At a Glance
- Tasks: Support customer workflows and coordinate with engineers in a dynamic contact centre.
- Company: Join Ecovision, a leader in renewable energy solutions.
- Benefits: Enjoy competitive salary, 25 days holiday, and flexible working options.
- Other info: Be part of a supportive team culture with excellent career progression opportunities.
- Why this job: Make a real impact in the renewable energy sector while developing your skills.
- Qualifications: Customer support experience and strong communication skills are essential.
The predicted salary is between 36000 - 44000 £ per year.
Contracted Hours: 37.5 paid hours per week between the hours of 08:00AM to 18:00PM.
Reports to: SME (Subject Matter Expert) Lead – Domestic and Electrical
Location: Ecovision, Pure Offices, Quedgeley, Gloucester.
Salary: Competitive
About the Role
We are seeking a highly organised, detail-focused Domestic and Electrical Customer Support Agent to join our growing team. This role is critical in supporting the planning, scheduling, and delivery of field work across domestic sites. You will work as part of a structured contact centre team under the direction of the SME Lead – Domestic and Electrical, contributing to the successful delivery of customer workflows, operational performance, and business targets. You will work closely with field engineers, subcontractors, clients, and internal teams to ensure all activities are completed efficiently, within scope, and to a high standard.
About Ecovision
Ecovision has extensive experience designing, installing and managing distributed rooftop solar PV asset portfolios across the UK. We have installed over 5,500 systems and currently manage over 19,000 installations across the mainland UK (63MWp capacity). Our clients are primarily Portfolio Investors, Councils, and Housing Associations. We have a strong track record of managing long-term solar performance and work with clients to minimise operational costs while maximising renewable energy generation.
Benefits of working at Ecovision Asset Management:
- Free work social events including Christmas and Summer Party
- Strong team culture, our staff are our focus
- Contributory pension (up to 5%) with overpayment option
- 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
What You'll Do
- Manage customer contacts across multiple channels including phone, email, and written correspondence
- Book domestic exception and site fault visits, ensuring correct resource allocation and clear communication with customers
- Coordinate and manage domestic and electrical workflows, working with in-house engineers, subcontractors, and equipment providers
- Support delivery of dialler campaigns and outbound activity
- Manage workflows including warranty claims, stock dispatch, work in progress, and legal administration
- Review completed fieldwork to ensure billing accuracy and identify follow-on actions
Operational Support
- Support field service engineers with diary management and day-to-day operational challenges
- Work within defined workflows and processes, ensuring all activities meet operational and contractual requirements
- Identify and flag workflow issues, inefficiencies, or risks to the SME Lead
- Support the account management team with customer escalations where required
Performance & KPI Contribution
- Deliver against individual and team KPIs including service appointments, workflow completion, and administrative output
- Contribute to team targets including inbound answer rates, conversion rates, and service delivery metrics
- Support the achievement of operational revenue targets through effective booking and workflow management
- Maintain productivity levels in line with business expectations
Quality Assurance & Development
- Participate in regular QA reviews, call listening sessions, and feedback discussions
- Actively engage in coaching, training, and development plans led by the SME Lead
- Demonstrate continuous improvement based on feedback and performance outcomes
- Maintain a minimum QA standard in line with business expectations
Customer Experience & Escalations
- Handle customer queries and issues at first point of contact wherever possible
- Escalate complex or high-risk cases to the SME Lead in line with defined processes
- Support escalation resolution through accurate information gathering and timely follow-up
- Deliver a professional, clear, and customer-focused communication style at all times
Data & System Management
- Maintain accurate, real-time records across all systems including Salesforce CRM
- Ensure high levels of data quality across customer records, workflows, and asset information
- Support data quality checks and audits where required
Team Contribution & Flexibility
- Work collaboratively as part of a high-performing contact centre team
- Support wider team activities during peak demand or periods of operational pressure
- Be flexible in supporting inbound, outbound, and administrative workflows as required
What You'll Need
- Previous experience in a customer support or service-based role
- Strong written and verbal communication skills
- Highly organised with excellent attention to detail
- Ability to manage multiple priorities in a fast-paced environment
- Strong problem-solving skills and proactive mindset
- Ability to work collaboratively within a team environment
- Experience using CRM systems (Salesforce desirable but not essential)
- Experience within energy, utilities, or renewables sector is advantageous
Why This Role Matters
This role is key to ensuring the successful delivery of domestic and electrical customer workflows, directly impacting customer satisfaction, operational performance, and business revenue.
Why Join Us?
Opportunity to join a growing solar PV company. Work alongside a team of passionate and skilled professionals dedicated to sustainable energy. Competitive salary, benefits, and ongoing professional development. Apply today and make a tangible impact in renewable energy!
Diversity and Inclusion statement:
Ecovision are committed to ensuring diversity and inclusion within our Organisation. We strive to be a successful, caring and welcoming place for all our team members and our customers. We are committed to our equal opportunities policy and a culture of respect and understanding. We want to ensure that everyone feels included, welcome and able to be themselves and bring their authentic abilities. We are very willing to provide accessibility accommodations for applicants where required. If you are interested in applying for employment with us and in need of reasonable adjustments or assistance, please do send an email to our HR Department - hr@ecovision.co.uk
Any offer of employment will require satisfactory references and completion of a successful 6-month probation period.
To apply: If you wish to apply, please send a CV and covering letter to hr@ecovision.co.uk
Domestic and Electrical Customer Support Agent in Gloucester employer: Ecovision
Ecovision is an exceptional employer that prioritises flexibility and employee growth, making it an ideal choice for marketing professionals seeking a part-time role. With a strong team culture and a commitment to investing in staff development, employees can thrive while contributing to the vital renewable energy sector. Enjoy benefits such as social events and a contributory pension scheme, all while making a meaningful impact in a rapidly growing industry.
StudySmarter Expert Advice🤫
We think this is how you could land Domestic and Electrical Customer Support Agent in Gloucester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ecovision. 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 Ecovision 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 Domestic and Electrical Customer Support Agent in Gloucester
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 Ecovision:Your cover letter is your chance to shine! Tell us why you want to work at Ecovision 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 Ecovision!
How to prepare for a job interview at Ecovision
✨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.
