About Installio

Installio is building the platform powering the next generation of clean energy installations across the UK. We work with leading energy brands including E.ON, Octopus, Good Energy, Aira and So Energy to deliver heat pumps, solar and home electrification to homes across the country.

There has never been a more exciting time to join the renewables industry. Demand for low carbon heating is growing fast and we are right at the centre of it. We are scaling quickly and building something that genuinely matters.

At Installio, we keep things simple. We communicate clearly, avoid jargon, and focus on being genuinely helpful. For many customers, this is a big and sometimes overwhelming decision. Our job is to make the experience feel easy, transparent and well supported from start to finish.

The Role

We’re looking for a Customer Liaison Officer to take ownership of the customer journey from the moment a customer signs with us, right through to installation and beyond.

This is a busy, customer facing role where no two days look the same. You’ll be speaking to customers throughout the day, managing multiple installs at different stages, and handling a steady flow of questions, updates and requests. You will be the main point of contact for your customers. The person who keeps them informed and makes sure they feel looked after from start to finish.

A big part of this role is being on the phone. You need to enjoy talking to people, building rapport quickly, and putting customers at ease. For many of our customers, this is a big investment and not something they fully understand yet. Your role is to guide them through it, answer their questions, and make the whole experience feel clear and manageable.

You’ll also spend part of your time supporting the operations team with some administrative tasks and paperwork that keeps each install running smoothly. This includes pre-install and post-install documentation to make sure customers have everything they need before and after their installation, and that the experience feels well organised and well supported.

You’ll work closely with our operations, design and installation teams, using our in house operations system and Intercom to keep everything organised, respond quickly to customers, and make sure nothing gets missed.

It can be fast paced and at times challenging, but it’s also a role where you can make a real difference to how customers experience Installio.

What You’ll Do

Take ownership of a portfolio of customers from the point they sign through to aftercare
Speak to customers every day via phone, email and chat, answering questions and keeping them updated
Build strong relationships with customers so they feel supported, heard and confident throughout their journey
Help customers get ready for their installation by explaining timelines, next steps and what to expect
Provide administrative support to the operations team for installs making sure customers have everything they need before and after installation
Keep on top of a high volume of requests, balancing multiple customers and priorities at once
Work closely with internal teams to make sure each installation runs smoothly and on time
Spot potential issues early and take action before they become bigger problems
Handle challenges and complaints calmly and professionally, always focusing on a good outcome for the customer
Keep all customer and job information up to date in our operations management system
Support customers after installation, making sure any follow up questions or issues are resolved properly
Take real ownership of problems and see them through to resolution
Look for ways to improve how we support customers and how the journey works overall

What We’re Looking For

A natural communicator who is friendly, confident and easy to talk to
Someone who genuinely cares about delivering a great customer experience
Strong organisation and attention to detail
Comfortable managing multiple customers and tasks at once
Confident using systems and tools, or quick to learn
A proactive mindset and someone who takes ownership
Experience in customer support, operations or coordination roles
An interest in renewable energy is a bonus but not essential

Why Join Installio

We are solving one of the UK’s biggest challenges, scaling the transition to low carbon homes.

You will be joining a fast growing climate tech company working with some of the biggest names in energy.

We are a small team, but growing, team which means you will have real ownership, real responsibility and the chance to make a genuine impact. This is a place where you can grow quickly and shape how things are done.

Benefits

Equity options in Installio
25 days holiday plus bank holidays
Gym membership
Hybrid working with 2-3 days in our Elephant & Castle office

Customer Support Specialist