Customer Service Advisor

Enmase Group; Cheltenham; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Company benefits

Product training

Career development

Job summary

ENMASE Group near Cheltenham is seeking a Customer Service Executive to deliver responsive support to customers and approved installation partners across phone, email and digital channels. You will manage enquiries from initial contact to resolution within a growing one-stop service model, using CRM and service tech tools to keep accurate records and improve response times.

The role suits a proactive, personable professional who enjoys solving problems and learning technical products in a

Qualifications

• Experience in customer service, support, or client-facing role.
• Clear verbal and written communication across channels.
• Builds positive relationships with customers and partners.
• Ownership of enquiries through to completion.

Responsibilities

• Provide prompt and professional support across telephone, email and digital service channels.
• Act as a reliable day-to-day contact for customers and approved installation partners.
• Understand each enquiry and provide accurate product, order and service information.
• Take ownership of customer cases and progress them through to a clear resolution.
• Aim to resolve enquiries at the first point of contact wherever possible.
• Record all customer interactions, actions and outcomes in the CRM or service platform.
• Coordinate with technical, product, sales and operations colleagues when needed.
• Follow escalation procedures and inform the Customer Service Manager with case details.
• Handle complaints calmly and professionally within responsibilities.
• Escalate complex issues and high-risk cases as appropriate.
• Utilise automation/AI tools to improve speed and accuracy.
• Guide customers towards self-service resources and digital tools.
• Maintain knowledge of products, policies and processes.
• Meet service standards for response times and satisfaction.
• Collect feedback and highlight recurring issues.

Skills

Customer service

Communication

CRM usage

Problem solving

Teamwork

Multichannel support

Automation tools

Tools

CRM

Helpdesk software

Microsoft Office

Job description

Full Job Description

A Customer Service Executive local to Cheltenham is required to provide responsive and professional support to customers and approved installation partners within a fast-growing renewable energy technology business near Cheltenham. Reporting to the Customer Service Manager the Customer Service Executive will manage enquiries across telephone, email and digital channels while taking ownership of each case through to resolution. The role will operate within a developing one-stop service model that brings together customer support, installer assistance and access to accurate product information. You will use CRM and customer service technology to maintain clear records, improve response times and deliver a consistent experience as the business grows across the UK and Europe. This position would suit a proactive and personable customer service professional who enjoys solving problems, learning technical products and making life easier for customers.

Key Responsibilities

• Provide prompt and professional support across telephone, email and digital service channels.
• Act as a reliable day-to-day contact for customers and approved installation partners.
• Understand each enquiry and provide accurate product, order and service information.
• Take ownership of customer cases and progress them through to a clear resolution.
• Aim to resolve enquiries at the first point of contact wherever possible.
• Record all customer interactions, actions and outcomes accurately within the CRM or service platform.
• Coordinate with technical, product, sales and operational colleagues when additional support is required.
• Follow agreed escalation procedures and provide the Customer Service Manager with clear case information.
• Handle complaints calmly and professionally within agreed levels of responsibility.
• Escalate complex complaints, technical issues and higher-risk cases at the appropriate time.
• Use available automation and AI-assisted tools responsibly to improve speed, accuracy and customer outcomes.
• Guide customers and installers towards relevant self-service resources and digital support tools.
• Maintain accurate knowledge of products, services, policies and customer support processes.
• Meet agreed service standards for response times, case resolution, quality and customer satisfaction.
• Collect customer feedback and highlight recurring issues or improvement opportunities.
• Support service processes that can be used consistently across UK and European markets.

Experience and Skills Required

The successful candidate will demonstrate the following:

• Demonstrate previous experience in customer service, customer support, technical support or a related client-facing role.
• Communicate clearly and professionally by telephone, email and digital channels.
• Build positive relationships with customers, installation partners and internal colleagues.
• Take ownership of enquiries and follow actions through to completion.
• Handle complaints and difficult conversations with empathy, patience and sound judgement.
• Organise a varied caseload and manage competing priorities effectively.
• Use CRM, helpdesk or customer service platforms confidently.
• Use Microsoft Office and other workplace technology accurately and efficiently.
• Apply strong attention to detail when recording customer information and case activity.
• Understand technical products or services and explain information in clear language.
• Solve problems proactively and recognise when an issue needs to be escalated.
• Work effectively as part of a team and respond positively to coaching from the Customer Service Manager.
• Bring experience using automation or AI tools within a customer service environment as an advantage.
• Bring experience within renewable energy, home technology or another technical product environment as desirable rather than essential.

What's on Offer

This is an opportunity to join an innovative and rapidly growing renewable energy technology business while its customer service operation is being modernised and expanded. The Customer Service Executive will work closely with an experienced Customer Service Manager and contribute directly to the creation of a scalable and technology-enabled service model. The role offers a competitive salary depending on experience plus company benefits, product training and the opportunity to develop within a future-focused sector.

Salary: Competitive salary depending on experience plus company benefits.

Location: Near Cheltenham.

Company: An award-winning renewable energy technology business specialising in intelligent home energy storage and supporting technologies.

Diversity and Inclusion

ENMASE Group operates an inclusive and diverse recruitment process and removes barriers from the recruitment journey wherever possible. We also work with our clients to encourage fair and inclusive hiring practices. If you require any support or reasonable adjustments at any stage of the recruitment process please let us know and our trained consultants will assist you