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Job description

You will be responsible for leading the end-to-end customer journey for homeowners undertaking low-carbon heating and energy efficiency improvements. Acting as the primary point of contact, this role combines technical surveying, customer consultation, solution design, quotation preparation, project management and installation oversight to ensure every project is delivered safely, efficiently and to the highest quality standards. The role involves carrying out detailed in-home assessments to understand each property’s characteristics, identify suitable energy efficiency and low-carbon heating solutions, and develop tailored recommendations that meet the customer’s needs. You will prepare accurate quotations, clearly explain proposed solutions, and support customers throughout the decision-making process. Once a project is approved, you will coordinate and supervise the delivery of works by internal teams and specialist contractors, ensuring installations are completed in accordance with technical standards, programme requirements, health and safety legislation and customer expectations. Although the role is not expected to undertake installations directly, you should possess sufficient practical knowledge and experience to provide effective technical guidance, quality assurance and on-site supervision. The role is accountable for delivering an excellent customer experience from initial enquiry through to project completion, maintaining high standards of workmanship, ensuring compliance with relevant regulations and industry standards, and contributing to the successful growth of the organisation’s domestic low-carbon and energy efficiency services.

Responsibilities

• Undertake detailed domestic property surveys to assess suitability for energy efficiency and low-carbon heating improvements.
• Gather and record accurate technical data, measurements and property information
• Identify potential technical, operational or customer risks and develop appropriate solutions.
• Develop tailored recommendations and improvement plans based on survey findings.
• Prepare accurate quotations, specifications and scopes of work.
• Manage projects from approval through to completion.
• Develop project plans, coordinate resources and schedule installation activities.
• Provide technical supervision and support to installation teams and contractors.
• Monitor the quality of work undertaken and ensure compliance with company standards and industry best practice.
• Conduct post-installation inspections and resolve any defects or customer concerns.
• Manage the performance of contractors and specialist delivery partners
• Monitor workmanship, productivity, customer service and compliance standards.
• Deliver a high-quality customer experience from initial enquiry through to project completion.
• Address customer queries, complaints and issues in a timely and professional manner.
• Maintain accurate records of surveys, quotations, project progress and completed works.
• Prepare reports and provide management information as required.
• Identify opportunities to increase uptake of low-carbon and energy efficiency solutions.
• Contribute to the development of new services, processes and customer propositions.
• Keep up to date with emerging technologies, regulations, funding mechanisms and industry developments
• Establish, develop and maintain effective working relationships with colleagues, contractors and partner agencies to ensure an integrated contribution to Phoenix Energy’s corporate objectives.
• Comply with Health and Safety at Work policies and procedures and actively promote equality, diversity, inclusion and customer care in line with organisational aims and objectives
• Participate in learning and development activities that build personal effectiveness and support improved performance in the role.
• Undertake any other duties reasonably required, consistent with the level of responsibility of the post, to meet the changing needs of the organisation.

Skills and Qualifications

Essential Skills

• Full valid UK driving licence.
• Relevant vocational qualification (level 3 or above) in Plumbing & Heating, Mechanical Engineering, Building Services, Construction or a related discipline.
• At least 3 years experience in surveying domestic properties, installation of domestic hearing systems and energy efficiency measures, preparing technical quotations and specifications, supervising engineers and contractors
• Strong technical understanding of domestic heating systems and building fabric
• Excellent communication skills to include an ability to explain technical information clearly to non-technical customers
• Strong planning, organisational skills
• Ability to supervise installation teams and monitor quality standards
• Good commercial awareness and ability to prepare accurate quotations
• Competent in Microsoft Office and digital reporting

Desirable Skills

• Heat Pump Association or MCS related training
• Project Management Qualification
• Health & Safety Qualification
• Experience working within the domestic renewables sector
• Knowledge of low carbon heating units, solar PV and smart controls
• Understanding of SAP, EPC’s and domestic energy assessments