At a Glance
- Tasks: Lead customer experience for renewable energy heat networks and ensure high-quality service delivery.
- Company: Join a market-leading renewable energy company with a focus on sustainability.
- Benefits: Hybrid work model, competitive pay, and opportunities for professional growth.
- Other info: Collaborative environment with a commitment to diversity and inclusion.
- Why this job: Make a real difference in customer satisfaction while working in a dynamic industry.
- Qualifications: 5+ years in consumer utilities, strong complaint management, and excellent communication skills.
The predicted salary is between 40000 - 50000 € per year.
We're recruiting an experienced Customer Experience Manager to join our market-leading renewable energy client's Heat business on a 12-14 month maternity cover. You will co-lead customer experience across a growing portfolio of heat networks, ensuring customers receive high-quality, compliant and efficient service.
Reporting to the Head of Customer Experience & Communications, and working alongside another Customer Experience Manager, you will manage service delivery via internal teams and external partners, drive continuous improvement and make sure customer journeys meet regulatory and industry standards (including Ofgem).
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.
Customer Experience Manager employer: Gi Group
Join a leading renewable energy company that prioritises customer experience and regulatory compliance, offering a dynamic work environment in either London or Bristol. With a strong commitment to employee growth, you will have the opportunity to enhance your skills while contributing to meaningful projects in the heat networks sector. Enjoy a hybrid working model, a collaborative culture, and the chance to be part of an organisation that values diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the renewable energy sector and let them know you're on the hunt for a Customer Experience Manager role. 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 customer experience strategies. Be ready to discuss how your experience aligns with their goals, especially around service delivery and regulatory compliance. Show them you’re not just another candidate, but someone who truly understands their mission.
✨Tip Number 3
Practice your problem-solving skills! Since you'll be managing complaints and complex issues, think of examples from your past roles where you turned a negative situation into a positive outcome. This will demonstrate your ability to handle challenges effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team and makes it easier for us to connect with you.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer complaints and service delivery. We want to see how your skills align with the role of Customer Experience Manager, so don’t hold back!
Showcase Your Achievements:When detailing your past roles, focus on specific achievements, especially those related to CSAT/NPS programmes or regulatory compliance. We love numbers, so if you can quantify your successes, even better!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon unless it’s relevant to the role. We appreciate a well-structured application that’s easy to read.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Gi Group
✨Know Your Customer Experience Stuff
Make sure you brush up on your knowledge of customer experience management, especially in regulated utilities. Be ready to discuss your past experiences with managing complaints and how you've improved customer satisfaction metrics like CSAT and NPS.
✨Showcase Your Problem-Solving Skills
Prepare examples of complex operational issues you've handled in the past. Highlight your analytical skills and how you've used data to drive improvements in service delivery. This will show that you can think on your feet and tackle challenges head-on.
✨Understand Regulatory Compliance
Familiarise yourself with relevant regulations such as Ofgem and Heat Trust. Be prepared to discuss how you've ensured compliance in previous roles and how you would approach policy reviews and audits in this position.
✨Engage with the Interviewers
Remember, interviews are a two-way street! Prepare thoughtful questions about the company's customer engagement strategies and how they measure success. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
