Contact Center Manager

Contact Centre Manager (Energy Storage Systems)

Location: Fully on-site at our GivEnergy UK Head Office in Newcastle-under-Lyme, Staffordshire (ST5 9HX). You must have the ability to reliably commute, or plan to relocate before starting work

Schedule: Monday – Friday, 9am – 5pm (with out of hours flexibility to support business demands)

Salary: Competitive (plus performance bonus scheme)

GivEnergy are looking for an experienced Contact Centre Manager to lead the newly merged Technical Services Contact Centre and Field Services Department.

If being an on-site and hands-on operational leader appeals to you just as much as creating innovative strategies to enhance customer experience in the energy storage system market, then come and join us in empowering energy freedom for all!

Who Are We?

GivEnergy is a leading manufacturer of electronic equipment designed to manage energy use and production. We specialise in our range of inverters and battery systems which allow our users to store their renewable/cheap-rate energy, ease pressure on the grid and save some serious money!

What You’ll Be Doing:

Reporting directly to the Managing Director of the UK, this role is pivotal in enhancing our customer service experience for both installers and end users, ensuring they continue to choose our products by optimising service delivery and ensuring GivEnergy are industry leaders for best-in-class customer support.

Key responsibilities include:

Operational Management

• Oversee the daily operations of the Technical Services Contact Centre and Field Services Department, ensuring efficient handling of inbound contacts and field service requests.
• Foster a culture of excellence and continuous improvement within all teams, promoting high standards of customer service.
• Lead, motivate, and develop a high-performing team, fostering a positive and customer-centric culture.
• Establish and monitor key performance indicators (KPIs) to measure the team's performance and identify areas for improvement.

Strategic Planning & Development

• Drive customer loyalty by providing exceptional customer support and ensuring a seamless installation experience.
• Develop and implement strategic plans to enhance service delivery, aiming for industry-leading customer satisfaction scores.
• Identify and implement process improvements to streamline operations and enhance the customer experience.
• Drive continuous improvement in customer satisfaction by analysing customer feedback, identifying pain points, and implementing solutions.
• Collaborate with cross-functional teams to align service delivery with overall business objectives and customer needs.
• Work closely with other departments, such as Sales, Marketing, and Engineering, to ensure seamless collaboration and alignment with overall business objectives.
• Create and implement efficient processes to streamline operations and improve service delivery.

What We’re Looking For:

We know that one of the things that makes our people so successful and work together so brilliantly is their differences. As such, we don’t want you to consider this an exhaustive list – if it’s a yes to all the below, great! If it’s most – we still want to hear from you:

• Proven track record in leading and managing large-scale technical service operations.
• Strong understanding of the energy storage industry and our products.
• A good level of experience with Zoho would be advantageous.
• Proven ability to identify process bottlenecks, develop innovative solutions, and implement sustainable improvements.
• A strong customer focus and commitment to delivering exceptional service.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Experience in implementing and managing customer relationship management (CRM) systems.
• A passion for delivering exceptional customer service.
• A strong focus on operational excellence and continuous improvement.

Why Work With Us?

GivEnergy is on a mission; to make sustainable energy accessible and affordable to all. The industry is booming and there couldn’t be a better time join us!

• Regular performance-based salary reviews.
• Refer A Friend Scheme (£500 per successful referral!) *
• Make your birthday your own! We offer a paid day off to do whatever makes you happy.
• Electric Car Scheme to help employees get an electric car in the most affordable way*
• Cycle To Work Scheme*
• Regular company events, shows and exhibitions.
• Reduced rate vehicle charging at our Head Office.
• Free company branded workwear provided.
• We love to home-grow our talent, so there’s plenty of opportunities to progress and grow and bags of continuous professional development.
• Discounts available on our products*

* Terms apply

At GivEnergy, we are committed to fostering an inclusive and diverse workplace where every individual feels valued, respected, and empowered to bring their authentic selves to work. We believe that diversity drives innovation and creativity, and we actively seek to build on our already inclusive culture.

We welcome applications from candidates of all backgrounds, including minorities, women, individuals with disabilities, LGBTQ+ individuals, and veterans.

We are dedicated to creating equal opportunities for all, and we encourage candidates from underrepresented groups to apply. Join us in shaping a workplace where diversity is celebrated, and everyone can thrive.

Agencies: Please note that we do not require agency support at this time. Anything received will be treated as a gift.