At a Glance
- Tasks: Lead customer experience for renewable energy heat networks and ensure high-quality service delivery.
- Company: Market-leading renewable energy company focused on customer satisfaction.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Join a dynamic team with a focus on continuous improvement and regulatory compliance.
- Why this job: Make a real difference in customer experience while working in a sustainable industry.
- Qualifications: 5+ years in consumer utilities, strong complaint management, and excellent communication skills.
The predicted salary is between 50000 - 60000 £ per year.
Hybrid - London or Bristol (c. 3 days in office per week)
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.
Customer Experience Manager - Heat Networks (12-14 Month FTC, Maternity Cover). Job in London L[...] employer: United Cerebral Palsy of Georgia
Join a forward-thinking renewable energy company that prioritises customer satisfaction and regulatory compliance, offering a dynamic work environment in London or Bristol. With a strong focus on employee development, you will have the opportunity to enhance your skills while contributing to meaningful projects in the heat networks sector. Enjoy a hybrid working model, competitive pay, and a culture that values collaboration and continuous improvement.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager - Heat Networks (12-14 Month FTC, Maternity Cover). Job in London L[...]
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Customer Experience Manager role.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer experience and regulatory compliance. We recommend doing mock interviews with friends or using online resources to get comfortable talking about your experience managing complaints and service delivery.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your achievements in customer satisfaction programmes and operational improvements. This will help you stand out during interviews and demonstrate your proactive approach.
✨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 renewable energy sector.
We think you need these skills to ace Customer Experience Manager - Heat Networks (12-14 Month FTC, Maternity Cover). Job in London L[...]
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Experience Manager. Highlight your experience in managing customer complaints and service delivery, especially in regulated environments. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience in the renewable energy sector. Share specific examples of how you've driven improvements in customer satisfaction or managed complex complaints.
Showcase Your Data Skills:Since data is key in this role, don’t forget to mention your Excel skills and any experience you have with CRM systems. We love seeing how you've used data to enhance service delivery or inform strategic decisions in your previous roles.
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 United Cerebral Palsy of Georgia
✨Know Your Customer Experience Stuff
Make sure you brush up on your knowledge of customer experience management, especially in the utilities sector. Familiarise yourself with key concepts like CSAT and NPS, and be ready to discuss how you've used customer insights to drive improvements in previous roles.
✨Showcase Your Problem-Solving Skills
Prepare examples of complex complaints you've managed, particularly in regulated environments. Highlight your approach to resolving these issues and how you ensured compliance with regulations like Ofgem. This will demonstrate your ability to handle high-pressure situations effectively.
✨Understand Regulatory Compliance
Get a good grasp of the regulatory frameworks relevant to the role, such as Heat Trust and Ofgem standards. Be prepared to discuss how you've navigated compliance in past positions and how you would ensure adherence in this new role.
✨Be Ready to Discuss Data Insights
Since the role involves using data to enhance service delivery, come prepared with examples of how you've used data analysis to inform decisions. Brush up on your Excel skills and be ready to talk about any tools or systems you've used to track performance and report on metrics.
