Customer Service Representative

AO RETAIL LIMITED; Bolton; On-site; GBP 20,000 - 28,000; Full time

Benefits offered by this job

Holidays 25 days + bank holidays (27)

Pension 5%

AO Arena tickets

Health & wellbeing program

Discounts on product range

Enhanced family leave

Charity volunteer days

On-site parking, breakfast & Starbucks

Job summary

AO RETAIL LIMITED is seeking a Customer Service Representative to guide customers through their solar journey from initial enquiry to installation and aftercare. You’ll build trust, answer questions and simplify complex topics, ensuring customers feel informed every step of the way at our Bolton site.

You’ll manage multiple customer cases, coordinate surveys and installations, and maintain proactive communication to deliver a seamless, personalized experience.

Qualifications

• Experience in the solar industry preferred.
• Ability to explain complex topics in simple terms.
• Strong communication and relationship-building skills.

Responsibilities

• Be the trusted point of contact for customers throughout their solar journey, from enquiry to installation and aftercare.
• Explain solar and battery solutions, quotations and recommendations in a clear, jargon-free way.
• Manage a portfolio of customer cases, coordinating surveys, installations, and milestones.
• Keep customers informed with regular updates and ensure records are accurate.

Skills

Customer service

Solar industry experience

Communication skills

Problem solving

Job description

At AO, we're bringing the brilliant customer experience we're known for into the world of Solar. Solar is a big investment, and we know customers want confidence that they're making the right decision. That's where you come in. As a Customer Service Representative, you'll be the friendly, knowledgeable voice guiding customers through their solar journey. From their first enquiry to installation and beyond, you'll build trust, answer questions and make everything feel simple and straightforward. Our customers have already expressed an interest in solar, so It's about having great conversations, understanding what's important to each customer and helping them feel informed every step of the way. You'll explain products and processes in a way that's easy to understand, remove any uncertainty and make sure customers always know what happens next. You'll manage your own portfolio of customers, keeping in regular contact, coordinating updates and delivering an experience that feels personal, seamless and genuinely helpful. Whether you're talking through system options, helping overcome concerns or providing updates on installations, you'll be there to make the process as smooth as possible. If you've got experience in the solar industry, enjoy building relationships and thrive on turning complex topics into simple solutions, you'll fit right in Our people are our superpower, and we're unstoppable when we're together! We want your ideas to flow, and what better way to make that happen than being based onsite in our Bolton office 5 days a week, where our culture fuels creativity, collaboration and growth.

If a £1 bet in the pub between two friends can become the UKs most trusted electrical retailer, imagine what else can be achieved when we're together

Here is What You Can Expect To Be Doing

• You’ll be the trusted point of contact for customers throughout their solar journey, from initial enquiry through to installation and aftercare.
• The Expert explaining solar and battery solutions, quotations and recommendations in a clear, simple and jargon-free way, helping customers make informed decisions.
• You’ll manage a portfolio of customer cases, coordinating surveys, installations, DNO applications and key project milestones.
• Keeping customers informed every step of the way, providing regular updates, issuing key documentation and ensuring records remain accurate.
• You’ll be building strong relationships with customers, resolving issues proactively and delivering a seamless experience from start to finish.
• Working closely with Surveyors, Qualified Supervisors and installation teams to ensure every customer receives a smooth, joined-up service.
• Working 40 hours a week between 7am-8pm on a rotational shift basis Monday - Sunday. You’ll have strong understanding and experience of solar energy products, battery storage solutions and the end-to-end customer journey, with hands-on experience supporting customers through the solar journey.
• Have confidence discussing quotes, product recommendations and technical information with customers, translating complex concepts into simple, engaging conversations that build trust and confidence.
• You’ll be skilled at creating long-lasting customer relationships, identifying customer needs and guiding decision-making through consultative conversations
• Experienced in managing multiple customer cases, accounts or projects simultaneously,
• You’ll be detail-oriented when handling customer information, applications, documentation and system updates, ensuring accuracy and a seamless customer experience.
• Patient and adaptable when dealing with changing circumstances, customer queries or operational issues, taking ownership to find solutions and keep projects moving forward.
• You’ll have that positive and proactive mindset with experience working towards customer service, quality, conversion or sales KPIs

Our benefits are designed to cover the moments that matter to AOers. From health and wellness to giving back - you’ll be rewarded inside and outside of work.

• Holidays; 25 days, plus bank holidays (increasing to 27 days after 2 years with us!)
• Pension; Contribute 5% of your annual salary and we’ll do the same, giving you a little extra support for the future.
• Be a VIP at the AO Arena; we have loads of opportunities to win free tickets and pre-sale access!
• Health & wellbeing; discounted gym membership, an onsite spa and our Help @ Hand scheme giving you access to virtual GP's, Mental Health support and much more.
• Discounts; exclusive discounts across our product range.
• Family leave; Enhanced Maternity, Paternity and Adoption leave.
• Making a difference; 2 fully paid days a year to donate your time to any charity of your choice.
• On site perks; start your day with free on site parking, grabbing a complimentary breakfast and a coffee at our subsidised Starbucks!

AO is for everyone! We should all feel that we belong. That's why we are creating a welcoming and inclusive place to work. We're proud to be different. From how we look to the way we talk to our customers, we skip to the beat of our very own drum. We know that being different together is our superpower and we celebrate it because it makes us stronger, more creative, and better at what we do. We believe the people we employ should reflect the diversity of our customer base; that way, we can communicate in a way that recognises all backgrounds, races, ethnicities, genders, ages, religions, abilities, and sexual orientations. And that’s why we’re asking these questions. Making sure our recruitment process is inclusive is a key part of what we’re doing at AO to encourage diversity as an employer.