At a Glance
- Tasks: Lead customer experience initiatives and manage service delivery for a renewable energy company.
- Company: Join a leading renewable energy business focused on customer satisfaction and compliance.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and community engagement.
- Why this job: Make a real difference in customer experience while working in a dynamic, impactful industry.
- Qualifications: 5+ years in customer service management, especially in regulated utilities.
The predicted salary is between 45000 - 55000 € per year.
Key Responsibilities
- Service Delivery
- Oversee performance of outsourced providers across metering, billing, payment collection, complaints and contact centre.
- Monitor SLAs, report on performance and drive continuous improvement.
- Act as an escalation point for complex operational issues and service failures.
- Complaints & Customer Insight
- Own the end‑to‑end complaints framework, ensuring regulatory compliance and best practice.
- Manage complex and high‑risk complaints, including escalation to the Energy Ombudsman.
- Lead a structured Voice of Customer programme (CSAT, NPS), using insight to inform operational and strategic decisions.
- Regulatory Compliance
- Ensure customer policies, processes and communications comply with Heat Trust, Ofgem and other relevant standards.
- Lead regular policy and process reviews in response to regulatory change and customer feedback.
- Support audits and mandatory quarterly/annual reporting to regulators.
- Onboarding & Engagement
- Support onboarding of new heat network sites and customers, ensuring a clear, positive, compliant experience from day one.
- Deliver customer engagement activities, including community events and onboarding communications.
- Provide training to client sales and customer teams and third‑party suppliers.
- Operational & Billing Support
- Review and improve customer service processes and operating models.
- Use data and insight to enhance service and efficiency.
- Provide oversight of billing cycle activities (including billing runs) during Customer Operations Manager absence, ensuring accuracy and timeliness.
About you
You’re an engaging, proactive professional who takes ownership, manages competing priorities and builds strong relationships across teams and partners.
You will bring
- Proven experience managing customer complaints in a regulated utilities environment, including escalations.
- Strong experience with metering and billing systems and processes.
- Experience delivering or contributing to CSAT/NPS or similar customer satisfaction programmes.
- Strong understanding of utilities regulation and customer protection frameworks.
- Confident user of CRM systems and digital tools.
- Excellent communication, analytical, problem‑solving and organisational skills.
- Strong Excel skills, with experience interrogating data and producing regular reporting.
- Ability to work independently and in a matrix, cross‑functional environment.
- Positive, approachable and collaborative style.
Desirable: knowledge/experience of district heating, Heat Trust and relevant service standards.
Experience & Background
- c. 5+ years’ experience in consumer utilities and consumer protection regulation.
- Demonstrable experience managing service delivery in customer‑facing environments, including external service partners.
- Experience designing and implementing operational processes.
- Proven track record of running multiple projects/programmes and managing external stakeholders.
How to apply
For more information on this excellent opportunity with a leading renewable energy business, please contact the recruitment team on 0207 747 9774 or apply online and we’ll be in touch.
Customer Experience Manager in London employer: GI Group Main Account
Join a leading renewable energy business that prioritises employee growth and development, offering a dynamic work culture where your contributions directly impact customer satisfaction and service excellence. With a strong focus on regulatory compliance and continuous improvement, you'll have the opportunity to lead innovative customer engagement initiatives while enjoying a supportive environment that values collaboration and proactive problem-solving.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Tailor your answers to show how your experience aligns with their needs, especially around customer complaints and service delivery.
✨Tip Number 3
Practice your pitch! Be ready to explain how your background in managing customer complaints and understanding of utilities regulation makes you the perfect fit for the role. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love hearing from proactive candidates who take the initiative to reach out.
We think you need these skills to ace Customer Experience Manager in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Experience Manager. Highlight your experience with customer complaints, metering, and billing systems, as well as any relevant regulatory knowledge. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how you can contribute to our team. Be sure to mention specific examples from your past that demonstrate your skills in managing complaints and improving service delivery.
Show Off Your Data Skills:Since we value data-driven decisions, make sure to highlight your Excel skills and any experience you have with customer satisfaction programmes like CSAT or NPS. We love seeing how you've used data to enhance service and efficiency in previous roles!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at GI Group Main Account
✨Know Your Stuff
Make sure you’re well-versed in the key responsibilities listed in the job description. Brush up on your knowledge of metering, billing systems, and customer complaint management. Being able to discuss these topics confidently will show that you’re serious about the role.
✨Showcase Your Experience
Prepare specific examples from your past work that demonstrate your ability to manage customer complaints and service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easy for the interviewer to see your impact.
✨Engage with Insight
Familiarise yourself with customer satisfaction metrics like CSAT and NPS. Be ready to discuss how you’ve used customer insights to drive improvements in previous roles. This shows you understand the importance of customer feedback in shaping operational strategies.
✨Ask Smart Questions
Prepare thoughtful questions about the company’s approach to customer engagement and regulatory compliance. This not only demonstrates your interest but also gives you a chance to assess if the company aligns with your values and work style.
