Residential Customer Experience Manager
The Vacancy
What its like to work at Energia Group
- Were proud that 87% of our employees would recommend us as a great place to work. Its more than just a jobits a place where people genuinely enjoy belonging to a committed and supportive team.
- Our valuesTrustworthy, Dynamic, Resourceful, and Community-Focusedarent just words, they guide how we work every day.
- Were dedicated to helping you learn, grow and develop, offering learning opportunities, mentoring, and professional support to help you reach your goals.
- Youll also enjoy some great benefits, like an annual bonus of up to 10%, our award-winning wellbeing programme, a Wellbeing Fund you can spend on whatever recharges you, free counselling service, initiatives to reward long service, free health checks, annual flu jab, free on-site parking, life assurance, plus a generous holiday package with the option to add more days, health cash plans, and fun sports and social clubs.
- We also get the balance right with a hybrid work model, so you can stay connected while still having flexibility.
The Role
The Residential CX Manager is an exciting senior leadership opportunity leading a significant number of Contact Centre teams, with a view to shaping and influencing service delivery to residential customers across a variety of customer contact channels. While the role is aimed primarily at managing the Energia brand, the successful applicant will need to work collaboratively with the Power NI CX Manager in order to deliver aligned objectives and visions.
The role will be accountable for day-to-day contact centre operations, ensuring service delivery meets all necessary operational, customer and regulatory expectations. You will collaborate closely with Billing, PAR, Customer Relations, Sales & Retention and other internal teams to represent the voice of the residential customer, support strategic initiatives, and deliver against key business objectives including customer service, contract retention, debt reduction and energy transition support.
The successful candidate will be responsible for performance management across core KPIs such as ASA, AHT, FCR, Customer Satisfaction, Customer Effort and NPS, supported by robust workforce planning, forecasting, scheduling, and resourcing aligned to demand and seasonal peaks. This role will lead, coach, and develop a high-performing, inclusive contact centre leadership team, with full accountability for quality assurance frameworks, compliance, audit readiness, and operational risk management. You will analyse performance and customer data to identify trends, risks, and opportunities, driving continuous improvement through root cause analysis and corrective actions. A key focus will be managing the people impact of change, championing digital and self-service solutions to improve customer experience and reduce low-value demand, while maintaining strong engagement, wellbeing, and employee relations.
The Residential CX Manager will identify and develop talent, support succession planning, and build future leaders through effective onboarding, training, and capability development aligned to residential energy knowledge. The successful candidate will be responsible for converting insights into actions whilst reporting regularly into the senior leadership team, in addition to developing successful strategies to deliver award winning productivity, quality, employee engagement and energy transition solutions.
What you’ll need
- Current or Recent Team Management Experience – Proven experience leading a team within a contact centre or customer operations environment, with accountability for people performance, engagement, and delivery of day to day results.
- Strong Operational Delivery Focus – Demonstrated ability to manage operational performance against KPIs such as service levels, quality, productivity, customer satisfaction or similar measures, with a clear understanding of how performance impacts customers and the wider business.
- People Leadership & Coaching Capability – Evidence of effective coaching, performance management, and development of advisors, with a genuine interest in building capability, confidence, and future leaders.
- Analytical & Problem Solving Skills – Experience using data, MI, or reporting to understand performance, identify issues, and contribute to improvements or change initiatives.
- Collaborative & Values Driven Approach – Strong communication skills with the ability to work positively across teams, act as a role model for company values, and represent the voice of the residential customer.
If you are enthusiastic about this role but dont meet every single requirement, we still encourage you to apply. Your past experiences might be the perfect match for this or other positions, making you the unique talent were looking for.
NB; You are advised to submit your application as soon as possible as we reserve the right to close posts at any time, once we have received sufficient applications.
We also reserve the right to enhance criteria to facilitate shortlisting.
Full details can be found in the job specification located at the bottom of this page.
NB: If you are successful in this role you will be required to carry out a Basic Access NI check. A criminal record will not necessarily be a bar to obtaining a position.
Our Access NI Statement Policy and Recruitment of Ex-Offenders Policy will be provided upon request to HR.
NB: IPhone users should download job specification using Safari.
The Company
Energia Group is a leading energy company dedicated to playing a key role in decarbonising Ireland’s energy system. Operating through three key business units Renewables, Flexible Generation and Customer Solutions (Energia in ROI and Power NI in NI) – we provide advanced energy solutions and technologies through these two brands.
Join us if you’re passionate about turning ambition into impact, channelling your energy to create a positive difference in Irelands renewable energy future.
Does Energy Move You?
If so, see how you can be a part of the energy transition.
Take a look at our Energy Moves Us video below which is a great insight into our organisation as an employer and to learn a little bit more about the people behind our business.
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