and verbal communication skills\n, • Highly organised with excellent attention to detail\n, • Ability to manage multiple priorities in a fast-paced environment\n, • Strong problem-solving skills and proactive mindset\n, • Ability to work collaboratively within a team environment\n, • Experience using CRM systems (Salesforce desirable but not essential)\n, • Experience within energy, utilities, or renewables sector is advantageous\n\n \n Why This Role Matters \n This role is key to ensuring the successful delivery of domestic and electrical customer workflows, directly impacting customer satisfaction, operational performance, and business revenue. \n \n Why Join Us? \n Opportunity to join a growing solar PV company. \n Work alongside a team of passionate and skilled professionals dedicated to sustainable energy. \n Competitive salary, benefits, and ongoing professional development. \n Apply today and make a tangible impact in renewable energy! \n \n Diversity and Inclusion statement: \n 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. If you are interested in applying for employment with us and in need of reasonable adjustments or assistance, please do send an email to our HR Department - hr@ecovision.co.uk \n \n Any offer of employment will require satisfactory references and completion of a successful 6-month probation period. \n \n To apply: \n If you wish to apply, please send a CV and covering letter to hr@ecovision.co.uk
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