At a Glance
- Tasks: Lead customer experience for heat networks, ensuring top-notch service and compliance.
- Company: Join a market-leading renewable energy company with a focus on innovation.
- Benefits: Hybrid work model, competitive pay, and opportunities for professional growth.
- Other info: Dynamic role with a chance to influence customer engagement and operational excellence.
- Why this job: Make a real difference in customer satisfaction within the renewable energy sector.
- Qualifications: 5+ years in consumer utilities, strong complaint management, and excellent communication skills.
The predicted salary is between 50000 - 60000 £ per year.
Hybrid - London or Bristol (c. 3 days in office per week)
We're recruiting an experienced Customer Experience Manager to join our market-leading renewable energy client's Heat business on a 12-14 month maternity cover. You will co-lead customer experience across a growing portfolio of heat networks, ensuring customers receive high-quality, compliant and efficient service. Reporting to the Head of Customer Experience & Communications, and working alongside another Customer Experience Manager, you will manage service delivery via internal teams and external partners, drive continuous improvement and make sure customer journeys meet regulatory and industry standards (including Ofgem).
Key responsibilities
- Service Delivery
- Oversee performance of outsourced providers across metering, billing, payment collection, complaints and contact centre.
- Monitor SLAs, report on performance and drive continuous improvement.
- Act as an escalation point for complex operational issues and service failures.
- Complaints & Customer Insight
- Own the end-to-end complaints framework, ensuring regulatory compliance and best practice.
- Manage complex and high-risk complaints, including escalation to the Energy Ombudsman.
- Lead a structured Voice of Customer programme (CSAT, NPS), using insight to inform operational and strategic decisions.
- Regulatory Compliance
- Ensure customer policies, processes and communications comply with Heat Trust, Ofgem and other relevant standards.
- Lead regular policy and process reviews in response to regulatory change and customer feedback.
- Support audits and mandatory quarterly/annual reporting to regulators.
- Onboarding & Engagement
- Support onboarding of new heat network sites and customers, ensuring a clear, positive, compliant experience from day one.
- Deliver customer engagement activities, including community events and onboarding communications.
- Provide training to client sales and customer teams and third-party suppliers.
- Operational & Billing Support
- Review and improve customer service processes and operating models.
- Use data and insight to enhance service and efficiency.
- Provide oversight of billing cycle activities (including billing runs) during Customer Operations Manager absence, ensuring accuracy and timeliness.
About you
You're an engaging, proactive professional who takes ownership, manages competing priorities and builds strong relationships across teams and partners. You will bring:
- Proven experience managing customer complaints in a regulated utilities environment, including escalations.
- Strong experience with metering and billing systems and processes.
- Experience delivering or contributing to CSAT/NPS or similar customer satisfaction programmes.
- Strong understanding of utilities regulation and customer protection frameworks.
- Confident user of CRM systems and digital tools.
- Excellent communication, analytical, problem-solving and organisational skills.
- Strong Excel skills, with experience interrogating data and producing regular reporting.
- Ability to work independently and in a matrix, cross-functional environment.
- Positive, approachable and collaborative style.
Desirable: knowledge/experience of district heating, Heat Trust and relevant service standards.
Experience & background
c. 5+ years' experience in consumer utilities and consumer protection regulation. Demonstrable experience managing service delivery in customer-facing environments, including external service partners. Experience designing and implementing operational processes. Proven track record of running multiple projects/programmes and managing external stakeholders.
Customer Experience Manager - Heat Networks (12-14 Month FTC, Maternity Cover) employer: Broughton Group
Join a forward-thinking renewable energy company that prioritises customer satisfaction and regulatory compliance, offering a dynamic work environment in either London or Bristol. With a strong focus on employee development, you will have the opportunity to enhance your skills while contributing to meaningful projects that support sustainable energy solutions. Enjoy a hybrid working model that promotes work-life balance, alongside a collaborative culture that values innovation and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager - Heat Networks (12-14 Month FTC, Maternity Cover)
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Broughton Group.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Broughton Group. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Experience Manager - Heat Networks (12-14 Month FTC, Maternity Cover)
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Broughton Group.
How to prepare for a job interview at Broughton Group
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Broughton Group's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Broughton Group offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
