At a Glance
- Tasks: Lead customer service improvements and ensure a top-notch experience for our 3.9 million customers.
- Company: Join Northern Powergrid, a leader in the energy sector, powering millions with innovative solutions.
- Benefits: Enjoy a competitive salary, performance bonuses, personal transport provision, and great perks.
- Other info: Collaborative culture with opportunities to influence at all levels, including the CEO.
- Why this job: Make a real difference in customer service while shaping the future of energy in your region.
- Qualifications: Degree-level education and experience in customer service improvement or change programmes.
The predicted salary is between 65000 - 70000 € per year.
An exciting opportunity has arisen for an enthusiastic Customer Service Manager to join our Regional Operations Team. The energy industry is advancing with investment in smart technology innovation and Northern Powergrid, as the company responsible for powering everyday life for 8 million customers across 3.9 million homes and businesses in the Northeast, Yorkshire and northern Lincolnshire, is at the forefront of delivering a power network that meets the region’s needs, now and in the future. Our vision is to be the best energy company in serving our 3.9 million homes, whilst delivering a sustainable energy solution. As a dedicated Customer Service Manager you will be an integral part of achieving this, while always striving to keep our customers’ power flowing.
The purpose of the role is responsible for the strategic management and delivery of the Regional Customer Service Programme within the North Yorkshire Region ensuring the analysis of BMCS performance and implementation of improvements. You will strive to deliver excellent customer service commitments supporting the wider business as required.
Along with a competitive salary between £65,000 - £70,000 plus a performance bonus of up to 15%, we also offer great benefits such as personal transport provision. We’re excited to hear from candidates with a passion for our company and the industry and a desire to succeed.
Key Responsibilities- Initiating and continuing to define the Customer Service Improvement Programme across the whole business, coordinating a collaborative approach to deployment of strategic initiatives.
- Creating collaborative relationships with key business stakeholders to enable successful deployment of the customer service improvement programme.
- Championing the voice of the customer in key decisions making forums, ensuring that our internal processes are designed around what’s right for our customers to make their life simpler and easier.
- Continue to embed a company-wide engagement programme focussed on embedding a stronger customer service culture throughout the organisation with dedicated focus both on external and internal customer service.
- Create an engaging communication programme for all colleagues and stakeholders on progress against the improvement plan initiatives, creating the opportunity for feedback.
- Define project tasks/activities within the programme schedule, ensuring appropriate quality assurance procedures and success measures are in place and adhered to.
- Accountable for the integrity of the programme reporting mechanisms to support and inform strategic decision making and future business planning processes.
- Working across all levels of the business up to and including CEO, leading regular Executive review of the customer service improvement programme.
- Leading cross-ONO working on customer service, working with the confines of regulatory guidance.
- External work with leading customer service organisations and Institute of Customer Service.
- Planning for RIIO-ED2 to ensure we are developing our services to meet commitments made to our customers as part of our business planning process.
- Managing the Broad Measure of Customer Satisfaction service with our external market research company.
- Ability to interpret large volumes of customer data to identify opportunities for improvement.
- Ability to network and influence with key business stakeholders.
- Project and programme management experience.
- Confident articulating the voice of the customers.
- Clear and concise written and verbal communication.
- Educated to degree level or above.
- Experience of implementing customer service improvements/customer experience/change programmes.
- Evidence of operating at a senior level within an organisation, influencing the change agenda.
- Formally trained in Prince 2 / Programme Management.
Closing date for applications: 24 May 2026. In order to comply with our electricity distribution license, we have to ensure our colleagues are fit and proper to visit and enter our customers' premises. Consequently, as this role may involve visiting and entering our customers' premises, please be aware that the successful candidate will be subject to a basic Disclosure and Barring Service (DBS) check. Please confirm in our application if you are content for this check to be completed.
Customer Service Manager in Northallerton employer: Northern Powergrid
Northern Powergrid is an exceptional employer, offering a dynamic work environment where innovation meets commitment to customer service. With a strong focus on employee growth and a collaborative culture, we empower our Customer Service Managers to lead impactful initiatives that enhance the customer experience across the Northeast, Yorkshire, and northern Lincolnshire. Our competitive salary package, performance bonuses, and comprehensive benefits reflect our dedication to attracting passionate individuals who are eager to contribute to a sustainable energy future.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Northallerton
✨Tip Number 1
Network like a pro! Get out there and connect with people in the energy sector. Attend industry events, join relevant online forums, and don’t be shy about reaching out on LinkedIn. The more connections you make, the better your chances of landing that Customer Service Manager role.
✨Tip Number 2
Show off your passion for customer service! When you get the chance to chat with potential employers, share your enthusiasm for improving customer experiences. Talk about specific examples where you've made a difference in previous roles – it’ll show you’re the right fit for the job.
✨Tip Number 3
Prepare for interviews by researching the company inside out. Understand their customer service initiatives and think about how you can contribute to their goals. This will not only impress them but also help you articulate how you can champion the voice of the customer effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team and making a difference in the energy industry.
We think you need these skills to ace Customer Service Manager in Northallerton
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the energy industry and customer service shine through. We want to see that you’re genuinely excited about the role and how you can contribute to our mission of serving 3.9 million homes.
Tailor Your Experience:Make sure to highlight your relevant experience in customer service improvements and change programmes. We’re looking for someone who can demonstrate their ability to influence and lead initiatives, so be specific about your achievements!
Be Clear and Concise:Your written application should be easy to read and straight to the point. Use clear language and structure your thoughts logically. Remember, we value clear communication, so show us you can articulate your ideas effectively.
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 Northern Powergrid
✨Know Your Customer Service Inside Out
Make sure you understand the key responsibilities of a Customer Service Manager, especially in the energy sector. Familiarise yourself with Northern Powergrid's mission and values, and think about how your experience aligns with their goals. This will help you demonstrate your passion for the role.
✨Prepare for Scenario-Based Questions
Expect to be asked about specific situations where you've improved customer service or managed change. Prepare examples that showcase your project management skills and ability to influence stakeholders. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Data Skills
Since the role involves interpreting large volumes of customer data, be ready to discuss how you've used data to drive improvements in previous roles. Bring examples of metrics you've tracked and how they informed your decision-making process. This will highlight your analytical skills.
✨Engage with the Company Culture
Research Northern Powergrid’s customer service culture and be prepared to discuss how you would contribute to it. Think about ways to champion the voice of the customer and how you can foster collaboration across teams. Showing that you’re a good cultural fit can set you apart from other candidates.
