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 working, competitive pay, and opportunities for professional growth.
- Other info: Collaborative team culture with a focus on continuous improvement and innovation.
- Why this job: Make a real difference in customer satisfaction while working in a dynamic environment.
- Qualifications: 5+ years in customer experience within regulated utilities and strong analytical skills.
The predicted salary is between 50000 - 60000 € 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.
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
Join our dynamic team as a Customer Experience Manager in the thriving renewable energy sector, where we prioritise employee growth and a collaborative work culture. With a hybrid working model based in London or Bristol, you will enjoy a supportive environment that fosters innovation and continuous improvement, alongside competitive benefits and opportunities to make a meaningful impact on customer satisfaction and regulatory compliance.
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 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 needs, especially around managing complaints and ensuring regulatory compliance. Show them you’re the perfect fit!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, send a quick thank-you email to express your appreciation and reiterate your enthusiasm for the role. It keeps you fresh in their minds and shows your proactive attitude.
✨Tip Number 4
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 a leading renewable energy business and ready to make an impact in customer experience.
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 is tailored to the Customer Experience Manager role. Highlight your experience in managing customer complaints and service delivery, especially in regulated environments. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about customer experience and how you can contribute to our team. Be sure to mention any relevant experience with CSAT/NPS programmes or regulatory compliance.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled complex operational issues or improved service delivery in the past. We love seeing candidates who can think on their feet and drive continuous improvement!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application 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 environments. Be ready to discuss your past experiences with managing complaints and how you've improved customer satisfaction metrics like CSAT and NPS.
✨Familiarise Yourself with Regulations
Since this role involves compliance with standards like Ofgem and Heat Trust, it’s crucial to understand these regulations. Prepare examples of how you've navigated regulatory frameworks in previous roles and how you ensured compliance in customer service processes.
✨Showcase Your Problem-Solving Skills
Be prepared to share specific examples of complex operational issues you've resolved. Highlight your analytical skills and how you've used data to drive improvements in service delivery or customer experience.
✨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.
