Customer Care and Planning Manager

Customer Care and Planning Manager

Leicester - Office Based

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