Administrator (Solar PV Monitoring & Triage) (m/w/d)

Job Description

We're looking for an Administrator (Solar PV Monitoring & Triage) to act as the first specialist checkpoint for Solar PV technical issues - monitoring alerts and customer-reported faults, and making sure every case reaches the right team with the right evidence.

This is the front door into our Solar PV support model. You won't be expected to carry out live technical diagnosis - instead, you'll focus on structured triage, accurate information capture and proactive monitoring.

Responsibilities

• Customer Contact: Act as the first point of contact for inbound Solar PV calls and emails, and capture customer symptoms, fault descriptions and supporting information accurately. Set customer expectations for scheduled technical callbacks.
• Documentation: Log all issues into a central ticketing system with clear notes, categories and next actions.
• Triaging: Complete structured first-stage triage without carrying out live diagnosis.
• System Monitoring: Review Solar PV production and monitoring platforms for alerts or signs of underperformance.
• Performance Monitoring: Proactively identify systems that appear offline, underperforming or in need of follow-up.
• Case Escalation: Escalate technical cases to Solar PV Technical Support with clear evidence and context.
• Repair & Warranty Coordination: Route validated repair, field visit or warranty requirements to the Solar PV Repair Coordinator.
• Evidence Collection: Request and record useful supporting information, such as photos, screenshots, inverter messages, serial numbers and installation details.
• Upselling: Identify potential revenue opportunities, including monitoring fixes, servicing, repairs, upgrades, battery storage or inverter replacement.
• Ticket Management: Keep ticket records accurate, structured and ready for the next team to act on.

What you'll need to succeed

We're looking for someone organised, customer-focused and confident gathering information in a technical environment. You don't need to be a Solar PV technical expert or diagnose faults live with customers - you'll need to ask the right questions, capture details accurately, follow triage processes and know when to pass cases on to Technical Support.

Essentials:

• Strong customer service experience across calls and emails.
• Excellent attention to detail and accurate note-taking.
• Confidence using CRM, ticketing or workflow management systems.
• The ability to follow structured triage questions and processes.
• Clear communication skills and the ability to set customer expectations.
• A proactive approach to spotting issues, alerts and opportunities.
• Good organisation and the ability to manage multiple tickets at once.
• A curious mindset and willingness to learn Solar PV systems and monitoring platforms.
• Commercial awareness and confidence identifying potential customer value opportunities.

Desirables:

• Experience in Solar PV, renewables or the wider energy sector.
• Background in customer operations, technical support coordination, monitoring platforms or sales support.

Your base of Operations: Office, warehouse, and beyond

Our head office is in Chippenham, Wiltshire, with additional offices and warehouses in Lincoln, Ringwood (Hampshire), and Kent. For this role, we're looking for candidates based in the Ringwood area. The position will involve some travel, including occasional overnight stays.

Our working hours are 40 a week, Monday - Friday.

Benefits you can rely on

🎁Annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.

🌞Holiday: 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. You'll also have the option to buy additional leave, allowing for a better work-life balance.

💸Ethical Pension with Aviva: Good Energy offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary.

🧠Look after mind and body: Workplace support from our team of Mental Health First Aiders. Employee Assistance Programme powered by YuLife, for confidential support with life's more difficult moments.

💰Life Assurance (a cash lump sum of 6X your salary for your family/next of kin)

🪴Greener for Good: EV leasing scheme and Cycle to work scheme

🎯Development opportunities: Good Learning platform that provides access to online learning and workshops, as well as hosting a range of podcasts, videos and articles, helping you grow your skills and knowledge.