Aira
Customer Resolution Agent
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About Aira
We are a next-generation home energy champion. We passionately believe that creating smart, sustainable homes and a world-class working environment is our way to make a positive impact in the world.
Aira's mission is to advance the next generation of home energy solutions, creating intelligent, sustainable homes for a meaningful impact. Starting with innovative heat pumps, it will evolve into a comprehensive, intelligent clean energy-tech system, including dynamic electrical tariffs, cutting-edge home solar systems, and advanced battery storage solutions.
About the Role
At Aira, we believe every customer interaction is an opportunity to build trust. As a Customer Resolution Specialist, you will play a vital role in delivering exceptional customer experiences by taking ownership of complex customer enquiries, escalations, and formal complaints.
Sitting between the Customer Care Agent and Customer Care Team Leader, this specialist role is designed for experienced customer professionals who are passionate about resolving complex issues, building customer confidence, and delivering fair, timely, and customer-focused outcomes.
Working closely with Operational Teams, Technical Support, Planning, Design, and other key stakeholders, you will investigate customer concerns, co-ordinate resolutions, and identify opportunities to improve the overall customer journey. You will also act as a subject matter expert within the Customer Care team, supporting colleagues and helping to raise the overall standard of customer resolution across the business.
Responsibilities
Core Duties
- Take ownership of complex customer enquiries, escalations, and formal complaints from initial contact through to resolution.
- Investigate customer concerns thoroughly by reviewing customer history, technical information, and operational activity to establish the facts and determine the appropriate outcome.
- Deliver professional, empathetic, and solution-focused communication via written correspondence and verbal conversations.
- Build trust with customers by maintaining proactive communication, managing expectations, and providing regular updates throughout the resolution process.
- Ensure all customer interactions and case activity are accurately recorded in HubSpot and internal systems.
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Escalation Management
- Act as the first specialist point of escalation within Customer Care, supporting Customer Care Agents with complex customer cases.
- Manage a portfolio of formal complaints and escalated cases, ensuring they are progressed efficiently and resolved within agreed service levels.
- Collaborate with Planning, Design, Technical Support, Installation Operations, Finance, and other departments to achieve timely and effective customer outcomes.
- Provide additional support for vulnerable customers, tailoring communication to be compassionate and aligned with Aira's customer care standards.
- Identify root causes and recurring themes, sharing insights with the wider business to support continuous improvement and reduce repeat issues.
Continuous Improvement
- Support the development of customer care processes, knowledge articles, and best practice guidance.
- Share learning and coach Customer Care Agents to improve first contact resolution and complaint handling capability.
- Champion a culture of ownership, accountability, and continuous improvement across the Customer Care function.
Requirements
- Minimum of 3 years' experience in Customer Service or Customer Care.
- Proven experience managing complex customer complaints or escalated cases through to resolution.
- Excellent written communication skills, with experience producing professional customer correspondence.
- Experience using CRM systems such as HubSpot or equivalent.
- Experience within the renewable energy, utilities, home services, or other service-led industries is advantageous.
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Benefits
- £31,930 per year salary
- 25 days annual leave + bank holidays
- Health Cash Plan
- Reward Gateway (shopping discounts)
- Life insurance
- Hands-on experience in a fast-growing scale-up, with career advancement opportunities.
- Collaborate with diverse teams across international markets and launch products globally.
- Free onsite parking
- Hybrid role (Monday to Friday), with time split between our Manchester hub and working from home.
Aira encourages early applications as the role may close once the right candidate is found.
Why Join Aira?
At Aira, we’re transforming the future of home energy by making clean heating accessible to everyone—and you’ll play an essential role in delivering this vision.
As a Customer Resolution Specialist, you’ll:
- Protect our customer experience, resolving complex challenges with diligence and care.
- Influence positive change across the business by improving processes and elevating support standards.
- Develop specialist expertise while shaping a best-in-class Customer Care function.
This is an exciting opportunity for an experienced customer professional looking to take the next step in their career—and make a meaningful impact at a company shaping the future of clean energy.
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