Customer Experience Lead | Energy & Utilities

Elastic Ltd; Oxford; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Elastic Ltd is seeking a Customer Experience Manager for the energy and utilities sector in Oxfordshire. The role is hybrid, three days per week, and will own the end-to-end customer journey as the business scales.

You will oversee metering, billing, and customer service performance, manage escalated complaints, and support revenue collection. Experience in regulated environments such as energy, utilities, telecoms, or financial services is highly valued.

Qualifications

• Own and improve customer experience processes.
• Experience with metering, billing, and regulated customer service.
• Strong knowledge of consumer regulation compliance.

Responsibilities

• Own and improve customer experience processes
• Oversee metering, billing and customer service performance
• Manage escalated complaints and resolutions
• Support credit control and timely revenue collection
• Monitor customer satisfaction and service KPIs
• Ensure compliance with relevant consumer regulations
• Support the onboarding of new customers

Job description

Elastic Ltd is seeking a Customer Experience Manager for the energy and utilities sector in Oxfordshire. The role is hybrid, three days per week, and will own the end-to-end customer journey as the business scales.

You will oversee metering, billing, and customer service performance, manage escalated complaints, and support revenue collection. Experience in regulated environments such as energy, utilities, telecoms, or financial services is highly valued.