At a Glance
- Tasks: Design and deliver customer engagement strategies to enhance satisfaction and improve the gas connection journey.
- Company: Join a growing energy firm focused on customer experience and operational excellence.
- Benefits: Market-leading salary, company car, 25% bonus, and private medical insurance.
- Other info: Collaborate cross-functionally and lead initiatives that make a real impact on customer experience.
- Why this job: Be the voice of the customer and drive meaningful change in a dynamic environment.
- Qualifications: 3+ years in a senior operational role with strong analytical and communication skills.
The predicted salary is between 60000 - 75000 € per year.
Artemis Human Capital are exclusively recruiting for a newly created role within a growing Energy firm. Reporting to the Director of Business Development, the Customer Experience Manager is responsible for designing and delivering customer engagement strategies that enhance satisfaction, build trust, and improve the end-to-end gas connection journey for customers within a regulated network environment. The role ensures customers and stakeholders receive timely, clear, and compliant communications, particularly during connections activity, service interruptions, and emergency events. A key focus is delivering a consistent and transparent customer experience aligned to regulatory and operational requirements. A strong emphasis is placed on continuous improvement, operational effectiveness, and customer advocacy.
Acting as the voice of the customer, the postholder will work cross-functionally with Engineering, Marketing, and Regulatory teams, using customer insight, complaints data, and performance metrics to improve the customer journey. This includes reducing complaints, enhancing communication clarity, strengthening safety messaging, improving transparency, and supporting regulatory and performance commitments.
On Offer
- Market leading salary
- Company Car
- 25% bonus
- Private Medical
Key Responsibilities
- Customer Engagement Strategy & Experience Improvement
- Act as a customer champion across operational and field-based teams
- Provide leadership and direction for customer engagement and communications activity
- Oversee Customer Service operations across the full gas lifecycle, including connections, maintenance, and replacement services
- Manage Energy Advisors in the delivery of network connection activity and associated customer interactions
- Collaborate with Marketing teams to design and deliver connection campaigns and customer communications informed by insight and data
- Engage with installers, suppliers, contractors, and local authorities involved in gas infrastructure projects
- Identify and address recurring service issues such as delays, access challenges, and communication gaps
- Customer Insight, Complaints & Continuous Improvement
- Monitor customer satisfaction, Net Promoter Score, complaints trends, and service performance metrics to drive improvement
- Ensure compliance with regulatory requirements including Utility Regulator, Consumer Council, and HSENI standards
- Support reporting for Guaranteed Standards of Service (GSS), service quality, and compensation schemes
- Manage complex or high-priority customer cases, including vulnerable customers and business-critical users
- Ensure accurate documentation and evidence is maintained for audit and compliance purposes
- Digital & Process Improvement
- Support and/or lead implementation of customer-facing systems and digital tools, including CRM enhancements such as:
- Appointment scheduling improvements
- Online tracking of connection progress
- Call handling systems
- Complaints management systems
- Drive end-to-end process improvements across customer journeys, documentation, and operational handovers
Essential Experience & Skills
- Minimum 3 years experience in a senior operational, commercial, or service transformation role within a complex or regulated environment
- Proven track record of delivering operational improvements that enhance efficiency and customer outcomes
- Strong experience in continuous improvement using customer insight, complaints data, and performance metrics
- Analytical mindset with strong CRM capability and proficiency in Microsoft Office applications
- Experience leading or coordinating multi-disciplinary teams to deliver consistent service and commercial outcomes
- Ability to act as a senior customer advocate, balancing customer experience with commercial and regulatory priorities
- Strong communication and stakeholder management skills, with experience driving change and embedding new ways of working
- Full UK driving licence
Contact Nicky Strutt
Customer Experience Manager - Energy JBLE1_NI in Antrim employer: Artemis Search & Selection Limited
Artemis Human Capital offers an exceptional work environment for the Customer Experience Manager role, situated within a dynamic and growing Energy firm. Employees benefit from a market-leading salary, a company car, and a generous 25% bonus, alongside private medical coverage. The company fosters a culture of continuous improvement and collaboration, providing ample opportunities for professional growth while prioritising employee well-being and customer advocacy.
Contact Detail:
Artemis Search & Selection Limited Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager - Energy JBLE1_NI in Antrim
✨Tip Number 1
Network like a pro! Get out there and connect with people in the energy sector. Attend industry events, join relevant online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to customer experience and operational improvements. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you showcase your skills and experiences effectively.
✨Tip Number 3
Showcase your passion for customer advocacy! During interviews, share specific examples of how you've improved customer journeys or resolved complaints. This will demonstrate that you’re not just about numbers but genuinely care about enhancing customer satisfaction.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got some fantastic opportunities waiting for you, and applying directly can sometimes give you an edge. Plus, it shows you’re keen and proactive about joining our team!
We think you need these skills to ace Customer Experience Manager - Energy JBLE1_NI in Antrim
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience Manager role. Highlight your experience in customer engagement strategies and operational improvements, as these are key to what we’re looking for.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve improved customer satisfaction or streamlined processes in previous roles. We love seeing measurable results!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language that reflects your understanding of the role and the energy sector. We appreciate clarity!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at Artemis Search & Selection Limited
✨Know Your Customer Engagement Strategies
Before the interview, brush up on various customer engagement strategies, especially those relevant to the energy sector. Be ready to discuss how you would design and deliver these strategies to enhance customer satisfaction and trust.
✨Showcase Your Analytical Skills
Prepare examples that demonstrate your analytical mindset. Discuss how you've used customer insight, complaints data, and performance metrics in previous roles to drive continuous improvement and operational effectiveness.
✨Communicate Clearly and Confidently
Since strong communication is key for this role, practice articulating your thoughts clearly. Use specific examples from your past experiences to illustrate how you've managed customer communications during service interruptions or emergencies.
✨Demonstrate Cross-Functional Collaboration
Be ready to talk about your experience working with different teams, like Engineering and Marketing. Highlight how you’ve successfully collaborated to improve customer journeys and address recurring service issues.
