Customer Operations Manager

Are you an experienced Customer Services / Operations Manager?Experience in managing solar PV and battery project delivery would be a distinct advantage, as would a formal project management qualification.Our client offers industrial & commercial customers fully funded solar PV & battery solutions, entering into power purchase agreements with customers to provide them greener and cheaper electricity.As a key hire, a Customer Operations Manager will be accountable for providing great service to our solar PV and battery customers and ensuring the performance management of the assets. This role is essential in ensuring high-quality customer service, customer billing, and asset performance management.Reporting to the Operations Director, the Customer Operations Manager will be accountable for ensuring all new customers are onboarding correctly and receive enduring great service (queries, billing etc) and ensuring the assets (solar PV and batteries) are operating correctly and resolve issues as they arise.As a dynamic start-up, this role would suit someone enthusiastic to come in and shape this role, and ways of working and be a vital part as we scale and deliver renewable energy for our customers.The RoleThe successful applicant will lead the customer service, billing and performance management of the systems.The ideal candidate will have a background in solar PV and battery projects.This is a full-time, permanent role based in London ( Battersea)Key Responsibilities

• Managing the end-to-end customer operations, including customer queries, billing and credit control
• Lead the ongoing day-to-day performance management of the assets (solar PV and batteries) reviewing data from on-site monitoring devices to highlight issues and optimise performance
• Accountable for identification and resolution of system alerts and alarms through liaison with technical and field teams
• Deliver all operational and maintenance requirements to ensure optimal asset health (including warranty processing)
• Create and foster relationships with subcontractors and internal technical colleagues to deliver great asset health and outcomes for customers
• Liaise with customers as required to ensure they are kept up to date on operational processes, maintenance and issues. Attend customer and supplier meetings and reviews
• Build and implement the full suite of customer service reporting and KPIs, ensuring contact, query and billing SLAs are achieved
• Design, build and implement customer-focused technology systems and continuously improve efficiency over time. Ensure the customer remains at the heart of our operation

Key RequirementsCandidates should ideally possess the following skills and qualifications:

• Educational Background: Relevant degree level qualification or equivalent, proven track record in customer and operational management
• Experience: 3+ years in leading operational teams providing customer and billing services. Experience in the renewable energy sector is strongly preferred
• Technical Proficiency: Deploy your customer service, operations, analytical and commercial skills to right outcomes are delivered.
• Communication Skills: Excellent communication skills for collaborating with cross-functional teams and presenting technical information to customers and peers
• Technology Skills: Highly computer literate and comfortable working Excel, Word and PowerPoint and using large data sets.
• Problem solver, logical thinker and able to focus on the detail across multiple initiatives, customers and projects
• Flexible and adaptable, highly organised and able to work autonomously
• Good experience in customer service and developing strong trusted relationships with business customers
• Maintain strong relationships with other departments to provide great service for customers and improve understanding and cooperation.
• Experience in managing solar PV and battery project delivery would be a distinct advantage, as would a formal project management qualification

Who We Are We are committed to helping clients achieve their Net Zero goals through reliable, cost-effective solar energy and battery storage solutions. We provide a full turnkey service that transforms renewable energy costs from Capex to Opex, making sustainable energy more accessible for businesses of all sizes. As we expand, we’re looking for passionate individuals who share our commitment to sustainability and innovation. Why Work for Us? You'll be joining a dynamic start-up that’s on the cusp of significant growth. As we transition into a scale-up phase, we’re looking for team members who are excited to build, innovate, and help shape the future of sustainable energy solutions. This is an opportunity to work in a fast-paced environment where your contributions will have an immediate impact. We believe in agility, collaboration, and fostering a culture where everyone’s ideas are valued. We offer a supportive environment for those who thrive on the challenges and rewards of scaling a business. Join us, and let’s build a greener future together.