Customer Resolution Agent

About Aira

We are a next-generation home energy champion. We passionately believe that creating smart, sustainable homes, and a world class working environment is our way to make a positive impact in the world.

At Aira, we believe every customer interaction is an opportunity to build trust. 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 Hub Spot 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.

• 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 Hub Spot or equivalent.
• Experience with in the renewable energy, utilities, home services or other service-led industries would be advantageous.

• £31,930 per year salary
• 25 days annual leave + bank holidays
• Health Cash Plan
• Reward Gateway (shopping discounts)
• Life insurance
• Gain hands‑on experience in a fast‑growing scale‑up, with career advancement opportunities.
• Collaborate with diverse teams across international markets and launch products globally.
• Free onsite parking
• This is a hybrid role, Monday to Friday, with time split between our Manchester hub and working from home.

At Aira, we're transforming the future of home energy by making clean heating accessible to everyone. As a Customer Resolution Specialist, you'll play a key role in protecting our customer experience, resolving complex challenges and influencing positive change across the business.

This is an exciting opportunity for an experienced customer professional looking to take the next step in their career, developing specialist expertise while helping shape a best‑in‑class Customer Care function.