Job Description

Customer Success Manager

About the job:

We are seeking a proactive, accountable individual who brings a strong sense of urgency and takes full ownership of their responsibilities. You'll be expected to take command of situations, resolve challenges swiftly, and lead efforts to ensure an exceptional customer experience across all touchpoints.

The B2C Customer Success Manager plays a critical role in ensuring that customers receive timely, effective, and empathetic support throughout their service journey. Working closely with field operations and internal teams, the role is focused on delivering a high-quality, communicative experience that prevents issues escalating to landlords, end clients, or senior stakeholders. The role also involves monitoring and responding to customer feedback across review platforms to support continuous improvement and brand reputation.

About Ecovision:

Ecovision has extensive experience design, installation and managing distributed rooftop solar PV asset portfolios across the UK. We have installed over 5500 systems and currently manage over 19,000 installations across mainland UK 63MWp capacity), primarily on behalf of Portfolio Investors, Councils and Housing Associations. We have a strong track record of manging long term solar performance and work with clients to minimise operational costs whilst maximising the generation of renewable energy.

Renewable Industry growth and Ecovision:

The renewable energy industry is now experiencing significant growth across all sectors and technologies. As a consequence of increasing energy prices and the requirement to de carbonise energy production, the demand for new solar PV installation is growing at the highest rate since Government incentive schemes came to an end. In response to this Ecovision had a refocus on installation of new Solar PV systems, focusing on the rooftop sector with installations up to 500kWp. It is embedded in our culture that we value and invest in all our staff, helping people to realise their potential and always looking to promote internally and develop our teams.

Benefits of working at Ecovision Asset Management:

Free work social events including Christmas Party and summer BBQ Strong team culture, our staff are our focus Contributory pension (up to 5%) with overpayment option Yearly salary increases for all staff Buy and carry over annual leave facility Death in service cover Company sickness pay Employee Assistance programme 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 Long service awards Excellent maternity, adoption, surrogacy and paternity benefits Rapidly growing Company with career support, defined progression structures and significant opportunity for career progression Flexi working of hours and location that facilitates a work/life balance Bike to work scheme

What You'll Do:

Main Responsibilities

Customer Case Management

Take full ownership of customer interactions, acting as the primary point of contact for service updates, issue resolution, and information sharing. Drive timely and effective communication with a strong sense of urgency to manage expectations, avoid dissatisfaction, and prevent escalations. Demonstrate accountability by identifying and resolving issues before they escalate to landlords, housing associations, or senior stakeholders. Ensure every customer interaction is logged, tracked, and followed through to resolution using the CRM or case management system.

Field Team Collaboration

Lead daily coordination with field technicians, ensuring a smooth service delivery and immediate response to any service failures. Take charge of appointment readiness, follow-ups, and problem-solving to create a seamless customer journey. Escalate any operational or scheduling barriers swiftly, ensuring they are resolved before impacting customer satisfaction.

Fleet & Resource Support

Take command of daily fleet and resource planning, optimising technician routes and minimising downtime to support efficient field operations. Resolve logistical and vehicle-related challenges with urgency and precision, collaborating across teams as needed. Build and maintain strong working relationships with 3rd parties, including 3PL providers, to ensure consistent and reliable service delivery.

Customer Insight & Reputation Management

Own the monitoring and management of customer feedback across platforms like Trustpilot and Google Reviews. Respond promptly and professionally to reviews, addressing concerns and reflecting the company's commitment to service excellence. Analyse feedback trends and take initiative in presenting actionable insights to improve service delivery and customer satisfaction. Drive continuous improvement by supporting broader service quality initiatives using customer insight.

Offshore Contact Centre Management & Performance Planning

Take full accountability for the relationship with the offshore contact centre, ensuring alignment with strategic business goals and service standards. Regularly review offshore performance, taking command of any necessary changes to improve productivity, quality, and customer outcomes. Identify and lead opportunities to expand and upskill the offshore team, supporting business growth. Collaborate with the Operational Performance Manager to refine work composition analysis and optimise resource planning. Help define KPIs that align onshore and offshore teams to deliver high-impact results.

