At a Glance
- Tasks: Drive customer success by optimising processes and delivering measurable performance improvements.
- Company: Join ENSEK, a cloud-native SaaS company transforming the energy retail sector.
- Benefits: Enjoy 25 days holiday, health insurance, remote work, and team events.
- Other info: Flexible working environment with opportunities for personal and professional growth.
- Why this job: Be part of a dynamic team making a real impact in the energy transition.
- Qualifications: Experience in customer operations and a passion for continuous improvement.
The predicted salary is between 60000 - 75000 £ per year.
About ENSEK
ENSEK builds the cloud‑native SaaS software that’s transforming how energy retailers operate, innovate and manage at scale. We help retailers lower operating costs, improve billing accuracy for consumers, and enhance customer experience through automation and AI‑driven insight, all underpinned by modern, cloud‑native architecture. ENSEK is at an exciting inflection point as we scale at pace towards new international horizons. If you’re driven by solving complex, real‑world problems and want to build modern technology that accelerates the global energy transition, you’ll feel right at home with us.
About the role
The Customer Excellence Specialist is a subject matter expert within the Customer Excellence (Centre of Excellence) function, operating as part of a flexible bench team that supports ENSEK business units and customer teams as required. The role is accountable for delivering measurable customer and operational performance outcomes, embedding Customer Excellence practices, and supporting the effective adoption of ENSEK platform capabilities and ways of working. Specialists are deployed across customers, programmes, or internal functions to augment capacity, provide deep domain expertise, and accelerate improvement outcomes.
Operating under the guidance of Customer Excellence Managers and the Head of Customer Excellence, the Specialist applies established improvement frameworks, performance standards, and governance routines to enable first‑time‑right outcomes, reduce operational friction, and improve customer satisfaction. The role is delivery‑focused and externally and internally facing, working closely with customer operational teams and ENSEK stakeholders to analyse performance, implement improvements, and support sustainable change.
Key responsibilities:
- Customer & Operational Performance Delivery
- Own the identification, prioritisation and delivery of improvement initiatives when deployed to customers and ENSEK business unit activity.
- Define and adapt Customer Excellence frameworks, tools and methodologies to suit complex customer environments and to support identified improvement opportunities.
- Analyse operational data, KPIs, and workflows to identify root causes of performance issues.
- Support reductions in hand‑offs, rework, and failure demand through first‑time‑right approaches.
- Help embed agreed improvements into business‑as‑usual operations to ensure sustainability.
- Hands on execution of changes and optimisation to our customers local working practices, policies and operational procedures driving value in time to resolve and reduce average handling times across their business driving customer success.
- Customer & Stakeholder Support
- Lead customer operational performance discussions and set improvement direction on organisational / operational performance reviews, scorecard discussions, and improvement planning.
- Provide authoritative recommendations and domain expertise that shape customer decisions.
- Act as a professional and credible representative of the Customer Excellence function when deployed.
- Build strong working relationships with customer and ENSEK stakeholders through collaborative delivery.
- Day to day interaction with our customer optimisation, training and continuous improvement teams on changes to policy and process.
- Lead performance discussions, setting direction and driving agreed actions, using insight and expertise to shape outcomes.
- Cross‑Functional Delivery Support
- Lead cross-functional delivery of Customer Excellence outcomes.
- Provide hands‑on support during implementation of new UK and Irish market customers, transformation, or stabilisation phases, including performance baselining and improvement execution.
- Drive alignment across matrix teams to deliver performance outcomes, delivering outcomes without line management responsibility.
- Own delivery and performance outcomes across multiple deployments, ensuring priorities and timelines are met.
- Governance & Performance Management Support
- Define and drive governance approaches within customer environments when delivering improvement activities.
- Lead governance discussions, providing clear direction on performance actions.
- Own identification and resolution of risks and systemic performance issues.
- Communicate progress, insights, and recommendations clearly in customer and internal forums.
- Capability Building & Knowledge Contribution
- Promote continuous improvement behaviours within customer and ENSEK teams.
- Coach and support colleagues and customers in Customer Excellence tools, methodologies, and platform best practice.
- Contribute to the development and refinement of playbooks, standards, templates, and knowledge assets owned by the Customer Excellence.
- Share learning and best practice from deployments back into the CoE.
- Ensure recognised SME experience is kept current with latest capability and industry roadmap changes.
- Execution of key policy changes agreed by ENSEK and customer leadership teams.
- Recognised as the leading authority on Customer Excellence, setting direction for how optimisation and platform capability are applied across customer environments.
Discipline Requirements:
- Performance Discipline
- Uses data and insight to guide actions and priorities.
- Accountable for delivering measurable performance outcomes, shaping scope as required.
- Uses data and performance insights to prioritise and shape improvement activity.
- Translate analysis into clear, actionable recommendations.
- Governance Discipline
- Defines and drives governance approaches to ensure delivery of outcomes.
- Maintains transparency on progress, risks, and issues.
- Cultural Discipline
- Reinforces continuous improvement, learning, and partnership behaviours.
- Contributes positively to the Customer Excellence community.
Company Benefits:
- 25 days’ holiday + bank holidays
- Option to buy or sell 5 extra annual leave days per year
- Vitality Health Insurance, including private healthcare, virtual GP access, mental‑health support and wellbeing perks (50% off gym memberships - Virgin Active, Nuffield, PureGym)
- Pension with 5% matched contribution
- Regular team‑wide and company‑wide events
- 2 volunteering days per year to give back
- Remote‑first working environment with offices in London and Nottingham
Customer Excellence Specialist employer: ENSEK
At ENSEK, we pride ourselves on being an excellent employer by fostering a remote-first work culture that prioritises employee well-being and professional growth. Our commitment to security best practices is matched by our comprehensive benefits package, including health insurance and pension contributions, ensuring that our team members feel valued and supported in their roles. Join us to be part of a resilient team that encourages ownership and continuous improvement in the ever-evolving field of cybersecurity.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Excellence Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ENSEK. 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 ENSEK 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 Customer Excellence Specialist
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 ENSEK:Your cover letter is your chance to shine! Tell us why you want to work at ENSEK 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 ENSEK!
How to prepare for a job interview at ENSEK
✨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.
