Senior Customer Services Manager
Here\'s what you\'ll be doing
The E.ON I&C Pillar combines the current nPower nBS & E.ON B2B businesses to create a new £5billion revenue business serving c60,000 customers and around 300,000 meter points with a view to becoming the number one B2B energy supplier in the UK.
This role offers the hybrid working approach, where you will be working in the office (Solihull) 2 days per week.
This is a high-impact role within the Corporate & Strategic segment, offering a high-profile opportunity to work closely with key teams and stakeholders across the nBS business. As Senior Customer Services Manager, you will lead a high-performing team of approximately 55 FTE, fostering a progressive and supportive environment where people can thrive and deliver outstanding service to our most significant business customers-including FTSE 100 companies, major public sector organisations, and Third Party Intermediaries.
We\'re looking for someone with strong experience in a customer-facing leadership role. Beyond core team leadership and customer service excellence, the role also involves ownership of customer journeys and processes, oversight of cash and debt collection, ensuring regulatory compliance, and delivering complex change initiatives-all while maintaining a laser focus on critical KPIs.
This is an exciting opportunity for an energetic and driven professional ready to take the next step in their career. You\'ll play a pivotal role in shaping customer experience and driving results in one of the world\'s leading energy providers-gaining deep industry knowledge and broadening your skills as we navigate a dynamic and evolving energy landscape.
Key responsibilities
- Lead and manage a team of 7 direct reports, overseeing a total team of 55, with a strong emphasis on leadership, coaching, and development.
- Champion a people-first culture that prioritizes well-being, fosters high performance, and builds team pride and engagement.
- Take a lead role in resolving complex customer issues and high-level escalations, often engaging with C-suite stakeholders.
- Deliver accurate and timely cash flow forecasts for key Strategic Customers and Purchase Bill Outs (PBOs).
- Serve as a central point of contact for all customer-related matters, ensuring internal teams operate with a \"Customer First\" mindset and that the customer\'s voice is consistently represented in decision-making.
- Achieve and maintain performance across all key operational metrics, including query resolution, call handling, and unbilled activity.
- Act as Customer Journey Owner for Complaints and Queries, driving continuous improvements through enhanced data use and stronger controls to improve service delivery.
- Maintain a relentless focus on service quality by leveraging customer insights and continuously developing team capabilities to elevate our customer proposition.
What we need from you
- Strong team management and leadership experience.
- Previous Account Management, Sales, or Business Development experience within the energy industry or larger B2B.
- A demonstrable passion/advocacy for Customer Service and putting the customer first.
- A proven record of managing challenging customers, and able to act with credibility in front of energy experts within the industry.
- Excellent organisation and communication skills.
- Capability to focus on continuous improvement in a constantly changing environment.
- Clear delivery focus to maintain and improve performance across a number of KPI\'s covering a wide range of activities.
- Experience and knowledge of the UK Energy industry is highly desirable.
Here\'s what you need to know
- Outstanding Employer Accolades: Awarded Best Place to Work for 16-34-year-olds and named as a Sunday Times Best Places to Work 2025 employer.
- Award-Winning Benefits: Our market-leading benefits package includes: 26 days of holiday plus bank holidays, a generous pension scheme, life cover, bonus opportunities, and access to 20 flexible benefits with tax and/or NI savings. Recognised with the Personnel Today Reward, Recognition and Benefits Award 2022, our benefits truly stand out.
- Recognised for Family-Friendly and Hybrid Policies: In 2024, we earned Double Recognition at the Personnel Today Awards for our exceptional family-friendly and hybrid working initiatives. Lets discuss how we can work together flexibly.
- Inclusive Employer: As the only energy company in the Inclusive Top 50 UK Employers, we\'re committed to equal opportunities, diversity, and fairness for everyone.
- Support for Disabled Applicants: As a Disability Confident Employer, we guarantee an interview for all disabled candidates who meet the minimum role criteria.
- Development Opportunities: With inclusive talent networks, learning resources, and skill-building programs, your career growth is a priority.
At a glance
Reference no.: 236671 Closing date: 11/06/2025 Salary: £60,601 - £73,963
Get in touch
For more information about the role please contact the hiring manager, jon.shenton@eonenergy.com.
About us
E.ON is a privately owned international energy company. Our 75,000 colleagues in 15 countries work daily towards the improvement of technical innovations and user-friendly customer solutions for the new energy world. We are the first large energy company to focus more heavily upon the energy of the future through our three business areas of energy networks, renewable energies and customer solutions.
Connect with us
www.eon-uk-careers.com
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StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Services Manager (Solihull, GB)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at E.ON. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like E.ON before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to E.ON:Your cover letter is your chance to shine! Tell us why you want to work at E.ON specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at E.ON!
How to prepare for a job interview at E.ON
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
