Technical Requirements

• Working knowledge of renewables project and O&M activities (e.g., PV, BESS, EV) and typical operational, warranty, and compliance considerations.
• Understanding of contract delivery models and commercial terms (scope, assumptions, exclusions, SLAs/KPIs, variations, and change control).
• Confidence reviewing technical reports and translating findings into customer actions (e.g., remedials, lifecycle replacement, optimisation upgrades).
• Experience coordinating subcontractors/suppliers (rates, scope, performance, and resolution of defects/issues).
• Working knowledge of site documentation and safe systems of work (RAMS, permits, site inductions, incident reporting) as applicable.
• Desirable: familiarity with common forms of contract (e.g., NEC / JCT / FIDIC) and principles of early warnings, compensation/change events, and dispute avoidance.

Training & Certifications

• Contract and commercial management training (formal or on-the-job).
• Customer service and escalation management training.
• QHSE training (RAMS awareness, incident reporting, and safe systems of work).
• Desirable: NEC/JCT/FIDIC short course and/or renewables awareness training (PV / BESS / EV / O&M).

Key Responsibilities

1. Customer & Account Management

• Be the day-to-day contact for a defined portfolio of renewables customers, managing expectations and service experience.
• Build trusted relationships with client stakeholders (operations, estates, energy, procurement) and maintain a clear communication cadence (updates, actions, and reporting).

2. Quoting, Variations & Commercial Control

• Prepare and submit quotations for additional works, remedials, call-off tasks, and upgrades, ensuring clear scope, assumptions, and exclusions.
• Secure internal approvals in line with delegated authority and protect margin through accurate cost build-ups.
• Maintain disciplined change control from quote to order to completion, ensuring variations are correctly recorded and invoicing-ready.

3. Escalations & Issue Resolution

• Own customer and supplier escalations end-to-end, coordinating investigations and corrective actions with project managers and delivery teams.
• Communicate clearly with clients on status, next steps, and timeframes; reset expectations where required.
• Capture lessons learned and implement preventative actions to reduce recurrence and protect client satisfaction.

4. Communication with Delivery Teams & Project Managers

• Ensure effective handover of scope, programme, constraints, and customer requirements from commercial to delivery.
• Facilitate internal coordination and governance (actions, risks, and decisions) to keep works on track and communications consistent.
• Support project managers with customer-facing updates, documentation, and contractual correspondence.

5. Organic Growth & Trusted Advisor Approach

• Proactively identify opportunities within existing contracts (e.g., remedials, lifecycle replacements, additional sites, monitoring improvements, capacity upgrades).
• Use client insight, performance data, and operational feedback to propose value-led solutions and new scopes of work.
• Support renewals and retention by ensuring high-quality service, transparent communication, and consistent delivery.

Common Requirements

• End-to-end contract administration: maintaining accurate contract/job files, documentation for handover and invoicing, and auditable records of communications and actions.
• Strong customer and stakeholder management: interpreting requirements, providing clear updates, attending meetings, and maintaining long-term relationships.
• Escalation/complaints handling: ownership of issues through to resolution, with professional communication and clear corrective actions.
• Change control and variations: disciplined management of changes from identification/notification through quotation, approval, delivery, and commercial close-out.
• Supplier/subcontractor interface: coordinating performance, negotiating rates/terms where required, and resolving defects or delivery issues.
• Commercial and performance governance: tracking costs/margins, contract KPIs/SLAs, and producing routine performance reporting.
• Contract form awareness (often NEC/JCT/FIDIC depending on client type): understanding early warnings, change events/variations, and dispute avoidance principles.
• H&S and compliance documentation expectations: supporting safe systems of work (RAMS) and site/client requirements alongside delivery teams.

Required Qualifications and Attributes

• Customer-first mindset with the confidence to lead difficult conversations and resolve issues.
• Commercially minded, disciplined with scope control, and comfortable balancing risk, margin, and service.
• Highly organised with strong attention to detail and follow-through.
• Strong communicator who can work effectively with engineers, project managers, and senior client stakeholders.
• Proactive and solutions-led, with a desire to improve processes and grow accounts organically.

Key Objectives in the First 12 Months

• Take ownership of assigned client portfolio, establishing clear communication routines and stakeholder maps.
• Deliver consistent, accurate quoting with robust scope definitions and strong conversion rate from quote to order.
• Reduce response time and improve resolution quality for escalations through structured triage and action tracking.
• Improve internal handover quality between commercial and delivery functions, reducing rework and customer dissatisfaction.
• Generate measurable organic growth within existing clients by identifying and converting additional scope opportunities.

KPIs

• Quote turnaround time and accuracy (rework/clarification rate).
• Quote-to-order conversion rate and gross margin performance on variations/additional works.
• Customer satisfaction and escalation resolution timeframes.
• Handover quality (delivery team feedback, reduced scope disputes, fewer preventable delays).
• Value of organic growth delivered within existing accounts (pipeline and won work).