Digital Customer Communication & Self-Service Development

Lead the development and implementation of clear, consistent digital communication strategies across email, SMS, and other channels. Take ownership of support materials--email templates, scripts, knowledge articles--ensuring they reinforce a high-quality customer experience. Work closely with senior stakeholders to evolve the digital self-service strategy within Salesforce, driving customer empowerment and operational efficiency. Monitor the performance of self-service tools and prioritise improvements using real-time data and customer behaviour insights. Be accountable for reducing inbound contact by enabling better self-service outcomes.

Other duties

The post holder may be required to undertake other reasonable adhoc duties as appropriate and requested by their Line Manager.

Success Metrics

You will be measured by your ability to take ownership and deliver results, including:

Reduction in customer complaints and escalations First contact resolution rate Review volume and sentiment (Trustpilot / Google Reviews) Appointment success rates and technician satisfaction SLA compliance for customer response times
Any offer of employment will require satisfactory references and completion of a successful 6 month probation period.

About Ecovision:

Ecovision has extensive experience design, installation and managing distributed rooftop solar PV asset portfolios across the UK. We have installed over 5500 systems and currently manage over 19,000 installations across mainland UK 63MWp capacity), primarily on behalf of Portfolio Investors, Councils and Housing Associations. We have a strong track record of manging long term solar performance and work with clients to minimise operational costs whilst maximising the generation of renewable energy.

Renewable Industry growth and Ecovision:

The renewable energy industry is now experiencing significant growth across all sectors and technologies. As a consequence of increasing energy prices and the requirement to de carbonise energy production, the demand for new solar PV installation is growing at the highest rate since Government incentive schemes came to an end. In response to this Ecovision had a refocus on installation of new Solar PV systems, focusing on the rooftop sector with installations up to 500kWp. It is embedded in our culture that we value and invest in all our staff, helping people to realise their potential and always looking to promote internally and develop our teams.

Benefits of working at Ecovision Asset Management:

Free work social events including Christmas Party and summer BBQ Strong team culture, our staff are our focus Contributory pension (up to 5%) with overpayment option Yearly salary increases for all staff Buy and carry over annual leave facility Death in service cover Company sickness pay Employee Assistance programme 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 Long service awards Excellent maternity, adoption, surrogacy and paternity benefits Rapidly growing Company with career support, defined progression structures and significant opportunity for career progression Flexi working of hours and location that facilitates a work/life balance Bike to work scheme

What you'll need:

Skills and experience

Proven experience in a customer service, success, or operations coordination role in a B2C environment

Experience working with field teams, technicians, or logistics coordination

Familiarity with online review platforms and brand reputation management

Experience in housing, utilities, solar, or service-based industries is highly desirable

Excellent verbal and written communication skills

Ability to de-escalate tense situations with professionalism and empathy

Results driven, Organised and process-driven with strong attention to detail

Skilled at managing relationships across field and office environments

Comfortable using CRM systems, scheduling platforms, digital communication tools, and review management tools (salesforce experience would be an advantage

Proactive, resilient, and able to remain calm under pressure

Location:

Ecovision, Pure Offices, Quedgeley, Gloucester.

Hours:

37.5 hours per week, Monday to Friday.

Salary:

45,000 per annum.

Why Join Us?

Opportunity to join a growing solar PV company.

Work alongside a team of passionate and skilled professionals dedicated to sustainable energy.

Competitive salary, benefits, and ongoing professional development.

Apply today and make a tangible impact in renewable energy!

Diversity and Inclusion statement:

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

To apply:

If you wish to apply, please send a CV and covering letter to hr@ecovision.co.uk

Job Type: Full-time

Pay: 45,000.00 per year

Work Location: In person