At a Glance
- Tasks: Lead customer experience for heat networks, ensuring top-notch service and compliance.
- Company: Join a market-leading renewable energy company in a hybrid role.
- Benefits: Enjoy a competitive salary, flexible working, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on continuous improvement and community engagement.
- Why this job: Make a real difference in customer satisfaction while working on impactful projects.
- Qualifications: 5+ years in consumer utilities with strong complaint management and regulatory knowledge.
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
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 that impact communities positively. 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. 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! Create a portfolio or a presentation that highlights your achievements in managing customer complaints and improving service delivery. This will give you an edge 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 keen to join us directly. Let’s make it happen!
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, especially in regulated environments. We want to see how your skills align with what we're looking for!
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 and how you can contribute to our team. Be sure to mention any relevant experience with metering, billing systems, or customer satisfaction programmes.
Showcase Your Achievements:When detailing your experience, focus on specific achievements that demonstrate your ability to drive continuous improvement and manage complex complaints. Numbers and results speak volumes, so don’t hold back on sharing your successes!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy!
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. You might be asked how you ensure compliance in your previous roles, so have some examples ready that showcase your understanding of these frameworks.
✨Showcase Your Analytical Skills
Since strong Excel skills are a must, prepare to discuss how you've used data to drive improvements in service delivery. Bring examples of reports you've created or insights you've derived from data analysis that led to positive changes.
✨Be Ready for Scenario Questions
Expect questions about handling complex complaints or service failures. Think of specific situations where you successfully navigated challenges, and be prepared to explain your thought process and the outcomes.
