At a Glance
- Tasks: Lead customer experience for renewable energy heat networks and ensure top-notch service delivery.
- Company: Join a market-leading renewable energy company with a focus on sustainability.
- Benefits: Hybrid work model, competitive pay, and opportunities for professional growth.
- Other info: Collaborative team culture with a focus on continuous improvement and regulatory compliance.
- Why this job: Make a real difference in customer satisfaction while working in a dynamic environment.
- 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 - 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, 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 practising common questions related to customer experience management. Think about your past experiences and how they relate to the role. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your achievements in customer experience, especially in regulated environments. This can really set you apart from other candidates and give you an edge during interviews.
✨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 seeing candidates who are proactive about their job search!
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 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 this 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 application process. It helps us keep track of your application and ensures you don’t miss 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, NPS, and regulatory compliance. Being able to discuss these topics confidently will show that you're serious about the role.
✨Prepare for Scenario Questions
Expect questions about how you would handle specific customer complaints or service failures. Think of examples from your past experience where you successfully resolved issues or improved processes. This will demonstrate your problem-solving skills and ability to manage complex situations.
✨Show Off Your Data Skills
Since the role involves using data to enhance service delivery, be ready to talk about your experience with Excel and CRM systems. Prepare to discuss how you've used data insights to drive improvements in customer satisfaction or operational efficiency in previous roles.
✨Engage with the Company’s Values
Research the company’s mission and values, especially around renewable energy and customer service. Be prepared to explain how your personal values align with theirs and how you can contribute to their goals. This shows that you’re not just looking for any job, but that you genuinely want to be part of their team.
