Customer Account Manager

Ameresco; Bristol; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading energy solutions provider seeks a Customer Account Manager for the Bristol City Leap project, focusing on energy efficiency retrofits. This role involves aiding clients with queries, coordinating assessments, and managing project communications, all while emphasizing sustainability and community impact. Ideal candidates will exhibit strong organizational skills, customer service expertise, and a keen interest in energy solutions.

Benefits

Comprehensive and competitive employee benefits

Qualifications

• Strong customer support skills and administrative experience.
• Excellent attention to detail and time management.
• IT literate with demonstrable Microsoft Office skills.

Responsibilities

• Support homeowners and renters with queries about retrofit works.
• Liaise with residents to arrange assessments and installations.
• Manage the customer journey and produce project reports.

Skills

Customer support skills

Attention to detail

Time management

Analytical thinking

Communication skills

Tools

Microsoft Office skills

Job description

Ameresco, Inc. (NYSE:AMRC) is a leading energy solutions provider dedicated to helping customers reduce costs, enhance resilience, and decarbonize to net zero in the global energy transition. We are a trusted, full-service partner to public sector and government entities, K-12 schools, higher education, utilities, and healthcare customers across the U.S., Canada, the U.K., and Europe.

At Ameresco, we show the way by developing, constructing and operating tailored smart energy efficiency solutions, distributed energy resources, and infrastructure upgrades that drive cost savings, resilience, decarbonization, and innovation. Our comprehensive portfolio is built to address the challenges of today and adapt the future, ensuring long-term sustainability and success for our customers.

Bristol City Leap

Bristol City Leap is an innovative partnership between Bristol City Council and Ameresco Ltd which will accelerate green energy investment in Bristol and help towards decarbonising the whole city.

Over the next five years, Bristol City Leap will invest nearly £500 million into low carbon energy infrastructure, such as solar, wind, heat networks, heat pumps and energy efficiency measures – all of which will help Bristol meet its carbon reduction targets of becoming carbon neutral by 2030.

Bristol City Leap is a world first, game-changing approach towards decarbonisation at city-scale and will deliver a transformative boost in the amount of renewable energy and decarbonised heat powering our city, which in turn means a cleaner, greener and healthier place to live, learn, work and play.

Role and Scope

Bristol City Leap has a common goal of helping Bristol and surrounding areas with energy efficiency projects. This role will be within the domestic delivery team supporting homes in Bristol with energy efficiency retrofit works. We are supporting people in fuel poverty in both privately owned/tenanted dwellings and social housing developments by installing energy efficiency measures and following PAS2035 retrofit standards.

The Customer Account Manager will support the delivery of domestic projects, reporting directly to the Customer Operations Manager. The role requires the post holder to apply excellent customer service, practical expertise, and experiential knowledge to projects; as well as having outstanding organisation skills. This role is an exciting opportunity for learning, teamwork, autonomy, and growth within a workplace.

The post holder will have the ability to work flexibly and cooperatively as part of a team and the ability to work with limited supervision, but to recognise the need to seek advice or guidance as necessary. The post holder will have experience in telephony-based roles, managing accounts and customer journeys with an overarching interest in sustainability and helping people in need.

This role will be based both within the BCL office in central Bristol and on site in the Henbury/Brentry/Lawrence Weston/Avonmouth area. This will be for the duration of the three-year project, after which the post holder will likely move to another area within the city where retrofit works are next undertaken.

Typically, the Customer Account Manager Will:

Support homeowners and renters with queries about progress on their retrofit works.

Liaise with residents to arrange assessments, installations, surveys, etc.

Deal with resident issues, complaints, and questions.

Provide advice on the installation process.

Ensure customers are moving through the process.

Management of ‘The Customer Journey’ and move each project along where possible.

Answer emails as well as take inbound and make outbound calls to customers to discuss installations and technical requirements.

Arrange meetings with key stakeholders and community groups working across the program.

Produce project reports e.g. weekly and monthly reports based in Excel. Excel knowledge is preferable or willingness to learn.

Help project managers build business cases for potential new work streams (Domestic properties, Social Housing blocks, Heat Networks, etc.).

Work with contractors to facilitate installations, ensuring information is provided in a timely manner and the quality of installation is maintained.

Raise POs, check and approve invoices.

Chase PAS and installation paperwork.

Ensure all completion paperwork is received and issued to residents and the council.

Record and report financial information, raise works orders and check invoices.

Report where necessary.

Line manage 2 x Resident Liaison Officers.

Manage monthly resident engagement meetings with the team.

Develop materials for project managers as requested within the remit of your role.

Perform any other administrative duties associated as necessary.

The Ideal Candidate Will Possess:

Strong customer support skills and administrative experience.

Excellent attention to detail and time management.

The ability to think analytically, with the ability to critically assess requirements and select "best fit" approach to meeting company and client objectives.

IT literate with demonstrable Microsoft Office skills, including Word, Excel/spreadsheets, PowerPoint, Outlook, AutoCAD and MS Projects.

A keen interest in energy, sustainability or retrofit works.

A sound knowledge of safeguarding and lone working.

Excellent communication skills.

Ability to work well as part of a team.

Personal Attributes:

The successful candidate will be enthusiastic, confident and have a flexible approach to work. They should be able to demonstrate good organisational skills including the ability to multi-task, prioritise work under pressure and complete tasks within deadlines. They should be able to communicate effectively with a friendly and courteous manner,

establishing and maintaining good relationships with customers and colleagues at all levels. The job requires the ability to work well as part of a team but also independently using their own initiative where appropriate.

All applicants must have the legal right to work in the UK.

AMERESCO challenges the brightest, most talented, and creative individuals in the industry by providing an environment that fosters initiative and achievement. We are proud of our comprehensive and competitive employee benefits, including people-oriented insurance, investment, and incentive plans.

All official communications from Ameresco will originate from an @ameresco.com email address. Any correspondence from other domains should be regarded as fraudulent. Please report any suspicious activity to the platform where the issue was encountered.

Ameresco is an Equal Opportunity Employer.