Customer Support Manager in Cannock

We’re the global leader in providing energy solutions that help businesses grow and communities thrive. We work as a team and we’re proud of the difference we make to customers, to local communities, and towards a sustainable future for the world. We’re looking for a Customer Support Manager, based in Cannock, to lead our Customer Service, Fuel Planning, and Billing teams, driving operational excellence, improving working capital, and delivering exceptional customer satisfaction.

Here are some of the perks and rewards:

• Generous benefits package (including but not limited to pension plan, bonus scheme, and Life Assurance)
• Generous holiday entitlement, with option to ‘buy’ or ‘sell’
• A focus on continued personal development
• Paid time off work for volunteering in the community
• Access to our Employee Assistance Programme, which helps promote and support a healthy lifestyle

What you’ll do:

• Lead and develop high‑performing teams across customer service, billing, and fuel planning, fostering a culture of excellence, professionalism, and accountability.
• Drive improvements across the revenue cycle—enhancing customer experience, reducing billing delays, and supporting Group working capital targets.
• Service performance targets through improved processes, accuracy, and simplified workflows.
• Oversee the customer invoicing cycle, ensuring accuracy, reduced complexity, and a clearer end‑to‑end experience for customers.
• Strengthen data accuracy and operational consistency across task timeliness, credit handling, end‑of‑hire processes, and change order management.
• Manage the collection, analysis, and action‑planning of NPS results for the region, with a strong focus on detractor follow‑up and customer satisfaction improvement.
• Handle escalated customer issues and implement corrective actions using insights, trends, and best practices.
• Ensure efficient running of the customer centre, coordinating resources, systems, and processes to deliver seamless and exceptional customer experiences.
• Support hiring, onboarding, and development activities to ensure the function is appropriately staffed and trained for future success.

You’ll have the following skills and experience:

• Extensive leadership experience in Customer Service or Customer Support roles.
• Experience managing a billing team responsible for >$250m in annual revenue.
• Proven track record of improving customer satisfaction through customer-facing or contact‑centre operations.
• Strong proficiency in CRM systems such as Salesforce, Dynamics, Power BI, or similar.

We welcome people from different backgrounds and cultures, and respect people’s unique skills, attitudes and experiences. We encourage everyone to be themselves at work because we know that’s how we do our best, for each other, for our customers, for the communities where we work, and for our careers. We are an equal opportunity employer.