Good Energy
Administrator (Solar PV Monitoring & Triage)
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Administrator (Solar PV Monitoring & Triage)
Application Deadline: 12 July 2026 Department: Solar Team – Desk Based Employment Type: Permanent – Full Time Location: Ringwood, Hampshire Reporting To: Christian Weir Compensation: £28,000 - £30,000 / year
About the Role
No day will be the same — here are some highlights:
We’re looking for an Administrator (Solar PV Monitoring & Triage) to act as the first specialist checkpoint for Solar PV technical issues—monitoring alerts and customer-reported faults, and ensuring every case reaches the right team with the right evidence.
This is part of our Solar PV support model. You won’t diagnose faults live with customers—instead, you’ll focus on structured triage, accurate information capture and proactive monitoring.
Responsibilities
Customer Contact & Case Management
- Act as the first point of contact for inbound Solar PV calls and emails, capturing customer symptoms, fault descriptions and supporting information accurately.
- Set customer expectations for scheduled technical callbacks.
Documentation
- Log all issues into a central ticketing system with clear notes, categories and next actions.
Triage & Escalation
- Complete structured first-stage triage without live diagnosis.
- Escalate technical cases to Solar PV Technical Support with clear evidence and context.
System Monitoring & Proactivity
- Review Solar PV production and monitoring platforms for alerts or underperformance.
- Proactively identify systems that are offline, underperforming or needing follow-up.
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Repair & Warranty Handling
- Route valid repair and warranty requirements to the Solar PV Repair Coordinator.
Evidence Collection
- Request and record useful supporting information (e.g., photos, screenshots, inverter messages, serial numbers, installation details).
Sales & Upselling Opportunities
- Identify potential revenue opportunities including:
- Monitoring fixes
- Servicing
- Repairs
- Upgrades
- Battery storage
- Inverter replacement
Ticket & Case Quality
- Maintain accurate, structured ticket records for seamless handover to the next team.
What You’ll Need to Succeed
You’ll bring an organised, customer-focused mindset and confidence working in a technical environment. You won’t need to be a Solar PV expert—just skilled in:
- Gathering accurate customer information
- Asking the right traige questions
- Following structured processes
- Knowing when to pass cases to technical support
Essentials
- Strong customer service experience across calls and emails.
- Excellent attention to detail and accurate note-taking.
- Confidence using CRM, ticketing or workflow management systems.
- Ability to follow structured triage questions and processes.
- Clear communication and setting realistic customer expectations.
- Proactive in spotting issues, alerts and opportunities.
- Strong time management for handling multiple tickets.
- A curious mindset and willingness to learn Solar PV systems and monitoring platforms.
- Commercial awareness to identify potential customer value-driven opportunities.
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Desirables
- Experience in Solar PV, renewables or the energy sector.
- Background in:
- Customer operations
- Technical support coordination
- Monitoring platforms or sales support.
Your Work Environment
Our head office is in Chippenham, Wiltshire, with additional offices/warehouses in Lincoln, Ringwood (Hampshire) and Kent. This role is based in Ringwood, Hampshire, with occasional travel (including overnight stays). Standard working hours: 40 hours per week, Monday to Friday.
Benefits You Can Rely On
🚀 Annual bonus – Rewarded on collective teamwork and company-wide delivery.
🌞 Holiday –
- 25 days annual leave
- Birthday leave
- Additional leave for long service
- Option to buy extra leave
- All UK bank holidays included
💰 Ethical Pension (Aviva-matched, up to 7.5% of base salary).
🧠 Employee Support –
- In-house Mental Health First Aiders
- YuLife Employee Assistance Programme for confidential support.
💵 Life Assurance (6x salary cash lump sum upon death to family/kin).
🌿 Greener Workplace –
- EV leasing scheme
- Cycle to work scheme
🎓 Development Opportunities –
- Good Learning platform: Access to online workshops, podcasts, videos, and articles.
- Embedded growth alongside role progression.
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