Customer Experience Lead - Sustainable Energy

Customer Experience Lead



iO Associates have recently partnered with a Bristol-based business that strives to empower communities to become self-sufficient, resilient and sustainable through the deployment of renewables with cutting-edge technology.

We are currently searching for a Customer Experience Lead to join the team on a permanent basis. As CE Lead, you will be responsible for working alongside the Operations Manager to support the business in delivering a "seamless and remarkable end customer experience". You will do this by by acting as a customer advocate making sure that the business fully understands what our customers and clients need, championing customer focus across all areas of the business.

Your day-to-day activities will include, but are not limited to:

  • Take phone calls, emails and messages from our energy customers
  • Manage energy customer follow-ups, issues, complaints, onboarding and any outstanding payment issues.
  • Liaise with 3rd party representatives to schedule relevant site visits
  • Write customer facing documents such as FAQs and explainers

There is the opportunity to take leadership of branding and marketing for the businesses energy communities after suitable time and experience working in the role.

The ideal candidate will have 2+ years of customer service experience in a B2C environment, and proven track record of successfully handling customer queries and resolving complaints. Previous experience working in the energy/ utilities field would be desirable.

This role is offered on a full time (37.5 hours per week), or part time basis (30 hours per week), and will be a hybrid role composing of both time spent in the office and home working. There will also be a requirement to work two Saturdays per month (9 am - 1 pm).

In return for your support, we are offering a salary of up to £32,000 (Dependant On Experience), plus

a competitive benefits package inclusive of company share options, flexible working pattern, and much more!

Please note -

Closing date: Wed 17th July 2024

Interviews to be held: W/C 22nd July

Proposed start date: 2nd September 2024

For further information, or to be under immediate consideration, please get in touch with Lauren Taylor at iO Associates on 0117 420 0094 / l.taylor @ ioassociates