AO
Customer Service Representative
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Job Overview
About The Role
At AO, we're bringing the brilliant customer experience we're known for into the world of Solar.
Solar is a big investment, and we know customers want confidence that they're making the right decision. That's where you come in.
As a Customer Service Representative, you'll be the friendly, knowledgeable voice guiding customers through their solar journey. From their first enquiry to installation and beyond, you'll build trust, answer questions and make everything feel simple and straightforward.
Our customers have already expressed an interest in solar, so It's about having great conversations, understanding what's important to each customer and helping them feel informed every step of the way. You'll explain products and processes in a way that's easy to understand, remove any uncertainty and make sure customers always know what happens next.
You'll manage your own portfolio of customers, keeping in regular contact, coordinating updates and delivering an experience that feels personal, seamless and genuinely helpful. Whether you're talking through system options, helping overcome concerns or providing updates on installations, you'll be there to make the process as smooth as possible.
If you've got experience in the solar industry, enjoy building relationships and thrive on turning complex topics into simple solutions, you'll fit right in.
Our people are our superpower, and we’re unstoppable when we’re together! We want your ideas to flow, and what better way to make that happen than being based onsite in our Bolton office 5 days a week, where our culture fuels creativity, collaboration and growth. If a £1 bet in the pub between two friends can become the UKs most trusted electrical retailer, imagine what else can be achieved when we’re together.
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Here's What You Can Expect To Be Doing
- You’ll be the trusted point of contact for customers throughout their solar journey, from initial enquiry through to installation and aftercare.
- The Expert explaining solar and battery solutions, quotations and recommendations in a clear, simple and jargon-free way, helping customers make informed decisions.
- You’ll manage a portfolio of customer cases, coordinating surveys, installations, DNO applications and key project milestones.
- Keeping customers informed every step of the way, providing regular updates, issuing key documentation and ensuring records remain accurate.
- You’ll be building strong relationships with customers, resolving issues proactively and delivering a seamless experience from start to finish.
- Working closely with Surveyors, Qualified Supervisors and installation teams to ensure every customer receives a smooth, joined-up service.
- Working 40 hours a week between 7am-8pm on a rotational shift basis Monday - Sunday.
A Few Things About You
- You'll have a strong understanding and experience of solar energy products, battery storage solutions and the end-to-end customer journey, with hands-on experience supporting customers through the solar journey.
- Have confidence discussing quotes, product recommendations and technical information with customers, translating complex concepts into simple, engaging conversations that build trust and confidence.
- You'll be skilled at creating long-lasting customer relationships, identifying customer needs and guiding decision-making through consultative conversations.
- Experienced in managing multiple customer cases, accounts or projects simultaneously.
- You'll be detail-oriented when handling customer information, applications, documentation and system updates, ensuring accuracy and a seamless customer experience.
- Patient and adaptable when dealing with changing circumstances, customer queries or operational issues, taking ownership to find solutions and keep projects moving forward.
- You’ll have that positive and proactive mindset with experience working towards customer service, quality, conversion or sales KPIs.
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A Bit About Us
When it comes to appliances and electricals, we’ve got the lot. Washing machines? Yep. TVs? Check. Laptops? Absolutely. Everything except doorbells (just kidding, we’ve got those too).
We’re known for helping our customers brilliantly - and it’s no different for AOers. We care about more than what’s on your CV, because together we can do extraordinary things.
Our Benefits
- Holidays: 25 days, plus bank holidays (increasing to 27 days after 2 years with us!)
- Pension: Contribute 5% of your annual salary and we'll do the same, giving you a little extra support for the future.
- Be a VIP at the AO Arena: we have loads of opportunities to win free tickets and pre-sale access!
- Health & wellbeing: discounted gym membership, an onsite spa and our Help @ Hand scheme giving you access to virtual GP’s, Mental Health support and much more.
- Discounts: exclusive discounts across our product range.
- Family leave: Enhanced Maternity, Paternity and Adoption leave.
- Making a difference: 2 fully paid days a year to donate your time to any charity of your choice.
- On site perks: start your day with free on site parking, grabbing a complimentary breakfast and a coffee at our subsidised Starbucks!
To see all our benefits and perks, visit our AO Benefits page.
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