At a Glance
- Tasks: Lead the transformation of customer service in a fast-growing renewable energy tech company.
- Company: Join an award-winning renewable energy technology business near Cheltenham.
- Benefits: Competitive salary, great benefits, and the chance to make a real impact.
- Other info: Diverse and inclusive workplace focused on growth and development.
- Why this job: Shape the future of customer service with innovative technology and a dynamic team.
- Qualifications: Experience in customer service management and a passion for technology.
A Customer Service Manager is required to transform the customer service department of a fast-growing renewable energy technology business near Cheltenham. This is a key appointment focused on moving the department from a traditional call-based service centre into a scalable and technology-driven one-stop shop for all customer and approved installer needs. The Customer Service Manager will define the future service model and introduce the systems, processes and capabilities required to support continued growth across the UK and expansion into European markets. You will build a connected and efficient customer journey that combines excellent people-led support with automation and intelligent technology. This role requires a proactive and commercially aware people manager who can turn an ambitious service vision into practical and measurable change.
Key Responsibilities:
- Develop and deliver a clear customer service transformation strategy.
- Transform the department into a scalable one-stop shop for customers and approved installation partners.
- Design a future-ready service model that can support continued UK growth and expansion into Europe.
- Identify and introduce technology and automation that improve service quality and operational efficiency.
- Explore the use of AI-powered customer service tools to improve response times and customer outcomes.
- Create a connected customer journey across customer service, technical support and installer assistance.
- Review existing processes and replace inefficient working practices with scalable digital solutions.
- Build the systems and workflows required to provide customers and installers with faster access to information and support.
- Develop self-service tools and digital resources that reduce avoidable customer contact.
- Lead and motivate the customer service team through a significant period of operational change.
- Coach and develop team members to succeed within a more technology-enabled service environment.
- Establish clear customer service standards and measurable performance indicators.
- Improve first-contact resolution rates, response times and overall customer satisfaction.
- Use customer feedback and service data to identify future improvement opportunities.
- Develop procedures and training materials that support consistent service delivery across multiple markets.
- Work closely with technical, commercial and product teams to deliver a joined-up customer experience.
- Handle complex complaints and escalated customer issues through to resolution.
Preferred Ideal Experience & Skills Required:
- Demonstrate previous experience leading and developing a customer service or customer support function.
- Bring experience of transforming or modernising customer service operations.
- Show a strong track record of managing and developing people through periods of change.
- Understand how technology and automation can improve customer service delivery.
- Use customer service systems and CRM platforms confidently.
- Bring experience using AI tools within a customer service environment as an advantage.
- Develop scalable processes that can support business growth and increased customer demand.
- Analyse customer service data and translate findings into practical improvement plans.
- Communicate confidently and professionally with customers, installation partners and colleagues.
- Lead operational change while maintaining team engagement and service quality.
- Build effective working relationships across technical, commercial and product teams.
- Possess experience within renewable energy, home technology or another technical product environment as desirable rather than essential.
What's on Offer:
This is an opportunity to shape the future of customer service within an innovative and rapidly growing renewable energy technology business. The Customer Service Manager will have the autonomy to transform the department, introduce new technologies and develop a scalable service model capable of supporting UK and European growth. The role offers a salary of £35,000 to £38,000 depending on experience plus good benefits and the opportunity to make a visible long-term impact within a future-focused sector.
Salary: £35,000 - £38,000 base salary plus good benefits.
Location: Near Cheltenham.
Company: An award-winning renewable energy technology business specialising in intelligent home energy storage and supporting technologies.
Diversity & Inclusion: ENMASE Group operates an inclusive and diverse recruitment process and removes barriers from the recruitment journey wherever possible. We also work with our clients to encourage fair and inclusive hiring practices. If you require any support or reasonable adjustments at any stage of the recruitment process please let us know and our trained consultants will assist you.
Customer Service Manager in Cheltenham employer: Enmase Group
Enmase Group is an excellent employer that fosters a dynamic work culture focused on innovation and collaboration. Located in York, employees benefit from a supportive environment that encourages professional growth and development, alongside competitive remuneration and benefits. As part of a growing international organization, you will have the opportunity to make a significant impact on procurement processes while working with diverse teams across Europe.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Cheltenham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Enmase Group. 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 Enmase Group 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 Service Manager in Cheltenham
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 Enmase Group:Your cover letter is your chance to shine! Tell us why you want to work at Enmase Group 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 Enmase Group!
How to prepare for a job interview at Enmase Group
✨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.
