Service & Warranty Lead

Putting the ‘i’ into British Innovation.

Putting the ‘i’ into Inventing the Future.

Putting the ‘i’ into Inspiring Change.

myenergi is a growing global clean‑tech manufacturer dedicated to removing the barriers to a greener future. Known for our award‑winning zappi EV charger and our intelligent home energy management ecosystem, we empower customers to control, store, and optimise their self‑generated energy.

With an expanding international presence and ambitious plans for continued global growth, we’re shaping the future of smart, flexible homes, leading innovation in solar, EV, and battery technology to create a cleaner, more sustainable future for all.

⚡️Role Summary:

The Service & Warranty Associate supports customers, installers and partners when a myenergi product requires warranty assessment, replacement, repair, parts, return or an engineer visit.

You will own cases from the first service or warranty contact through to completion. You will gather evidence, check eligibility, arrange the agreed outcome and keep the customer informed throughout the process.

You will work across telephone, email and ticket-based channels using approved Customer Care systems. You will maintain accurate records, follow delegated authority and escalate complex or disputed cases to the Service & Warranty Lead.

The role requires clear communication, strong organisation, attention to detail and a practical interest in myenergi products and customer service.

⚡️Key Responsibilities:

Customer Contact and Case Ownership

• Respond to customers, installers and partners through telephone, email, Zendesk and other approved channels.

• Take ownership of allocated service and warranty cases through to resolution.

• Explain the process, required evidence, expected timescales and next steps clearly.

• Provide updates when an action, delivery, appointment or decision is delayed.

• Manage several active cases while maintaining accurate priorities and follow-up dates.

• Confirm agreed actions are complete before closing the case.

• Resolve first-point dissatisfaction where possible and escalate complaints through the correct route.

Warranty Assessment and Administration

• Gather the information needed to assess a claim, including serial number, proof of purchase, installation details, photographs, diagnostics and customer history.

• Check warranty eligibility against current myenergi terms and approved guidance.

• Record the reason for the decision and supporting evidence within the customer case.

• Arrange approved replacements, repairs, parts, engineer visits or other agreed remedies within delegated authority.

• Explain out-of-warranty outcomes, exclusions and available options clearly and professionally.

• Escalate disputed, complex, unusual or high-value cases to the Service & Warranty Lead.

• Do not make financial, warranty or goodwill commitments outside delegated authority.

Service Coordination

• Book engineer visits and other service activity using approved systems and processes.

• Check customer, installer, product and site information before confirming a booking.

• Coordinate replacement products, parts, deliveries, collections and returns.

• Monitor appointments, failed deliveries, returned items and outstanding actions.

• Liaise with customers, installers, field service partners, Logistics, Finance and Technical Support where required.

• Ensure handovers are complete and give the next team enough information to act without avoidable delay.

• Support the return of faulty products and components for investigation, refurbishment or stock control.

Customer Experience and Complaint Resolution

• Communicate with a professional, clear and empathetic tone.

• Set realistic expectations and avoid promises which have not been approved or confirmed.

• Recognise when a customer needs additional support or a reasonable communication adjustment.

• Manage difficult conversations calmly and seek support where customer behaviour becomes abusive or threatening.

• Resolve first-point complaints within role authority and record the outcome accurately.

• Escalate formal complaints, safety concerns, vulnerable customer risks and serious service failures promptly.

• Protect customer information and obtain consent where required.

Systems, Records and Compliance

• Use Zendesk, Aircall, Calendly, installer .com and other approved Customer Care tools correctly.

• Apply the correct ticket fields, tags, statuses, booking information and warranty outcomes.

• Maintain accurate records of customer commitments, approvals, deliveries, appointments and returns.

• Follow warranty, complaints, consent, data protection, product safety and escalation procedures.

• Use approved templates, knowledge resources and standard operating procedures.

• Escalate system faults, missing information, recurring product concerns and process risks.

Cost Awareness and Continuous Improvement

• Choose the approved resolution which meets customer needs without creating avoidable cost.

• Support the recovery of faulty products, unused parts and replacement stock.

• Identify repeat issues, unnecessary hand-offs, unclear guidance and barriers which delay resolution.

• Share customer and colleague feedback with the Service & Warranty Lead and Customer Care Operations team.

• Support testing and adoption of revised tools, processes and customer communications.

• Attend training and maintain current knowledge of myenergi products, warranty terms and service processes.

⚡️Required Qualifications and Experience:

Experience

• Experience in customer service, administration, scheduling, warranty, logistics, technical support or a related role is desirable.

• Experience communicating with customers by telephone and in writing is desirable.

• Experience using CRM, ticketing, booking or order management systems is desirable.

• Experience managing several tasks or cases with different deadlines is desirable.

• Full role and product training will be provided.

Skills and Competencies

• Clear written and verbal communication.

• Strong customer care and listening skills.

• Good organisation, prioritisation and follow-up.

• Strong attention to detail and accurate record keeping.

• The ability to follow policy and recognise when approval or escalation is required.

• Calm and professional complaint handling.

• The ability to learn product, warranty and service processes.

• Confidence using several systems while speaking with a customer.

• A practical approach to problem-solving and continuous improvement.

Measures of Success

• Cases are accurate, complete and progressed within agreed timescales.

• Customers receive clear ownership, updates and realistic expectations.

• Warranty evidence and decisions are recorded correctly.

• Replacements, parts, bookings, deliveries and returns are arranged accurately.

• Outstanding actions and ageing cases remain controlled.

• Quality, productivity and customer satisfaction meet agreed expectations.

• Escalations contain complete information and follow the correct route.

• Avoidable cost, repeat contact and preventable rework reduce over time.

Our Values:

At myenergi, our values guide how we work every day

⚡Bold – Push for better

• Challenge the norm and set new standards

• Try new ideas and learn fast

• Focus on progress, not perfection

• Speak up, even when it's hard

🌟Empowered – Own the outcome

• Take responsibility for your work and results

• Make informed decisions

• Welcome challenge and give it respectfully

• Put customers first

🤝United – Work as one

• Collaborate and share openly

• Communicate clearly and honestly

• Support each other

• Think beyond your own team

🌱Purposeful – Do work that matters

• Consider the impact of your decisions

• Help customers save money and cut carbon

• Build technology that is made to last

• Deliver value through continuous improvement

What myenergi Offers You⚡️

🚗 Free on‑site EV charging

🩺 Private Medical Insurance

🚴 Cycle to Work Scheme

🌴 25 days’ holiday (increasing with service) + Bank Holidays

💚 Mental Health First Aiders across the business

📈 Career development and ongoing support

🤝 Employee empowerment and autonomy

🅿️ Free on‑site parking

🌟 A positive, purpose‑driven working environment

🚘 EV salary sacrifice scheme

🎉 Birthday leave – because everyone deserves a day off for their birthday

🕊️ Life Assurance - death in service

🏆 Long service awards

👶 Enhanced maternity and paternity pay

💌 Life Celebrations – vouchers for birth and marriage

📞 Employee Assistance Programme – a free, 24/7 UK‑based counselling helpline

myenergi is committed to being an equal opportunity, diverse and inclusive employer. We want a supportive and inclusive environment where our colleagues can reach their full potential without prejudice and discrimination. We are committed to a culture where respect and understanding is fostered, and the diversity of people’s backgrounds and circumstances will be positively valued.