Work Schedule:

• Schedule 1: Monday - Friday, 5:00 PM - 9:30 PM, with Thursday being 11:30 AM - 8:00 PM.
• Schedule 2: Monday - Wednesday, Thursday Off, Friday 9:00 AM - 5:30 PM, and Saturday 10:00 AM - 4:00 PM.

About Us: Nationwide Renewables, recently awarded the Top UK Installer Award by European standards, is a leading solar panel company dedicated to providing exceptional renewable energy solutions. Our commitment to quality and customer satisfaction sets us apart in the industry, and we are looking for a talented Customer Success and Quality Assurance Manager to join our dynamic team.

Role Overview: We are seeking a proactive and detail-oriented Customer Success and Quality Assurance Manager to maintain and elevate our high standards of customer service and product quality. This role is integral to ensuring our customers have a positive experience with Nationwide Renewables, and it involves managing online reviews, quality control, and handling first-level complaints. The ideal candidate will have strong communication skills and the ability to handle difficult conversations to uphold our protocols and standards.

Key Responsibilities:

• Online Presence Management: Respond to online reviews, encourage positive feedback, and manage our online reputation to protect and enhance our brand.
• Quality Control: Listen to sales and project management calls and others to ensure adherence to protocols and quality standards.
• Customer Interaction: Handle first-level complaints, lead investigations, and ensure customer satisfaction aligns with company expectations.
• Content Creation: Contribute to creating engaging content, organise video customer testimonials, and develop help videos to support customers in using our technology.
• Complaint management: Oversee complaints and lead investigations to ensure timelines and quality standards are met.
• SLA Management: Adhere to strong SLA response times and ensure targets are met, focusing on maintaining a positive customer experience and promptly addressing complaints and issues.

Qualifications:

• Strong communication skills, with the ability to handle difficult and upfront conversations.
• Proven experience in customer success, quality assurance, or a similar role.
• Excellent negotiation skills.
• Familiarity with creating and managing online content.
• Ability to work independently and as part of a team.
• Detail-oriented with a commitment to maintaining high standards of quality and customer satisfaction.

Benefits:

• Competitive salary
• Central location with free parking
• Opportunities for professional development
• A chance to work with an award-winning team in the renewable energy sector