Customer Experience Manager (HEAT Team)

Advertised: 22nd January 2024

Job Type: Full-time

Salary: £30,000, plus company share bonus

Schedule: Monday to Friday, 9am – 5pm

Supplemental pay types: Company bonus scheme

Benefits: Company pension, free on-site parking

Work location: Cwmbran, Monmouthshire: reliably commute or plan to relocate before starting work (required). Office-based.

Job summary

We’re looking for a confident, dynamic, people-focussed, experienced team leader to become our new Customer Experience Manager, heading up our Home Energy Assessment Team (HEAT Team).

The role will be a very important part of the organisation as you and your team will be ensuring all leads and enquiries into the business and are handled effectively – meaning an excellent experience for the customer and lead conversion is maximised for the business.

You’ll be booking interested customers with a Home Energy Assessment (either by video call or home visit, depending on customer preference) to assess their home for improvements such as insulation, solar PV, upgraded boiler or air source heat pump.

A key part of your role will be managing the volume of booked Home Energy Assessments in line with the capacity of our business and in line with service level agreements we have with partners.

Your team will also be responsible for manning our incoming phone calls and inboxes to ensure calls and emails get to the right department efficiently and professionally.  

Why recruiting?

We’re recruiting because Evolve Home Energy Solutions is going through an exciting period of growth. You’ll be joining our team at a pivotal time, so it’s an especially great opportunity for those looking to develop their career rapidly.

Currently the team is managed by our Organisational Development Director, but growth plans mean that the HEAT Team now requires its own dedicated manager to steer the team.

The HEAT Team currently has four members and we are recruiting for a further two.

Job description

The Customer Experience Manager (HEAT Team) will manage our existing Home Energy Assessment Team and be responsible for the following:

  • Creating a fantastic first impression of Evolve Home Energy Solutions
  • Delivering exceptional customer service to clients enquiring about our home improvement services
  • Booking Home Energy Assessments (either by video call or home visit, depending on customer preference) for our team of surveyors in line with department targets
  • Effectively managing the volume of booked Home Energy Assessments in line with company capacity and service level agreements
  • Assessing customers’ eligibility to have home improvements installed for free or with partial funding
  • Offering basic advice about our products over the phone
  • Handling all associated administration related to booking a Home Energy Assessment and claiming funding on a client’s behalf
  • Handling all incoming calls, emails and enquiries to the business promptly and effectively, including post-installation aftercare
  • Ensuring HEAT Team members are fully trained with current knowledge about home energy improvements and the funding available to our customers
  • Enhancing and upholding Evolve’s trusted reputation in the insulation and renewables industry
  • Setting departmental KPIs in line with company targets  
  • Leading the HEAT Team to hit targets with clear direction

Essential skills & experience

  • Minimum of 2 years’ experience in a relevant role managing a customer service team
  • Proven ability to motivate and inspire team members
  • Enjoys and thrives in a fast-paced, commercial environment with multiple tasks and priorities
  • A friendly, enthusiastic and positive attitude
  • Ability to work both independently and as part of a team
  • Collaborative, supportive approach towards colleagues
  • Outstanding attention to detail, work ethic, and personal accountability
  • Handling all incoming calls, emails and enquiries to the business promptly and effectively, including post-installation aftercare
  • Great with managing company KPIs and targets
  • Strong numerical skills and proficiency in Microsoft Office
  • Excellent communication skills

Desirable skills & experience

  • Knowledge of home improvements and/or energy efficiency measures such as insulation, solar power, renewables, boiler systems
  • Knowledge of funding streams such as Energy Company Obligation (ECO) or the Great British Insulation Scheme
  • Knowledge/experience of call handling software

About Evolve

Our mission is to provide affordable warmth solutions to households across the UK, with an excellent customer experience at the heart of everything we do.

Driven by our enthusiasm and professionalism, we aim for our clients to return to us and recommend us to others.

With extensive experience in providing insulation, heating and home renewable solutions, we are a leader in the UK market.

We believe you’ll have to go a long way to find a better bunch of people when it comes to passion and dedication to tackling fuel poverty, making homes more energy efficient and reducing energy bills.

Helping people & planet towards Net Zero.

How to apply

Send us your CV and a covering letter using the contact form and we’ll be in touch ASAP. We look forward to hearing from you.

call us today evolve home energy solutions

0800 292 2554

We’re open between 9am and 5pm, Monday to Friday. Or drop us a message and we’ll get back to you ASAP.