Customer Resolution Specialist (Energy)

TL;DR

Customer Resolution Specialist (Energy): Managing complex customer enquiries, escalations, and formal complaints for sustainable home energy solutions with an accent on building trust and identifying process improvements. Focus on coordinating cross-functional resolutions, investigating technical root causes, and enhancing the overall customer journey.

Location: Hybrid (Must be based in or able to commute to the Manchester hub)

Salary: £31,930 per year

Company

hirify.global is a next-generation home energy champion providing sustainable solutions like heat pumps, solar systems, and battery storage.

What you will do

• Own and resolve complex customer enquiries, escalations, and formal complaints from initial contact to completion.
• Conduct thorough investigations by reviewing technical information and operational activity to determine fair outcomes.
• Manage a portfolio of formal complaints, ensuring they are progressed efficiently within agreed service levels.
• Collaborate with Planning, Design, Technical Support, and Finance departments to achieve timely resolutions.
• Identify root causes and recurring themes to share insights with the wider business for continuous improvement.
• Support and coach Customer Care Agents to improve first-contact resolution and complaint handling capabilities.

Requirements

• Minimum of 3 years' experience in Customer Service or Customer Care.
• Proven experience managing complex customer complaints or escalated cases through to resolution.
• Must be based in or able to work from the Manchester hub (Hybrid setup).
• Excellent written communication skills for producing professional customer correspondence.
• Experience using CRM systems such as HubSpot or equivalent.

Nice to have

• Experience within the renewable energy, utilities, or home services industries.

Culture & Benefits

• Annual salary of £31,930.
• 25 days annual leave plus bank holidays.
• Health Cash Plan and Life insurance.
• Access to Reward Gateway for shopping discounts.
• Career advancement opportunities within a fast-growing scale-up.
• Free onsite parking.