Customer Resolution Agent, Aira
£31.9k
Clean energy tech for homes
Job no longer available
Clean energy tech for homes
501-1000 employees
Job no longer available
£31.9k
501-1000 employees
Company mission
To bring clean energy-tech to every home.
Role
Who you are
- Minimum of 3 years' experience in Customer Service or Customer Care
- Proven experience managing complex customer complaints or escalated customer cases through to resolution
- Excellent written communication skills, with experience producing professional customer correspondence
- Experience using CRM systems such as HubSpot or equivalent
- Experience within the renewable energy, utilities, home services or other service-led industries would be advantageous
What the job involves
- As a Customer Resolution Specialist, you will play a vital role in delivering exceptional customer experiences by taking ownership of complex customer enquiries, escalations and formal complaints
- Sitting between the Customer Care Agent and Customer Care Team Leader, this specialist role is designed for experienced customer professionals who are passionate about resolving complex issues, building customer confidence and delivering fair, timely and customer-focused outcomes
- Working closely with Operational Teams, Technical Support, Planning, Design and other key stakeholders, you will investigate customer concerns, coordinate resolutions and identify opportunities to improve the overall customer journey
- You will also act as a subject matter expert within the Customer Care team, supporting colleagues and helping to raise the overall standard of customer resolution across the business
- Take ownership of complex customer enquiries, escalations and formal complaints from initial contact through to resolution
- Investigate customer concerns thoroughly by reviewing customer history, technical information and operational activity to establish the facts and determine the appropriate outcome
- Deliver professional, empathetic and solution-focused communication through both written correspondence and verbal conversations
- Build trust with customers by maintaining proactive communication, managing expectations and providing regular updates throughout the resolution process
- Ensure all customer interactions and case activity are accurately recorded within HubSpot and internal systems
- Act as the first specialist point of escalation within Customer Care, supporting Customer Care Agents with complex customer cases
- Manage a portfolio of formal complaints and escalated cases, ensuring they are progressed efficiently and resolved within agreed service levels
- Work collaboratively with Planning, Design, Technical Support, Installation Operations, Finance and other departments to achieve timely and effective customer outcomes
- Provide additional support for vulnerable customers, ensuring communication is tailored, compassionate and aligned with Aira's customer care standards
- Identify root causes and recurring themes, sharing insight with the wider business to support continuous improvement and reduce repeat issues
- Support the development of customer care processes, knowledge articles and best practice guidance
- Share learning and coaching with Customer Care Agents to improve first contact resolution and complaint handling capability
- Champion a culture of ownership, accountability and continuous improvement across the Customer Care function
Our take
Furnaces and air conditioners used in many homes are massive greenhouse emitters, which is a significant problem for our climate. Meet Aira, who are manufacturing and selling energy-efficient and climate-friendly alternatives. It’s not just energy efficiency that is driving the heat pump market; heating cost reductions of up to 40% paired with CO2 emission reductions of up to 75% combine to make air source heat pumps much better value for money.
Aira’s heat pump technology is infused with software that allows it to adapt and regulate to the unique environments in which it’s installed. Affordable payment plans are just another incentive to switch to a cleaner energy source.
Aira’s focus at present is the European market. Its 2024-raised €64M is being used to accelerate the production of Aira pumps in Poland-based plants, whilst focusing its expansion efforts on Germany, Italy and the UK. The substantial capital raised is also being used to help the company develop new products and services for its customers.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Aug 2025
$172m
GROWTH EQUITY VC
Oct 2024
$72.3m
SERIES B
Total funding: $410.6m
Company HQ
Norrmalm, Stockholm, Stockholms län
Leadership
Daniel Särefjord
(Group CCO)Previously General Manager at Vargas Holding, Managing Director at Verisure, Securitas and Head of Consumer Marketing at Telenor Sverige AB.
Anthony Loizeau
(Group CEO)Prior to Aira, Anthony spent 11 years at Securitas Direct by Verisure as the CEO of LATAM and Nordics Cluster.
Kaj af Kleen
(CPO & CTO)Previously an Advisor at Goodwall and CTO at Modern Times Group and Viaplay.
Salary benchmarks
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