Artemis Human Capital are exclusively recruiting for a newly created role within a growing Energy firm.
Reporting to the Director of Business Development, the Customer Experience Manager is responsible for designing and delivering customer engagement strategies that enhance satisfaction, build trust, and improve the end-to-end gas connection journey for customers within a regulated network environment.
The role ensures customers and stakeholders receive timely, clear, and compliant communications, particularly during connections activity, service interruptions, and emergency events. A key focus is delivering a consistent and transparent customer experience aligned to regulatory and operational requirements.
A strong emphasis is placed on continuous improvement, operational effectiveness, and customer advocacy.
Acting as the “voice of the customer,” the postholder will work cross-functionally with Engineering, Marketing, and Regulatory teams, using customer insight, complaints data, and performance metrics to improve the customer journey. This includes reducing complaints, enhancing communication clarity, strengthening safety messaging, improving transparency, and supporting regulatory and performance commitments.
On Offer
Market leading salary
Company Car
25% bonus
Private Medical
Key Responsibilities
Customer Engagement Strategy & Experience Improvement
- Act as a customer champion across operational and field-based teams
- Provide leadership and direction for customer engagement and communications activity
- Oversee Customer Service operations across the full gas lifecycle, including connections, maintenance, and replacement services
- Manage Energy Advisors in the delivery of network connection activity and associated customer interactions
- Collaborate with Marketing teams to design and deliver connection campaigns and customer communications informed by insight and data
- Engage with installers, suppliers, contractors, and local authorities involved in gas infrastructure projects
- Identify and address recurring service issues such as delays, access challenges, and communication gaps
Customer Insight, Complaints & Continuous Improvement
- Monitor customer satisfaction, Net Promoter Score, complaints trends, and service performance metrics to drive improvement
- Ensure compliance with regulatory requirements including Utility Regulator, Consumer Council, and HSENI standards
- Support reporting for Guaranteed Standards of Service (GSS), service quality, and compensation schemes
- Manage complex or high-priority customer cases, including vulnerable customers and business-critical users
- Ensure accurate documentation and evidence is maintained for audit and compliance purposes
Digital & Process Improvement
- Support and/or lead implementation of customer-facing systems and digital tools, including CRM enhancements such as:
- Appointment scheduling improvements
- Online tracking of connection progress
- Call handling systems
- Complaints management systems
- Drive end-to-end process improvements across customer journeys, documentation, and operational handovers
Essential Experience & Skills
- Minimum 3 years’ experience in a senior operational, commercial, or service transformation role within a complex or regulated environment
- Proven track record of delivering operational improvements that enhance efficiency and customer outcomes
- Strong experience in continuous improvement using customer insight, complaints data, and performance metrics
- Analytical mindset with strong CRM capability and proficiency in Microsoft Office applications
- Experience leading or coordinating multi-disciplinary teams to deliver consistent service and commercial outcomes
- Ability to act as a senior customer advocate, balancing customer experience with commercial and regulatory priorities
- Strong communication and stakeholder management skills, with experience driving change and embedding new ways of working
- Full UK driving licence
Contact
Nicky Strutt
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