At a Glance
- Tasks: Lead customer experience for heat networks, ensuring top-notch service and compliance.
- Company: Join a 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 chance to engage in community events.
- Why this job: Make a real difference in customer satisfaction while working in a dynamic industry.
- Qualifications: Experience in managing customer complaints and knowledge of regulatory standards required.
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).
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.
- 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.
- 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.
- 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.
- 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.
Proven experience managing customer complaints in a regulated utilities environment, including escalations. Strong experience with metering and billing systems and processes. Confident user of CRM systems and digital tools. Strong Excel skills, with experience interrogating data and producing regular reporting. Desirable: knowledge/experience of district heating, Heat Trust and relevant service standards. Demonstrable experience managing service delivery in customer-facing environments, including external service partners. Proven track record of running multiple projects/programmes and managing external stakeholders.
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 - Complaints in London employer: Gi Group
Join a leading renewable energy company that prioritises employee growth and a collaborative work culture. With a hybrid working model in vibrant London or Bristol, you will benefit from a supportive environment that encourages continuous improvement and innovation in customer experience. Enjoy competitive pay, comprehensive training, and the opportunity to make a meaningful impact in the renewable energy sector while working alongside passionate professionals dedicated to delivering exceptional service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager - Complaints in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the renewable energy sector, especially those who might know about customer experience roles. A friendly chat can lead to insider info or even a referral!
✨Tip Number 2
Prepare for interviews by diving deep into the company’s values and recent projects. Show us you’re not just another candidate; demonstrate how your experience aligns with their mission in heat networks and customer service.
✨Tip Number 3
Practice your STAR technique for answering competency questions. We want to hear about specific situations where you’ve managed complaints or improved service delivery. Make it memorable!
✨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, we love seeing candidates who take that extra step!
We think you need these skills to ace Customer Experience Manager - Complaints 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 complaints management and service delivery in regulated environments, as this is key for us.
Showcase Your Skills:Don’t forget to mention your strong Excel skills and experience with CRM systems. We want to see how you’ve used data to drive improvements in customer service.
Be Clear and Concise:When writing your cover letter, keep it clear and to the point. Explain why you’re a great fit for the role and how your background aligns with our needs in the heat networks sector.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss any important updates from us!
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. Familiarise yourself with the Heat Trust and Ofgem standards, as well as any recent changes in regulations that could impact customer service.
✨Prepare for Complaints Scenarios
Since this role involves managing complex complaints, think of specific examples from your past experiences where you successfully resolved difficult situations. Be ready to discuss your approach to handling escalations and how you ensure compliance with regulatory frameworks.
✨Show Off Your Data Skills
This position requires strong Excel skills and the ability to interrogate data. Prepare to talk about how you've used data to drive improvements in customer service or operational efficiency in previous roles. Bring examples of reports you've created or insights you've derived from data.
✨Engage with the Company’s Values
Research the company’s mission and values, particularly their commitment to renewable energy and customer satisfaction. Be prepared to discuss how your personal values align with theirs and how you can contribute to their goals, especially in enhancing customer journeys.
