CUSTOMER AND COMPLIANCE MANAGER

Compliance and Operations Manager Company: Ecosave BG Location: Leicester Job type: Full-time, Part time, permanent Salary: 26000 Working hours: Monday to Friday Important information for applicants Previous experience within ECO4 is not essential, as full training will be provided. We welcome applications from recent university graduates. Your degree does not need to be in a specific subject, provided you are organised, confident communicating with customers and willing to learn about the ECO4 and domestic retrofit industry. Applicants who already hold a Retrofit Assessor qualification are welcome to apply. However, candidates without the qualification will still be considered. For the right candidate, Ecosave Boiler Grants Ltd will pay for the required Retrofit Assessor course and qualification. We are particularly interested in applicants who have previous experience in: • Customer service or customer journey management • Compliance administration • Document checking and quality assurance • Operations or project coordination • Appointment scheduling • Managing customer enquiries or complaints About Ecosave BG Ecosave BG delivers energy-efficiency improvements to residential properties through government-backed schemes, including ECO4. Our work includes boiler replacements, first-time central heating systems, heating controls, insulation and other energy-efficiency measures. We are looking for a motivated and organised individual to join our team and help manage the compliance, customer journey and day-to-day operations of our ECO4 projects. The role The Compliance and Operations Management role will be responsible for helping manage each customer and project from the initial eligibility stage through to survey, installation, submission and aftercare. The successful candidate will communicate with customers, surveyors, installers, Retrofit Coordinators and funding partners to ensure that jobs progress efficiently and that all required evidence and documentation are collected. You will also review job files, check installation evidence, arrange appointments, maintain company systems and assist with audits and remedial works. This is a varied position suited to someone who is highly organised, confident speaking with customers and comfortable taking responsibility for several live projects at the same time. Main responsibilitiesCompliance and submissions • Check customer eligibility information and data-match results. • Review pre-installation documents and evidence. • Check Retrofit Assessments, EPCs, surveys and supporting information. • Review installation photographs to ensure the required evidence has been provided. • Collect Benchmark documents, handover forms, guarantees and compliance certificates. • Identify missing, incorrect or incomplete information. • Chase surveyors, installers and other parties for outstanding evidence. • Prepare completed job files for funder submission. • Maintain accurate digital records and audit trails. • Track submitted jobs and respond to funding queries. • Assist with TrustMark and funder audits. • Record non-compliances and help coordinate remedial works. • Ensure internal compliance checklists are followed correctly. • Escalate technical or compliance concerns to the appropriate manager or Retrofit Coordinator. Customer journey management • Contact customers following receipt of their application or referral. • Explain the survey and installation process clearly. • Arrange Retrofit Assessments, technical surveys and installations. • Send appointment confirmations and reminders. • Keep customers updated throughout the process. • Respond to customer enquiries by telephone, email and message. • Manage appointment changes, cancellations and access issues. • Chase customers for missing information or documents. • Conduct aftercare calls following completion of the installation. • Record complaints and ensure they are escalated or resolved appropriately. • Arrange access for remedial visits where required. • Maintain a professional and positive customer experience. Operations coordination • Update the company CRM and job-management systems. • Track each project from initial lead through to completion and payment. • Coordinate with Retrofit Assessors, surveyors, engineers and Retrofit Coordinators. • Prepare weekly survey and installation schedules. • Confirm that each job is ready before an appointment is booked. • Monitor progress against company deadlines. • Identify delays and take action to move jobs forward. • Help allocate work to surveyors and installation teams. • Ensure the correct documents and information are available before installation. • Support management with weekly job reports and operational updates. • Help improve company systems, checklists and working procedures. Retrofit Assessment duties Applicants who already hold the relevant qualification, or who successfully complete the company-funded course, may also be responsible for: • Visiting residential properties to complete Retrofit Assessments. • Completing property condition assessments and occupancy assessments. • Producing floor plans and collecting property measurements. • Recording existing heating, insulation and ventilation arrangements. • Identifying visible damp, condensation, defects and ventilation concerns. • Taking the required property photographs. • Completing assessment reports accurately. • Uploading assessment evidence to the relevant systems. • Communicating any concerns to the Retrofit Coordinator and operations team. Retrofit Assessment responsibilities will only begin once the employee has obtained the required qualification and has been assessed as competent. Essential requirements • A university degree in any subject, or relevant work experience. • Strong customer-service and communication skills. • Excellent organisation and attention to detail. • Confidence speaking with customers over the telephone. • Strong written communication skills. • Ability to check documents carefully and identify missing information. • Ability to manage several live customers and projects simultaneously. • Good computer skills, including Microsoft Office, Google Sheets and email. • Willingness to learn ECO4, PAS 2035 and TrustMark processes. • Ability to follow detailed procedures and compliance checklists. • Professional, reliable and able to take responsibility for assigned work. • Right to work in the United Kingdom. Candidates who do not hold the Retrofit Assessor qualification must be willing to complete the company-funded course. A full UK driving licence will be required where the position includes property visits and Retrofit Assessments. Desirable experience Previous ECO4 experience is not required. However, experience in any of the following would be advantageous: • Customer service • Customer journey management • Compliance management or administration • Quality assurance • Operations coordination • Project administration • Call-centre or telephone-based customer support • Scheduling appointments • Handling customer complaints • Reviewing documents and evidence • Property, housing, construction or energy efficiency • Using a CRM or job-management platform • Microsoft Excel or Google Sheets • Working within a regulated industry • Retrofit Assessment, Domestic Energy Assessment or EPC work Personal qualities We are looking for someone who is: • Highly organised and methodical. • Confident and professional when speaking with customers. • Comfortable chasing customers, surveyors and installers for information. • Able to remain calm when appointments or installations change. • Careful when reviewing documents and photographs. • Willing to learn a new and specialist industry. • Proactive and able to solve problems. • Reliable and able to meet deadlines. • Comfortable taking responsibility for their own workload. • Able to work independently and as part of a team. • Interested in progressing within compliance, operations and domestic retrofit. Training and development The successful candidate will receive training covering: • ECO4 customer eligibility and data matching. • The complete ECO4 customer journey. • Pre-installation and post-installation evidence requirements. • Funder submission processes. • TrustMark and PAS 2035 requirements. • Installation photographs and document checking. • Audit and remediation procedures. • Customer service and complaint management. • Company CRM, Google Sheets and internal systems. • Retrofit Assessment, where applicable. For the right candidate, Ecosave Boiler Grants Ltd will fund the Retrofit Assessor course and qualification. Career progression This role provides opportunities to progress into positions such as: • Senior Compliance and Operations Manager • ECO4 Compliance Manager • Operations Manager • Retrofit Assessor • Customer Journey Manager • Quality Assurance Manager • Retrofit Coordinator, subject to completing the relevant Level 5 qualification As the company grows, the successful candidate may also have the opportunity to supervise administrators, assessors and other members of the compliance team. Benefits • Company-funded Retrofit Assessor qualification for the right candidate. • Full ECO4 and retrofit-industry training. • Practical experience working on live projects. • Long-term career progression. • Company pension. • Paid annual leave. • Mileage or travel expenses for authorised site visits. • Additional professional-development opportunities. Application process Applicants should submit a CV and a short covering statement explaining: • Their university degree or previous work experience. • Any customer-service, compliance or operations experience. • Why they are interested in the ECO4 and retrofit industry. • Whether they already hold a Retrofit Assessor qualification. • Why they believe they would be suitable for a customer-focused and compliance-based position. Ecosave BG is an equal opportunities employer. Pay: Up to £28,800.00 per year Benefits: • Company pension • Free parking Work Location: In person