Customer Journey Lead
Location: Lee-on-the-Solent, Hampshire
Pay: £14.00 per hour
Hours: Full Time – Monday to Friday, 9:00am – 5:00pm
Office Based Role
Join OVO Solar & Heating South Coast
OVO Solar & Heating South Coast is one of the South Coast’s fastest-growing renewable energy companies, helping homeowners transition to cleaner, smarter energy solutions through Solar PV, Battery Storage, EV Charging and Air Source Heat Pumps.
We are looking for an organised, proactive and customer-focused individual to join our growing team as a Customer Journey Lead.
About the Role
This is not your typical admin position.
As our Customer Journey Lead, you will become the dedicated point of contact for customers after they have placed their order, helping guide them through their journey from deposit through to installation.
You will be responsible for ensuring every customer feels informed, supported and valued throughout the process. You’ll build relationships, proactively communicate updates, coordinate appointments and ensure customers never feel forgotten while waiting for their installation.
You will act as the key link between our customers and installation team, helping deliver a smooth and professional customer experience from start to finish.
Key Responsibilities
- Becoming the main point of contact for customers following deposit payment
- Building strong customer relationships throughout the pre-install journey
- Coordinating survey appointments and installation dates
- Proactively updating customers throughout the process
- Liaising with the installation team to coordinate projects
- Supporting customers awaiting DNO approvals and permissions
- Requesting and managing customer information and documentation
- Answering customer queries and coordinating technical responses where required
- Ensuring customers feel fully prepared ahead of installation day
- Maintaining accurate customer records within company systems
- Answering inbound office calls and supporting office communication
What We’re Looking For
We are looking for someone who is:
- Friendly, professional and confident communicating with customers
- Naturally organised and proactive
- Excellent at building rapport and relationships
- Calm under pressure and able to manage multiple priorities
- Passionate about delivering exceptional customer service
- Comfortable using systems and technology
Previous experience in customer service, office coordination, scheduling, administration or account management would be beneficial, but personality and attitude are just as important.
What This Role Is Not
This role focuses on the customer journey between sale and installation.
It does not involve:
- Sales or cold calling
- Technical surveying
- Installation work
- Aftercare complaints following completion
What We Offer
- £14.00 per hour
- Full-time, stable position
- Friendly and supportive team environment
- Full training provided
- Opportunity to play a key role in a growing business
- Genuine opportunity to make a difference to customer experience
If you enjoy organisation, building relationships and delivering an exceptional customer experience, we’d love to hear from you.
Pay: £14.00 per hour
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
Application question(s):
- This is a full-time office-based role in Lee-on-the-Solent, Monday–Friday, 9am–5pm. Are you fully comfortable with this arrangement?
- Briefly describe a time you provided excellent customer service or managed a customer relationship.
- This role involves proactively contacting customers, answering questions and building rapport over the phone. How confident are you speaking with customers?
- This role often involves juggling multiple customers, appointments and priorities at once. Can you give an example of how you stay organised?
- Why does this role appeal to you?
Work Location: In person
