Job Description

Evergen Are Recruiting...

We are looking for experienced dynamic and driven individuals to join our fast paced Customer Service Team here at one of the UK's leading Solar PV Installers.

What we do...... Feel Good energy!

At Evergen we have been pushing the agenda for solar and battery systems as a way to reduce energy costs for over a decade. Our speciality is the installation of highly effective solar panel and battery systems tailored to each individual customers property and energy usage.

We are the proud winners of several industry awards. We have accreditations from major industry bodies and go above and beyond for our customers by adhering to additional voluntary standards to maximise our customers peace of mind. We are constantly striving to be the best and were voted the Top Brand Solar PV installer of the year 2023 2024 & 2025.

Could you be the person we need? Can you start immediately? If so apply now and join our fun and dedicated working environment now.

About the Role

....

We have a fantastic opportunity in our Customer Service team based at our Maidenhead Office, with a vibrant and fast paced work environment.

As part of the busy customer services team you will be the first point of contact for all our customer queries. This role involves a high level of telephone and email communication, dealing with inbound customer enquiries and managing a busy calendar and large customer database, and most importantly, providing our customers with an exceptional level of service.

This is an excellent opportunity to develop your knowledge and understanding of the Renewable energy industry, build a career with a Sunday Times Fast Track 100 business and develop your skills in a dynamic and fast paced growing business. We believe that our people are our most important asset and at the heart of our company.

What are we looking for?

A passion for helping people and providing great service is essential together with the ability to build rapport and explain things over the phone.

Ideally you have gained experience through work in a call centre environment, retail, hospitality or other customer-focussed environments. You should have experience dealing with complicated customer queries and complaints.

To succeed in this role you will:

Experience of working within a busy, pressurised Customer Service or Administration environment Methodical and applies logic to tasks and decision making Works effectively under pressure - maintaining exceptional levels of attention to detail Ability to adapt to changing situations with confidence and professionalism Able to work well within a small team and takes a flexible and collaborative approach to tasks An excellent communicator, internally and externally at all levels Well organised and capable of managing your time and prioritising a busy workload Able to work within tight guidelines and conform to SLA's Experience working in a call centre/ busy reception or customer service helpdesk would be beneficial, but not essential Competent user of Microsoft Office (inc. SharePoint, Outlook, Word and Excel) Experience of packages such as Trello, Todoist, Zendesk would be advantageous.

Key Responsibilities:

Customer Care Management:

Act as the primary point of contact for escalated customer concerns, inquires and successfully resolve contacts raised. Provide prompt and effective resolution to customer issues, ensuring a high level of customer satisfaction. Collaborate with the customer care team to streamline communication and enhance overall service quality. Coordinate with cross-functional teams to ensure timely and appropriate resolution of escalated matters. Provide regular reports and updates to management on the status of escalated cases.

Complaints Handling:

Investigate and analyse customer complaints, identifying root causes and trends. Develop strategies to prevent recurring issues and enhance customer experience. Liaise with relevant internal departments to address and resolve complaints in a timely manner. Manage the working relationship with an Alternative Dispute Resolution (ADR) provider.

Technical Fault Resolution:

Lead efforts to diagnose and resolve technical faults related to solar operations. Conduct remedial fault analysis to identify underlying issues and implement corrective measures. Work closely with the QAM to implement efficient solutions for identified issues and maintain knowledge base. Identify opportunities for process improvement within the customer care and technical support functions. Carry out technical video calls to assist customers with troubleshooting their app and particular equipment.

Sub-Contractor Scheduling:

Coordinate and schedule sub-contractors for maintenance, repairs, and installations. Ensure timely deployment of sub-contractor teams to address customer needs and operational requirements.

Manufacturer Negotiations:

Engage in negotiations with solar equipment manufacturers to resolve warranty claims and quality issues. Establish and maintain strong relationships with manufacturers to ensure effective communication and issue resolution.

Customer Compensation and Legal Settlement Agreements:

Develop and implement customer compensation agreements in cases of service failures or product defects. Negotiate legal settlement agreements with customers when necessary, ensuring compliance with legal requirements. Collaborate with wider team to draft and review settlement agreements.

Continuous Improvement:

Implement strategies to enhance overall operational efficiency and customer satisfaction. Stay updated on industry best practices and technological advancements to drive continuous improvement.

Social Media Review Platform Management:

Monitor and manage the company's presence on social media review platforms. Respond to customer reviews, both positive and negative, and take appropriate actions to address concerns. Collaborate with marketing and communication teams to enhance the company's positive image on

Additional Responsibilities:

Create and maintain records in our database Miscellaneous administration tasks Attend weekly customer care meetings Attend all product- training sessions Complete all training within given deadlines. Comply with all the company's procedures and policies Proactively contribute to the ongoing development of departmental processes and policies Work to embody the company values

Benefits:

28 days Annual Leave inc Bank Holidays rising to 33 days based on length of service WISDOM EAP Cycle to work Scheme Office Based: Mon-Fri, no weekends
For more information about what we do, go to https://www.evergensolar.co.uk/ or take a peek at our LinkedIn profile.

Job Type: Full-time

Pay: 25,396.80 per year

Benefits:

Casual dress Cycle to work scheme Free parking Health & wellbeing programme
Ability to commute/relocate:

Maidenhead SL6 1BR: reliably commute or plan to relocate before starting work (required)
Work Location: In person