At a Glance
- Tasks: Lead customer care and planning teams to ensure a smooth post-sale journey.
- Company: Max Energy, a trusted provider of insulation solutions since 2015.
- Benefits: Competitive salary, career development, and a supportive team environment.
- Other info: Join a dynamic team in the renewable energy sector with growth opportunities.
- Why this job: Make a real difference in customer satisfaction and operational efficiency.
- Qualifications: Leadership experience in customer service or operations is essential.
Leicester - Office Based
Max Energy, established in 2015, is a leading provider of insulation solutions across various sectors including newbuild housing, social housing, and property management. Our commitment to quality service and expertise has made us a trusted partner for top housebuilders and property professionals.
Summary
The Customer Care & Planning Manager will take ownership of the post-sale customer journey, overseeing scheduling, issue resolution, and final installation stages. This role is critical in ensuring operational efficiency, high customer satisfaction, and effective coordination between internal teams and field engineers.
Key Responsibilities
- Lead and manage the Planning, Customer Care, and 2nd Fix PV teams to deliver a high-quality, customer-focused service
- Oversee scheduling and resource planning to maximise efficiency and minimise delays
- Ensure timely and effective resolution of customer queries, complaints, and post-installation issues
- Manage the 2nd Fix PV process, ensuring completion of installations to required standards
- Monitor team performance against KPIs such as customer satisfaction, completion times, and quality metrics
- Develop and implement process improvements to enhance the customer journey and operational efficiency
- Collaborate with installation, sales, and technical teams to ensure smooth handovers and communication
- Coach, develop, and support team members to drive engagement and performance
- Maintain compliance with industry standards, health & safety, and company procedures
- Produce regular reports on team performance, trends, and areas for improvement
Skills & Experience
- Proven experience in a leadership role within customer service, planning, or operations
- Strong organisational and scheduling experience, ideally in a field-based or installation environment
- Experience managing multiple teams or functions simultaneously
- Excellent problem-solving skills with a proactive approach to resolving issues
- Strong communication and stakeholder management skills
- Experience within renewable energy, construction, or home improvement sectors is highly desirable
- Ability to analyse data and drive performance improvements
- Comfortable working in a fast-paced environment
Customer Care and Planning Manager employer: Effective Energy
Max Energy is an exceptional employer located in Beaumont Leys, Leicester, offering a supportive and dynamic work environment for HR and Recruitment Coordinators. With a strong focus on employee development, the company provides ample opportunities for career growth alongside a comprehensive benefits package that includes generous holiday allowances, pension schemes, and employee discounts. Join our People Team to be part of a collaborative culture that values proactive contributions and fosters professional advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care and Planning Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Effective Energy. 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 Effective Energy 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 Care and Planning Manager
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 Effective Energy:Your cover letter is your chance to shine! Tell us why you want to work at Effective Energy 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 Effective Energy!
How to prepare for a job interview at Effective Energy
✨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.
