At a Glance
- Tasks: Manage client relationships and ensure top-notch service delivery in a dynamic tech environment.
- Company: Join an innovative software company leading the utility sector in Chorley.
- Benefits: Enjoy a competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Diverse and inclusive workplace with a focus on collaboration and continuous improvement.
- Why this job: Make a real impact by enhancing customer experiences and driving operational excellence.
- Qualifications: 3-5 years in customer operations with strong stakeholder management skills required.
The predicted salary is between 42750 - 52250 £ per year.
We are an innovative and market-leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients.
The Senior Client Solutions Manager is responsible for ensuring assigned customers receive a consistent, high-quality operational service throughout their lifecycle with ESG. Acting as the primary operational and technical liaison, this role combines customer relationship management, service delivery excellence, operational governance, platform expertise, and continuous improvement to maximise customer value and satisfaction.
Working closely with customers and internal teams, you will oversee operational performance, supplier engagement, platform optimisation, change management activity, and service improvement initiatives. The role is critical in developing trusted customer relationships, ensuring service commitments are achieved, and supporting customers in realising the full value of ESG's products and services.
You will collaborate across Product, Engineering, Support, Operations, and Commercial teams, acting as the voice of the customer while driving operational excellence and continual service improvement. We operate a Hybrid working policy so you will be able to flex between working in the office and your home location to carry out this role, however during your initial training period the need to be in the office with other team members will be essential.
Our UK office is based in Chorley, which is where you will be based. While this position is full-time, we are open to discussing flexible working patterns that accommodate individual needs. If you require flexibility in your work schedule, please let us know during the application process, and we will do our best to accommodate your needs.
POSITION RESPONSIBILITIES
- Customer Relationship & Service Management: Act as the primary operational point of contact for assigned customer accounts, building trusted relationships with operational, technical, commercial, and executive stakeholders. Lead regular and operational check-ins to ensure service performance and customer satisfaction. Working with the supplier to support the delivery of operational KPIs, risks, and improvement opportunities. Champion customer needs across the business to ensure priorities are understood and effectively addressed. Support Major Incident Management activities, ensuring effective communication and stakeholder engagement throughout incident resolution.
- Platform & Technical Advisory: Provide expert guidance on platform functionality, configuration, integrations, workflows, and operational processes. Support customers with system optimisation, data management, supplier adoption, and best-practice utilisation of ESG solutions. Advise customers on product enhancements, upgrades, releases, and new functionality. Assist with solution design and requirements gathering to support evolving customer needs.
- Operational Excellence: Drive continuous improvement initiatives to enhance service quality, operational efficiency, consistency, and customer outcomes. Coordinate resolution of complex operational and technical issues with Product, Engineering, and Support teams. Oversee customer change requests, operational updates, and data amendments to ensure timely and accurate delivery. Ensure service level agreements and operational commitments are consistently achieved. Analyse trends and performance data to identify risks, opportunities, and improvement actions.
- Change Management & Delivery: Support customer onboarding, implementation activities, and service transitions where required. Manage customer-facing changes including integrations, releases, platform enhancements, and new product adoption. Coordinate testing activities and support successful deployment of changes. Ensure customers remain informed, engaged, and supported throughout change programmes.
- Collaboration & Business Contribution: Build strong partnerships across Operations, Product, Engineering, Support, and Commercial functions. Provide customer insight and feedback to support product roadmap development and service enhancement initiatives. Support customer retention, renewals, and growth opportunities through strong operational performance and relationship management. Contribute to wider operational strategy and continuous improvement programmes across ESG.
ABOUT YOU
You must have:
- Minimum 3–5 years' experience in Energy Customer Operations, Supplier Operations, Pricing, Billing, or a similar operational management environment.
- Experience managing customer relationships and service performance within a technology-enabled business.
- Strong stakeholder management skills with the ability to engage confidently at all organisational levels.
- Excellent verbal, written, and presentation communication skills.
- Strong analytical capability with the ability to interpret operational data and identify improvement opportunities.
- Experience driving operational improvement and customer-focused outcomes.
- Strong organisational skills with the ability to manage multiple priorities effectively.
Desirable:
- Utilities or energy sector experience with an understanding of the UK energy market.
- Experience working with SaaS platforms, cloud-based solutions, or managed service environments.
- Knowledge of supplier operations, pricing, billing, or customer lifecycle processes.
- Experience supporting implementations, platform changes, or system integrations.
- Relevant qualifications in Service Management, Project Management, or Operational Management.
You will be:
- Passionate about delivering exceptional customer experiences.
- Customer-focused with a commitment to service excellence.
- A proactive and solutions‑oriented problem solver.
- Confident engaging with both technical and non-technical stakeholders.
- Highly organised, resilient, and adaptable.
- Analytical, commercially aware, and improvement‑focused.
- Collaborative and motivated by achieving shared outcomes.
- Able to clearly and concisely communicate complex issues and solutions.
Able to demonstrate ESG's key values of Excellence: be accountable to deliver our best, Passion: show how much we care each day, Integrity: do the right thing when no one is looking, Collaboration: work together to succeed together.
We welcome diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.
ISO AWARENESS: Follow IMS Policies, Reporting of Incidents, ISO Responsibilities, ISO Staff Awareness.
Senior Client Solutions Manager in Chorley employer: Energy Services Group, LLC.
Energy Services Group, LLC. is an excellent employer that values flexibility and work-life balance, offering a hybrid working model that allows employees to thrive both in the office and at home. With a strong focus on professional development, we provide ample opportunities for growth within the energy sector, fostering a collaborative and supportive work culture that prioritises high-quality service delivery. Join us in Chorley and be part of a team that is dedicated to innovation and excellence in utility services.
Contact Details:
Energy Services Group, LLC. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Client Solutions Manager in Chorley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Energy Services Group, LLC.. 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 Energy Services Group, LLC. 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 Senior Client Solutions Manager in Chorley
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 Energy Services Group, LLC.:Your cover letter is your chance to shine! Tell us why you want to work at Energy Services Group, LLC. 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 Energy Services Group, LLC.!
How to prepare for a job interview at Energy Services Group, LLC.
✨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.
