Customer Service & Operations Manager

About Sustain Electric Limited

Sustain Electric Limited is a rapidly growing solar installation company delivering over 100 solar installations every month across the UK. We are committed to providing high\-quality renewable energy solutions and exceptional customer service, helping homeowners and businesses reduce their energy costs and environmental impact.

As our business continues to grow, we are seeking an experienced and highly organised Operations \& Customer Success Manager to take ownership of the day\-to\-day operational delivery of our installation projects while ensuring an outstanding customer experience from start to finish.

The Role

This is a key leadership position within the business, responsible for ensuring that our installation operations run efficiently and effectively every day.

You will oversee engineer scheduling, installation planning, scaffolding coordination, parts and materials management, and customer communications, ensuring every project is delivered on time and to the highest standard.

The successful candidate will be the operational hub of the business, managing multiple moving parts simultaneously, proactively resolving issues, and ensuring jobs proceed as planned while maintaining excellent customer satisfaction.

This role is ideal for someone who thrives in a fast\-paced environment, enjoys problem\-solving, and can confidently manage both planned operations and reactive challenges.

Key Responsibilities

Day\-to\-Day Operations Management

• Take ownership of the daily operational delivery of all solar installation projects.


• Manage engineer schedules, workloads, and diary planning to maximise productivity and efficiency.


• Ensure installation jobs are fully prepared and ready to proceed as scheduled.


• Coordinate scaffolding contractors, suppliers, and installation teams to ensure projects remain on track.


• Monitor installation progress and proactively identify potential issues before they impact delivery.


• Manage reactive operational issues including engineer availability, weather\-related delays, customer requests, material shortages, and installation challenges.


• Reallocate resources and adjust schedules when unforeseen circumstances arise.


• Ensure all necessary documentation, equipment, and materials are in place prior to installation dates.


• Liaise closely with installation teams to ensure smooth communication and project execution.


• Maintain visibility of all active projects and ensure installation targets are achieved.

• Own the customer journey from post\-sale through to installation completion.


• Act as the primary operational contact for customers once projects have been scheduled.


• Provide regular updates and clear communication throughout the installation process.


• Resolve customer queries, concerns, and escalations in a professional and timely manner.


• Ensure customers receive a seamless and positive experience throughout their project.


• Monitor customer feedback and identify opportunities to improve service delivery.

• Manage relationships with scaffolding providers, suppliers, and subcontractors.


• Ensure scaffolding installations and removals are completed in line with project schedules.


• Coordinate deliveries of solar panels, inverters, batteries, mounting systems, and other equipment.


• Monitor stock levels and work with suppliers to minimise installation delays.

• Develop and improve operational processes to support business growth.


• Monitor operational performance and identify areas for efficiency improvements.


• Track and report on key operational metrics.


• Support senior management with planning, forecasting, and operational reporting.


• Contribute to the development of scalable systems and processes as the business continues to expand.

Essential Experience \& Skills

• Previous experience in an Operations Manager, Installations Manager, Service Delivery Manager, Customer Success Manager, or similar operational role.


• Experience coordinating field\-based engineers, installers, or technical teams.


• Strong diary management and scheduling experience.


• Excellent organisational and planning skills.


• Proven ability to manage multiple projects and priorities simultaneously.


• Strong problem\-solving skills with the ability to react quickly to changing situations.


• Excellent communication and customer service skills.


• Strong IT skills, including experience using CRM and scheduling systems.


• Ability to work under pressure and maintain attention to detail.

• Experience within solar, renewable energy, electrical, construction, utilities, or home improvement sectors.


• Understanding of installation project management.


• Experience working with subcontractors and external suppliers.


• Knowledge of operational KPI reporting and process improvement.

Benefits:

• Company pension


• Cycle to work scheme

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