At a Glance
- Tasks: Lead and inspire contact centre teams to enhance customer experience and service delivery.
- Company: Energia Group, a leading energy company focused on decarbonising Ireland's energy system.
- Benefits: Enjoy an annual bonus, wellbeing programme, flexible hybrid work, and generous holiday package.
- Other info: Join a supportive team where 87% of employees recommend us as a great place to work.
- Why this job: Make a real impact in the energy transition while developing your leadership skills.
- Qualifications: Experience in team management and a passion for customer service excellence.
The predicted salary is between 50000 - 60000 £ per year.
What it's like to work at Energia Group
We're proud that 87% of our employees would recommend us as a great place to work. It's more than just a job; it's a place where people genuinely enjoy belonging to a committed and supportive team. Our values - Trustworthy, Dynamic, Resourceful, and Community-Focused - aren't just words; they guide how we work every day. We're dedicated to helping you learn, grow and develop, offering learning opportunities, mentoring, and professional support to help you reach your goals. You'll also enjoy some great benefits, like an annual bonus of up to 10%, our award-winning wellbeing programme, a Wellbeing Fund you can spend on whatever recharges you, free counselling service, initiatives to reward long service, free health checks, annual flu jab, free on-site parking, life assurance, plus a generous holiday package with the option to add more days, health cash plans, and fun sports and social clubs. We also get the balance right with a hybrid work model, so you can stay connected while still having flexibility.
The Role
The Residential CX Manager is an exciting senior leadership opportunity leading a significant number of Contact Centre teams, with a view to shaping and influencing service delivery to residential customers across a variety of customer contact channels. While the role is aimed primarily at managing the Energia brand, the successful applicant will need to work collaboratively with the Power NI CX Manager in order to deliver aligned objectives and visions. The role will be accountable for day-to-day contact centre operations, ensuring service delivery meets all necessary operational, customer and regulatory expectations. You will collaborate closely with Billing, PAR, Customer Relations, Sales & Retention and other internal teams to represent the voice of the residential customer, support strategic initiatives, and deliver against key business objectives including customer service, contract retention, debt reduction and energy transition support.
The successful candidate will be responsible for performance management across core KPIs such as ASA, AHT, FCR, Customer Satisfaction, Customer Effort and NPS, supported by robust workforce planning, forecasting, scheduling, and resourcing aligned to demand and seasonal peaks. This role will lead, coach, and develop a high-performing, inclusive contact centre leadership team, with full accountability for quality assurance frameworks, compliance, audit readiness, and operational risk management. You will analyse performance and customer data to identify trends, risks, and opportunities, driving continuous improvement through root cause analysis and corrective actions. A key focus will be managing the people impact of change, championing digital and self-service solutions to improve customer experience and reduce low-value demand, while maintaining strong engagement, wellbeing, and employee relations.
The Residential CX Manager will identify and develop talent, support succession planning, and build future leaders through effective onboarding, training, and capability development aligned to residential energy knowledge. The successful candidate will be responsible for converting insights into actions whilst reporting regularly into the senior leadership team, in addition to developing successful strategies to deliver award-winning productivity, quality, employee engagement and energy transition solutions.
What you'll need
- Current or Recent Team Management Experience - Proven experience leading a team within a contact centre or customer operations environment, with accountability for people performance, engagement, and delivery of day-to-day results.
- Strong Operational Delivery Focus - Demonstrated ability to manage operational performance against KPIs such as service levels, quality, productivity, customer satisfaction or similar measures, with a clear understanding of how performance impacts customers and the wider business.
- People Leadership & Coaching Capability - Evidence of effective coaching, performance management, and development of advisors, with a genuine interest in building capability, confidence, and future leaders.
- Analytical & Problem Solving Skills - Experience using data, MI, or reporting to understand performance, identify issues, and contribute to improvements or change initiatives.
- Collaborative & Values Driven Approach - Strong communication skills with the ability to work positively across teams, act as a role model for company values, and represent the voice of the residential customer.
If you are enthusiastic about this role but don't meet every single requirement, we still encourage you to apply. Your past experiences might be the perfect match for this or other positions, making you the unique talent we're looking for.
NB; You are advised to submit your application as soon as possible as we reserve the right to close posts at any time, once we have received sufficient applications. We also reserve the right to enhance criteria to facilitate shortlisting. Full details can be found in the job specification located at the bottom of this page.
NB: If you are successful in this role you will be required to carry out a Basic Access NI check. A criminal record will not necessarily be a bar to obtaining a position. Our Access NI Statement Policy and Recruitment of Ex-Offenders Policy will be provided upon request to HR.
The Company
Energia Group is a leading energy company dedicated to playing a key role in decarbonising Ireland's energy system. Operating through three key business units - Renewables, Flexible Generation and Customer Solutions (Energia in ROI and Power NI in NI) - we provide advanced energy solutions and technologies through these two brands. Join us if you're passionate about turning ambition into impact, channelling your energy to create a positive difference in Ireland's renewable energy future.
Does Energy Move You? If so, see how you can be a part of the energy transition.
Residential Customer Experience Manager in Antrim employer: Energia Group
Energia Group is an exceptional employer, offering a supportive and dynamic work environment where 87% of employees recommend it as a great place to work. With a strong focus on employee growth through mentoring and professional development, alongside a comprehensive benefits package that includes an annual bonus, wellbeing initiatives, and a hybrid work model, Energia fosters a culture of trust and community. This role as Residential Customer Experience Manager not only allows you to lead impactful teams but also contributes to the vital mission of decarbonising Ireland's energy system, making your work meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Residential Customer Experience Manager in Antrim
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Energia Group. 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 Energia Group 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!
We think you need these skills to ace Residential Customer Experience Manager in Antrim
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 Energia Group:Your cover letter is your chance to shine! Tell us why you want to work at Energia Group 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 Energia Group!
How to prepare for a job interview at Energia Group
✨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.
