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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
