Customer Care and Planning Manager
Leicester
Max Energy, established in 2015, is a leading provider of insulation solutions across various sectors including newbuild housing, social housing, and property management. Our commitment to quality service and expertise has made us a trusted partner for top housebuilders and property professionals.
Summary
The Customer Care & Planning Manager will take ownership of the post-sale customer journey, overseeing scheduling, issue resolution, and final installation stages. This role is critical in ensuring operational efficiency, high customer satisfaction, and effective coordination between internal teams and field engineers.
Key Responsibilities
Lead and manage the Planning, Customer Care, and 2nd Fix PV teams to deliver a high-quality, customer-focused service
Oversee scheduling and resource planning to maximise efficiency and minimise delays
Ensure timely and effective resolution of customer queries, complaints, and post-installation issues
Manage the 2nd Fix PV process, ensuring completion of installations to required standards
Monitor team performance against KPIs such as customer satisfaction, completion times, and quality metrics
Develop and implement process improvements to enhance the customer journey and operational efficiency
Collaborate with installation, sales, and technical teams to ensure smooth handovers and communication
Coach, develop, and support team members to drive engagement and performance
Maintain compliance with industry standards, health & safety, and company procedures
Produce regular reports on team performance, trends, and areas for improvement
Skills & Experience
Proven experience in a leadership role within customer service, planning, or operations
Strong organisational and scheduling experience, ideally in a field-based or installation environment
Experience managing multiple teams or functions simultaneously
Excellent problem-solving skills with a proactive approach to resolving issues
Strong communication and stakeholder management skills
Experience within renewable energy, construction, or home improvement sectors is highly desirable
Ability to analyse data and drive performance improvements
Comfortable working in a fast-paced environment
