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- Tasks: Help utility companies improve customer experiences with new digital tools and processes.
- Company: Dynamic company focused on customer change in the utilities sector.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Why this job: Make a real difference by enhancing customer journeys in a regulated industry.
- Qualifications: Experience in customer-focused change and problem-solving skills.
- Other info: Collaborate with diverse teams and enjoy hands-on delivery in a supportive environment.
The predicted salary is between 45000 - 50000 £ per year.
Location: Manchester or Sheffield (hybrid, with client travel)
Salary: £45,000 to £50,000
Sector: Utilities | Regulated Environment
Role: The role focuses on helping utility companies introduce new digital tools, processes, and ways of working so that customers have a smoother experience, especially when requesting new or modified utility connections. The goal is to make the change work in the real world, not just on paper.
Responsibilities:
- Understand real customer journeys by working with teams in utility companies to understand how customers request new water or gas connections, where delays or miscommunication occur, and what affects the customer experience. This includes talking to operational teams and reviewing real cases.
- Support the rollout of new digital tools by helping train staff, improve adoption, identify where the platform is not used correctly, and bridge gaps between intended design and real-life usage. Ensure digital tools actually help customers.
- Fix root causes of customer issues by analyzing what went wrong, why it wasn’t fixed earlier, and whether there were breakdowns in process, communication, roles, data, or system behavior. Use findings to drive permanent improvements across the business.
- Act as the customer’s voice to ensure clear, consistent communication, understanding of timelines and expectations, and ongoing updates within the organization.
- Support go-live and early operation by guiding teams, monitoring issues, ensuring changes stick, and measuring benefits; participate in the full lifecycle from design through embedding.
Who You Work With: Customers may include property developers and builders, commercial organisations, and individuals connecting new homes or sites. Internally, you collaborate with operational teams, customer service teams, digital platform teams, and project groups.
Who This Role Suits:
- Has experience delivering customer-focused change in complex or regulated industries.
- Works well with operations and frontline teams.
- Understands customer service or connections-type processes.
- Enjoys hands-on delivery over high-level strategy.
- Likes solving root-cause problems rather than handling individual customer complaints.
- Utility experience helps but isn’t required—experience from other service-led sectors (finance, telecoms, local government, transport, etc.) can be equally valuable.
In Summary: This job is about making sure change actually works for customers. You bridge the gap between digital tools, operational teams, and real customer needs—focusing on fixing underlying issues, improving processes, and ensuring a smoother journey for anyone requesting utility connections.
Note: You must be living and eligible to work in the UK to apply for this position. If you are interested in this role, please apply via the provided link or contact The Resolute Group for further information. All correspondence will be dealt with in the strictest confidence.
Customer Change Consultant employer: The Construction Index Ltd
Contact Detail:
The Construction Index Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Change Consultant
✨Tip Number 1
Network like a pro! Get out there and connect with people in the utilities sector. Attend industry events, join relevant online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by understanding the company’s digital tools and customer service processes. Research their recent projects and think about how you can contribute to improving customer experiences. Show them you’re not just another candidate; you’re the one they need!
✨Tip Number 3
Practice your problem-solving skills! Be ready to discuss real-life scenarios where you’ve tackled customer issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make a lasting impression.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s make that connection happen!
We think you need these skills to ace Customer Change Consultant
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Change Consultant role. Highlight your experience in customer-focused change and any relevant skills that match the job description. We want to see how you can bridge the gap between digital tools and real customer needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about improving customer experiences in regulated industries. Share specific examples of how you've solved root-cause problems in the past, and let your personality come through.
Showcase Relevant Experience: When filling out your application, don’t just list your previous jobs—show us how they relate to this role. Whether it's working with operational teams or rolling out new processes, we want to see how your background makes you a great fit for the Customer Change Consultant position.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the StudySmarter team!
How to prepare for a job interview at The Construction Index Ltd
✨Know the Customer Journey
Before your interview, dive deep into understanding the customer journey in utility services. Familiarise yourself with how customers request new connections and where common issues arise. This knowledge will help you demonstrate your ability to bridge gaps between digital tools and real-world applications.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples of how you've tackled root-cause problems in previous roles. Utility companies value hands-on delivery, so share stories that highlight your analytical skills and your approach to fixing underlying issues rather than just addressing surface-level complaints.
✨Emphasise Collaboration
This role involves working closely with various teams, so be ready to talk about your experience collaborating with operational and frontline teams. Highlight instances where you’ve successfully communicated across departments to improve processes or implement new tools, showcasing your ability to act as the customer's voice.
✨Prepare for Real-World Scenarios
Expect scenario-based questions during your interview. Think about how you would support the rollout of new digital tools or guide teams through go-live phases. Practising these scenarios will help you articulate your thought process and demonstrate your readiness to ensure changes stick and benefit customers.
