Customer Service Manager

Want to know you’re making a real difference in your next role? Join one of the UK’s most talked about renewable energy start-ups as Customer Service Manager.

This is a rare opportunity for a highly enthusiastic individual to help build Ripple’s customer service function. Join a rapidly growing, passionate and ambitious company as we set out on our mission to transform the clean energy sector!

Ripple is a revolutionary clean energy ownership platform. We enable people to part own large scale wind farms and have the green, low cost electricity they produce supplied to their homes via the grid.

Our customers make us. We want every customer to be a Ripple ambassador, eager to tell the world how great we are. To do that we need every customer experience, whether on our website chat or phone, to delight and engage.

We are looking for someone experienced in leading or creating a brilliant customer service function. You’ll drive the strategy and play a key role in selecting and implementing a CRM system and putting in place the right team to give our customers the very best experience possible.

Key responsibilities:

• Build, inspire and lead a motivated and engaged customer service team
• Ensure customer satisfaction metrics are achieved
• Create and own the Ripple customer charter
• Play a key role in CRM implementation and act as system owner
• Develop training, coaching and onboarding processes to ensure the customer service team maintains high standards
• Ensure our communications reflect Ripple’s values of openness, honesty as well as meeting regulatory and legal requirements.

You'll work closely with the Management team, understanding new initiatives and product launches to ensure the customer experience team is well versed in all things Ripple.

The majority of Ripple’s customer experience will be inbound customer contact requests. You will, however, be required, on occasion, to help support customer open days, virtual co-operative AGMs and other customer facing events.

Requirements:

• A highly motivated individual who can work effectively and independently and who thrives in a one-team, fast paced start-up environment
• 3-5 years experience in a customer facing role
• Experience leading a high performance customer service team
• Exposure to a high growth business and/or system implementation and/or the electricity industry would be an advantage

Benefits

• Up to £30k salary
• Pension
• Potential for share options
• Flexible working
• Significant opportunity for progression due to planned growth.

We are a small, inclusive and supportive team who rely on, as well as challenge, each other.

The role will be based in our Ayr office with flexibility for plenty of home working once relevant team members are up to speed.

You will need to be prepared to travel both in the UK and internationally if required.
Please apply by Friday 1st October.