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 focus on continuous improvement and community engagement.
- Why this job: Make a real difference in customer satisfaction while working in a dynamic industry.
- Qualifications: Experience in customer complaints management and strong data analysis 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).
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- Customer Care 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 enjoy a supportive environment that encourages continuous improvement and innovation in customer experience. Benefit from comprehensive training, a focus on regulatory compliance, and the opportunity to make a meaningful impact in the renewable energy sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager- Customer Care 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 skills align with their goals, especially around service delivery and regulatory compliance. Show them you’re not just another candidate, but the perfect fit!
✨Tip Number 3
Practice your pitch! When you get that interview, make sure you can clearly articulate your experience with managing customer complaints and improving service processes. Use specific examples to demonstrate your impact in previous roles.
✨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 hearing from passionate candidates who are eager to enhance customer experiences in the renewable energy space.
We think you need these skills to ace Customer Experience Manager- Customer Care 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 metering, billing systems, or regulatory compliance.
Showcase Your Data Skills:Since we value data-driven decision-making, make sure to highlight your Excel skills and any experience you have with CRM systems. Share examples of how you've used data to improve customer service or operational efficiency in the past.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on 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.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've handled complex complaints or service failures in the past. Be ready to discuss specific situations where you acted as an escalation point and how you drove improvements in service delivery.
✨Data is Your Best Friend
Since the role involves using data to enhance service efficiency, be prepared to talk about your experience with Excel and CRM systems. Bring examples of how you've used data insights to improve customer journeys or operational processes.
✨Engagement is Key
Think about how you would engage customers and communities effectively. Prepare ideas for customer engagement activities and how you would ensure a positive onboarding experience for new heat network sites and customers.
