At a Glance
- Tasks: Lead customer experience for renewable energy heat networks and ensure high-quality service delivery.
- Company: Join a market-leading renewable energy company with a focus on sustainability.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and regulatory compliance.
- Why this job: Make a real difference in customer satisfaction while working in a dynamic industry.
- Qualifications: 5+ years in consumer utilities, strong complaint management, and excellent communication skills.
The predicted salary is between 50000 - 60000 £ 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).
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. Job in London LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
As a Customer Experience Manager at our market-leading renewable energy company, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. With a hybrid working model based in London or Bristol, we offer a collaborative culture where your contributions directly impact customer satisfaction and service excellence. Join us to be part of a forward-thinking team dedicated to making a difference in the renewable energy sector while enjoying competitive benefits and opportunities for professional advancement.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager. Job in London LilyLifestyle Jobs
✨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. Think about your past experiences and how they relate to the job description. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Showcase your skills! Bring along examples of your work, like reports on customer satisfaction or improvements you've made in previous roles. This will help demonstrate your expertise in managing customer complaints and service delivery.
✨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 proactive and take the initiative to reach out directly.
We think you need these skills to ace Customer Experience Manager. Job in London LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Customer Experience Manager role. Highlight your experience in managing customer complaints and service delivery in regulated environments, as this is key for us.
Craft a Compelling Cover Letter:Your cover letter should tell us why you're the perfect fit for the role. Share specific examples of how you've improved customer experiences or handled complex complaints in the past.
Showcase Your Skills:Don’t forget to mention your strong Excel skills and experience with CRM systems. We love seeing candidates who can analyse data and produce insightful reports, so make that shine!
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 out on any important updates!
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 regulated environments. Be ready to discuss your past experiences with managing complaints and how you've improved customer satisfaction metrics like CSAT or NPS.
✨Understand the Regulatory Landscape
Familiarise yourself with the relevant regulations such as Ofgem and Heat Trust. Be prepared to talk about how you've ensured compliance in previous roles and how you would approach regulatory changes in this position.
✨Showcase Your Problem-Solving Skills
Think of specific examples where you've successfully resolved complex customer issues or escalations. Highlight your analytical skills and how you've used data to drive improvements in service delivery.
✨Engage with the Team Spirit
Demonstrate your ability to work collaboratively across teams. Share examples of how you've built strong relationships with internal teams and external partners, and how that has positively impacted customer experience.
