At a Glance
- Tasks: Resolve complex customer issues and enhance their experience with Aira.
- Company: Join Aira, a leader in sustainable home energy solutions.
- Benefits: Competitive salary, generous leave, health plan, and career growth opportunities.
- Other info: Hybrid role with a vibrant team and a focus on continuous improvement.
- Why this job: Make a real impact by improving customer journeys in a fast-growing company.
- Qualifications: 3+ years in customer service with strong complaint resolution skills.
About Aira
We are a next-generation home energy champion. We passionately believe that creating smart, sustainable homes, and a world class working environment is our way to make a positive impact in the world.
About The Role
At Aira, we believe every customer interaction is an opportunity to build trust. As a Customer Resolution Specialist, you will play a vital role in delivering exceptional customer experiences by taking ownership of complex customer enquiries, escalations and formal complaints. Sitting between the Customer Care Agent and Customer Care Team Leader, this specialist role is designed for experienced customer professionals who are passionate about resolving complex issues, building customer confidence and delivering fair, timely and customer-focused outcomes. Working closely with Operational Teams, Technical Support, Planning, Design and other key stakeholders, you will investigate customer concerns, coordinate resolutions and identify opportunities to improve the overall customer journey. You will also act as a subject matter expert within the Customer Care team, supporting colleagues and helping to raise the overall standard of customer resolution across the business.
What you’ll be doing as a Customer Resolution Specialist:
- Take ownership of complex customer enquiries, escalations and formal complaints from initial contact through to resolution.
- Investigate customer concerns thoroughly by reviewing customer history, technical information and operational activity to establish the facts and determine the appropriate outcome.
- Deliver professional, empathetic and solution-focused communication through both written correspondence and verbal conversations.
- Build trust with customers by maintaining proactive communication, managing expectations and providing regular updates throughout the resolution process.
- Ensure all customer interactions and case activity are accurately recorded within HubSpot and internal systems.
Escalation Management:
- Act as the first specialist point of escalation within Customer Care, supporting Customer Care Agents with complex customer cases.
- Manage a portfolio of formal complaints and escalated cases, ensuring they are progressed efficiently and resolved within agreed service levels.
- Work collaboratively with Planning, Design, Technical Support, Installation Operations, Finance and other departments to achieve timely and effective customer outcomes.
- Provide additional support for vulnerable customers, ensuring communication is tailored, compassionate and aligned with Aira's customer care standards.
- Identify root causes and recurring themes, sharing insight with the wider business to support continuous improvement and reduce repeat issues.
Continuous Improvement:
- Support the development of customer care processes, knowledge articles and best practice guidance.
- Share learning and coaching with Customer Care Agents to improve first contact resolution and complaint handling capability.
- Champion a culture of ownership, accountability and continuous improvement across the Customer Care function.
What You Need To Have:
- Minimum of 3 years' experience in Customer Service or Customer Care.
- Proven experience managing complex customer complaints or escalated customer cases through to resolution.
- Excellent written communication skills, with experience producing professional customer correspondence.
- Experience using CRM systems such as HubSpot or equivalent.
- Experience within the renewable energy, utilities, home services or other service-led industries would be advantageous.
What is in it for you as a Customer Resolution Specialist:
- £31,930 per year salary
- 25 days annual leave + bank holidays
- Health Cash Plan
- Reward Gateway (shopping discounts)
- Life insurance
- Gain hands‑on experience in a fast‑growing scale‑up, with career advancement opportunities.
- Collaborate with diverse teams across international markets and launch products globally.
- Free onsite parking
- This is a hybrid role, Monday to Friday, with time split between our Manchester hub and working from home.
At Aira, we're transforming the future of home energy by making clean heating accessible to everyone. As a Customer Resolution Specialist, you'll play a key role in protecting our customer experience, resolving complex challenges and influencing positive change across the business. This is an exciting opportunity for an experienced customer professional looking to take the next step in their career, developing specialist expertise while helping shape a best‑in‑class Customer Care function.
Customer Resolution Agent in Manchester employer: Aira
Aira is an exceptional employer that champions a culture of trust and collaboration, making it an ideal workplace for Customer Resolution Specialists. With a commitment to employee growth, Aira offers hands-on experience in a fast-growing scale-up environment, competitive benefits including a health cash plan and generous annual leave, and the opportunity to work in a hybrid model from their Manchester hub. Join us to make a meaningful impact in the renewable energy sector while advancing your career in a supportive and innovative atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolution Agent in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Aira. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Aira before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Resolution Agent in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Aira:Your cover letter is your chance to shine! Tell us why you want to work at Aira specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Aira!
How to prepare for a job interview at Aira
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
