Customer Success Manager - Rooftop Solar PV | Gloucester

Solar Careers Uk; Hardwicke; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading solar company seeks an experienced B2C Customer Success Manager to enhance customer experience and operational efficiency. The role involves managing customer interactions, collaborating with field teams, and addressing customer feedback across platforms. Ideal candidates will have a background in customer service and strong communication skills, with a focus on improving service delivery in the solar industry.

Benefits

Free work social events

Contributory pension

Yearly salary increases

25 days paid holiday plus birthday leave

Flexible working hours

Qualifications

• Proven experience in a customer success or operations role in a B2C environment.
• Excellent verbal and written communication skills.
• Able to de-escalate tense situations with professionalism.

Responsibilities

• Take ownership of customer interactions and manage case updates.
• Collaborate with field teams for smooth service delivery.
• Monitor customer feedback and manage online reputation.

Skills

Customer service experience

Field team coordination

Emotional intelligence

Attention to detail

CRM systems usage

Tools

Salesforce

Scheduling platforms

Digital communication tools

Job description

Overview

The B2C Customer Success Manager plays a critical role in ensuring that customers receive timely, effective, and empathetic support throughout their service journey. Working closely with field operations and internal teams, the role is focused on delivering a high-quality, communicative experience that prevents issues escalating to landlords, end clients, or senior stakeholders. The role also involves monitoring and responding to customer feedback across review platforms to support continuous improvement and brand reputation.

Responsibilities

• Customer & Case Management – Take full ownership of customer interactions, acting as the primary point of contact for service updates, issue resolution, and information sharing. Drive timely and effective communication to manage expectations, avoid dissatisfaction, and prevent escalations. Demonstrate accountability by identifying and resolving issues before they escalate to landlords, housing associations, or senior stakeholders. Ensure every customer interaction is logged, tracked, and followed through to resolution using the CRM or case management system.
• Field Team Collaboration – Lead daily coordination with field technicians, ensuring smooth service delivery and immediate response to any service failures. Take charge of appointment readiness, follow-ups, and problem-solving to create a seamless customer journey. Escalate any operational or scheduling barriers swiftly, ensuring they are resolved before impacting customer satisfaction.
• Fleet & Resource Support – Take command of daily fleet and resource planning, optimising technician routes and minimising downtime to support efficient field operations. Resolve logistical and vehicle-related challenges with urgency and precision, collaborating across teams as needed. Build and maintain strong working relationships with 3rd parties, including 3PL providers, to ensure consistent and reliable service delivery.
• Customer Insight & Reputation Management – Own the monitoring and management of customer feedback across platforms like Trustpilot and Google Reviews. Respond promptly and professionally to reviews, addressing concerns and reflecting the company's commitment to service excellence. Analyse feedback trends and take initiative in presenting actionable insights to improve service delivery and customer satisfaction. Drive continuous improvement by supporting broader service quality initiatives using customer insight.
• Offshore Contact Centre Management & Performance Planning – Take full accountability for the relationship with the offshore contact centre, ensuring alignment with strategic business goals and service standards. Regularly review offshore performance, taking command of any necessary changes to improve productivity, quality, and customer outcomes. Identify and lead opportunities to expand and upskill the offshore team, supporting business growth. Collaborate with the Operational Performance Manager to refine work composition analysis and optimise resource planning. Help define KPIs that align onshore and offshore teams to deliver high-impact results.
• Digital Customer Communication & Self-Service Development – Lead the development and implementation of clear, consistent digital communication strategies across email, SMS, and other channels. Take ownership of support materials (email templates, scripts, knowledge articles), ensuring they reinforce a high-quality customer experience. Work closely with senior stakeholders to evolve the digital self-service strategy within Salesforce, driving customer empowerment and operational efficiency. Monitor the performance of self-service tools and prioritise improvements using real-time data and customer behaviour insights. Be accountable for reducing inbound contact by enabling better self-service outcomes.
• Other duties – The post holder may be required to undertake other reasonable ad hoc duties as appropriate and requested by their Line Manager.

Success metrics

• Reduction in customer complaints and escalations
• First contact resolution rate
• Review volume and sentiment (Trustpilot / Google Reviews)
• Appointment success rates and technician satisfaction
• SLA compliance for customer response times

Qualifications & Requirements

• Proven experience in a customer service, success, or operations coordination role in a B2C environment
• Experience working with field teams, technicians, or logistics coordination
• Familiarity with online review platforms and brand reputation management
• Experience in housing, utilities, solar, or service-based industries is highly desirable
• Excellent verbal and written communication skills
• Ability to de-escalate tense situations with professionalism and empathy
• Results driven, organized and process-driven with strong attention to detail
• Skilled at managing relationships across field and office environments
• Comfortable using CRM systems, scheduling platforms, digital communication tools, and review management tools (Salesforce experience would be an advantage)
• Proactive, resilient, and able to remain calm under pressure

Benefits & About the Company

• Free work social events including Christmas Party and summer BBQ
• Strong team culture, our staff are our focus
• Contributory pension (up to 5%) with overpayment option
• Yearly salary increases for all staff
• Buy and carry over annual leave facility
• Death in service cover
• Company sickness pay
• Employee Assistance programme
• 25 days paid holiday plus a day for your birthday, with an additional day for each year of service, up to a maximum of 30 days
• Long service awards
• Excellent maternity, adoption, surrogacy and paternity benefits
• Rapidly growing company with career support, defined progression structures and significant opportunity for career progression
• Flexi working of hours and location that facilitates a work/life balance
• Bike to work scheme
• Here at Solar Careers UK we look forward to receiving your application as a first step toward joining our vibrant solar industry