Job Description

Pushing boundaries for a sustainable future

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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.

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About the role of Customer Care Team Leader

We are seeking a dedicated, passionate and customer-focused Leader to join our team in Manchester. You'll be leading a team of brilliant Customer Care Agents, and together you will ensure that Aira's customers continue to receive a world-class service from Europe's most innovate heating company. For this crucial role, you will need previous experience in a similar position. You will be accountable for maintaining exceptional levels of service for Aira customers right across the UK, ensuring SLAs are met and KPI's are hit.


You'll learn all about Air Source Heat Pumps at the Aira Academy in Sheffield, and gain hands on experience with the most innovative Clean Energy Tech available. This is a Hybrid role, and you'll be working with your team in our Manchester office at least 3 days per week.

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What you'll be doing as a Customer Care Team Leader

Team Management

Supervise, train, and mentor Customer Care Agents to ensure high-quality service delivery. Conduct regular team meetings to review performance, discuss challenges, and share best practices. Set individual and team goals aligned with company objectives and monitor progress. Foster a positive team culture focused on customer satisfaction, collaboration, and continuous improvement.

Communication and Collaboration

Monitor and manage communication channels to ensure timely responses. Facilitate cross-functional collaboration with departments such as Marketing, Product, and Technical Support to improve service delivery and customer satisfaction.

Customer Reviews

Monitor and respond to customer feedback on review platforms.

Performance Monitoring

Oversee the team's adherence to SLAs and KPIs, such as response times, resolution times, and customer satisfaction scores. Review and analyse daily, weekly, and monthly performance reports, identifying trends and areas for improvement.

Escalation Management

Act as the first point of contact for escalated or sensitive issues and manage them through to closure with clear customer communication throughout.

Process Improvement

Identify opportunities for improving customer care processes, reducing response times, and enhancing service quality.

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What you'll need to have as Customer Care Team Leader

We will provide all necessary product training at our Aira Academy, however we need you to have the following:

+ 3+ years of experience in customer service, with at least 1 year in a supervisory or team lead role, preferably within the heating or energy sector. + Experience managing customer care SLAs and KPIs.
+ Strong leadership and people management skills.
+ Experience of taking full ownership of customer complaints, including complex, high-level, Ombudsman, and HIES cases, with demonstrable examples of a fair and timely resolution.
+ High proficiency in CRM systems, collaborative working packages (Teams), and data analysis.

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What we offer as our Customer Care Team Leader

40,000 25 days annual leave + Bank Holidays Hybrid working Health Cash Plan Reward Gateway (shopping discount) Life Insurance Pension Referral Scheme

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.