Customer Performance Specialist

Overview

Lead the customer performance that transforms our service. As our Customer Performance Specialist, you\’ll be at the forefront of driving a customer-first culture across Cadent. This role goes beyond monitoring metrics or supporting teams – it is about leading the proactive customer journey, coaching our Customer Liaison Officers (CLOs), and embedding customer excellence into every touchpoint. You will work across the network, influencing how we deliver customer outcomes through collaboration with LDP owners and internal stakeholders. From designing performance frameworks to acting on customer insights, you will be a key driver of strategic and tactical change. You will lead initiatives that improve satisfaction, promote best practice, and ensure our service levels meet Cadent\’s expectations. This is a high-impact, visible role where you will shape how we engage with our customers, lead performance improvements, and champion a culture of advocacy and continuous improvement.

What you’ll do — Responsibilities

• Lead proactive customer journey management, coaching CLOs, and influencing LDP leaders.
• Drive delivery of the Customer Plan and KPIs, ensuring service levels align with Cadent’s playbook.
• Use actionable customer insights to shape business decisions and improve customer outcomes.
• Design and monitor metrics that drive continuous improvement across the CLO community.
• Work cross-functionally to embed customer focus into every part of the business.
• Identify and promote process improvements and best practices across the network.

Qualifications

• Degree or equivalent level qualification, or equivalent experience
• Valid UK Driving Licence
• Accreditation with an appropriate professional body is desirable
• Proven experience leading a Customer Experience team with a strong track record of improving customer satisfaction
• Experience developing and delivering plans aligned to performance targets
• Skilled in managing performance improvements across a large and varied workforce
• Understanding of the regulatory regime and customer commitments within it
• Demonstrable experience in stakeholder management, ideally working with small business owners to drive positive outcomes

What’s in it for you

• Annual bonus
• Pension Scheme double matched up to a total of 18% of salary
• 25 days holiday, plus statutory days, and an option to buy more
• An extra day off each year to celebrate life\’s special moments
• Career development with funded learning options
• Flexible working and strong ED&I commitments
• Generous family policies and flexible benefits
• Retail discounts, gym access, and more

Diversity and Inclusion

Don’t meet every requirement? No problem! If you’re excited about this opportunity but your experience doesn’t align perfectly with every qualification mentioned, we would still love for you to submit your application – you may just be the right person for this role or other opportunities at Cadent. We value diversity and are committed to being an equitable employer. Our employee communities – Women in Cadent, Pride at Work (LGBTQ+), Embrace (ethnicity and religion), Thrive! (disability), the Cadent Military Community, the Grief Awareness Community, and the Men’s Engagement Network (M.E.N) – can’t wait to welcome you!

What’s next?

To be considered for this role, please submit your application with an up-to-date CV and our Talent Acquisition team will get in touch soon. To learn more about Cadent, visit our website at Be part of something big. Help shape the future of gas for generations to come.