Business Service Manager
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Job Description
Business Services Manager overseeing case management, operations support, and client success in solar service industry. Leading teams and ensuring high-quality service delivery to clients while maintaining operational efficiency.
Responsibilities:
- Provide team leadership across case management, escalations, and operational support functions
- Act as a central escalation point for customer or operational concerns, resolving issues promptly and professionally
- Make informed decisions independently while collaborating with peers and senior leadership
- Lead or participate in operational discussions, issue resolution, and stakeholder communications
- Support team members in their responsibilities, enabling autonomy with accountability
- Prioritise and manage high-risk client portfolios, including VIP, HSE, and ongoing issue escalations
- Ensure consistent communication and high-standard service delivery to clients
- Maintain oversight of team caseloads, documentation standards, and SLA performance
- Manage a team of case managers, providing coaching, feedback, and performance oversight
- Lead direct engagement with the Ombudsman, legal representatives, insurance providers, or external regulators as required
- Represent the business in formal written responses, case reviews, and resolution negotiations
- Provide oversight of new client onboarding through job creation, quote management, sales orders, and all communications
- Support escalation management across all teams — ensuring that escalated matters are resolved effectively while maintaining customer satisfaction
- Independently manage sensitive client conversations and coordinate with stakeholders to ensure escalation resolutions are timely, professional, and aligned with business needs
- Process creation / workflow around onboarding new client specific requirement including resourcing, licensing, site specific re liaising with customer, HSE department, tech resource. Planning/
- Manage staff responsible for scheduling and validation, offering support and troubleshooting assistance
- Facilitate inventory accuracy, stock availability, and timely dispatch
- Facilitate solar administrative duties such as PTC applications, metering tasks, ordering stock, and install validation
- Ensure efficient process coordination between operational functions and broader business requirements
- Responsible for meeting SLA targets in job scheduling and report delivery
- Ensures smooth installation operations through solar admin coordination
Requirements:
- 1-3 years of experience in customer service, case management or an operations environment
- Industry experience
- Working in a KPI and target environment
- Data Analytics
- Knowledge of compliance & regulatory requirements in the solar industry
- 3+ years of greater experience in managing a team
- Excellent organisational skill
- Able to operate in a fast pace, evolving environment
- Ability to work autonomously with a sense of urgency
- High level of attention to detail
- Exceptional customer service attributes, particularly the ability to communicate in a concise and polished and professional manner
- Identification and implementation of process improvement initiatives
- Managing a highly engaged and performing team
Benefits:
- Work-Life Flexibility: Opportunities to work remotely, with 20 days of paid time off annually (accrued) and 10 days of sick leave annually (accrued).
- Comprehensive Compensation: Competitive salary, performance bonuses, and equity stakes.
- Culture of Growth: A collaborative environment with mentorship and opportunities for career advancement.
- Inclusive Community: Global affinity groups, supportive policies, and a commitment to diversity, equity, and inclusion.
- Passionate team: We are mission-driven and believe in collaboration, mutual respect and trust.
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