Putting the 'i' into British Innovation.
Putting the 'i' into Inventing the Future.
Putting the 'i' into Inspiring Change.
myenergi is a growing global clean tech manufacturer dedicated to removing the barriers to a greener future. Known for our award winning zappi EV charger and our intelligent home energy management ecosystem, we empower customers to control, store, and optimise their self generated energy.
With an expanding international presence and ambitious plans for continued global growth, we're shaping the future of smart, flexible homes, leading innovation in solar, EV, and battery technology to create a cleaner, more sustainable future for all.
️Role Summary
This role ensures our customers receive exceptional support across all channels, while driving continuous improvement, operational efficiency, and a consistently high quality experience. The ideal candidate is a people focused leader with strong service desk expertise and a passion for delivering outstanding customer outcomes.
️Key Responsibilities
- Lead, coach, and develop the Customer Service and Technical Support teams.
- Create a positive, high performance culture focused on customer satisfaction and first time resolution.
- Manage team scheduling, workload distribution, and resource planning to ensure consistent coverage.
- Conduct PDR's across the teams and support ongoing training and development.
- Oversee day to day customer operations across phone, email, live chat, and ticketing systems.
- Ensure SLAs, KPIs, and quality standards are met and continuously improved.
- Monitor ticket queues, response times, and escalation processes to maintain service excellence.
- Work closely with the team to ensure complex issues are resolved efficiently.
- Oversee the effective use of service desk tools, CRM systems, and live chat platforms.
- Produce regular reports on team performance, and operational metrics.
- Collaborate with the wider team to ensure accurate documentation, troubleshooting guides, and internal knowledge resources are maintained.
- Support new product launches by preparing the team with training, documentation, and readiness plans.
- Collaborate, and work closely with other departments across the business, such as the Sales and Engineering departments to ensure seamless support.
- Act as an escalation point for complex or sensitive customer cases, providing guidance and ensuring satisfactory resolution.
️Required Qualifications and Experience
- Proven experience of managing a full-service desk which includes customer and/or technical support teams, ideally within a fast paced or tech driven environment.
- Strong technical understanding or previous experience within a tech, energy, or consumer electronics environment
- Strong leadership skills with the ability to motivate, coach, and develop teams.
- Ability to manage performance and drive results without compromising team wellbeing or customer experience.
- Excellent communication, problem solving, and decision making skills.
- Comfortable handling escalations and guiding other team members through complex technical issues.
- Experience working with ticketing systems, CRM tools, and live chat platforms.
- Ability to analyse data and identify trends to produce clear performance reports to senior stakeholders within myenergi.
- Demonstrated ability to manage change, work cross functionally, and contribute to continuous improvement.
Our Core Values
- Positivity & Pride
- Open & Honest Communication
- Teamwork & Kindness
- Empowerment & Responsibility
What myenergi Offers You ️
- Free on site EV charging
- Private Medical Insurance
- Cycle to Work Scheme
- 25 days' holiday (increasing with service) + Bank Holidays
- Mental Health First Aiders across the business
- Career development and ongoing support
- Employee empowerment and autonomy
- ️ Free on site parking
- A positive, purpose driven working environment
- EV salary sacrifice scheme
- Birthday leave - because everyone deserves a day off for their birthday
- Long service awards
- Enhanced maternity and paternity pay
- Life Celebrations - vouchers for birth and marriage
- Employee Assistance Programme - a free, 24/7 UK based counselling helpline
myenergi is committed to being an equal opportunity, diverse and inclusive employer. We want a supportive and inclusive environment where our colleagues can reach their full potential without prejudice and discrimination. We are committed to a culture where respect and understanding is fostered, and the diversity of people's backgrounds and circumstances will be positively valued.