Customer Service Manager

Enmase Group; Cheltenham; On-site; GBP 35,000 - 38,000; Full time

Job summary

Enmase Group near Cheltenham, a fast-growing renewable energy technology business, seeks a Customer Service Manager to transform the department into a scalable, technology-driven one-stop shop for customers and installers.

You will shape the future service model, implement systems and processes for UK growth and European expansion, and lead a proactive team through significant change with a focus on automation and intelligent technology.

Qualifications

• Proven experience leading a customer service or support function.
• Experience transforming or modernising customer service operations.
• Strong track record managing people through change.
• Understanding of how technology and automation can improve service delivery.

Responsibilities

• Develop and deliver a clear customer service transformation strategy.
• Transform the department into a scalable one-stop shop for customers and installers.
• Design a future-ready service model to support UK growth and European expansion.
• Identify and introduce technology and automation to improve service quality and efficiency.
• Explore AI-powered tools to improve response times and outcomes.
• Lead and motivate the team through a period of significant operational change.
• Coach staff to succeed in a more technology-enabled environment.
• Establish clear service standards and measurable performance indicators.
• Improve first-contact resolution, response times and customer satisfaction.

Skills

CustomerServiceLeadership

PeopleManagement

ChangeManagement

ProcessImprovement

StrategyDevelopment

CRMSystems

AITools

Tools

CRM platforms

AI tools

Job description

A Customer Service Manager is required to transform the customer service department of a fast-growing renewable energy technology business near Cheltenham. This is a key appointment focused on moving the department from a traditional call-based service centre into a scalable and technology-driven one-stop shop for all customer and approved installer needs. The Customer Service Manager will define the future service model and introduce the systems, processes and capabilities required to support continued growth across the UK and expansion into European markets. You will build a connected and efficient customer journey that combines excellent people-led support with automation and intelligent technology. This role requires a proactive and commercially aware people manager who can turn an ambitious service vision into practical and measurable change.

Key Responsibilities:

• Develop and deliver a clear customer service transformation strategy.
• Transform the department into a scalable one-stop shop for customers and approved installation partners.
• Design a future-ready service model that can support continued UK growth and expansion into Europe.
• Identify and introduce technology and automation that improve service quality and operational efficiency.
• Explore the use of AI-powered customer service tools to improve response times and customer outcomes.
• Create a connected customer journey across customer service, technical support and installer assistance.
• Review existing processes and replace inefficient working practices with scalable digital solutions.
• Build the systems and workflows required to provide customers and installers with faster access to information and support.
• Develop self-service tools and digital resources that reduce avoidable customer contact.
• Lead and motivate the customer service team through a significant period of operational change.
• Coach and develop team members to succeed within a more technology-enabled service environment.
• Establish clear customer service standards and measurable performance indicators.
• Improve first-contact resolution rates, response times and overall customer satisfaction.
• Use customer feedback and service data to identify future improvement opportunities.
• Develop procedures and training materials that support consistent service delivery across multiple markets.
• Work closely with technical, commercial and product teams to deliver a joined-up customer experience.
• Handle complex complaints and escalated customer issues through to resolution.

Preferred Ideal Experience & Skills Required

• Demonstrate previous experience leading and developing a customer service or customer support function.
• Bring experience of transforming or modernising customer service operations.
• Show a strong track record of managing and developing people through periods of change.
• Understand how technology and automation can improve customer service delivery.
• Use customer service systems and CRM platforms confidently.
• Bring experience using AI tools within a customer service environment as an advantage.
• Develop scalable processes that can support business growth and increased customer demand.
• Analyse customer service data and translate findings into practical improvement plans.
• Communicate confidently and professionally with customers, installation partners and colleagues.
• Lead operational change while maintaining team engagement and service quality.
• Build effective working relationships across technical, commercial and product teams.
• Possess 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 shape the future of customer service within an innovative and rapidly growing renewable energy technology business. The Customer Service Manager will have the autonomy to transform the department, introduce new technologies and develop a scalable service model capable of supporting UK and European growth. The role offers a salary of £35,000 to £38,000 depending on experience plus good benefits and the opportunity to make a visible long-term impact within a future-focused sector.

Salary :- £35,000 - £38,000 base salary plus good benefits.

Location :- Near Cheltenham.

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

Diversity & 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