Customer Experience Manager

Gi Group; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Gi Group is seeking a Customer Experience Manager for a 12–14 month FTC, focusing on customer experience in the renewable energy sector. The successful candidate will oversee service delivery, manage customer complaints, and ensure compliance with regulations while working in a hybrid setup between London and Bristol.

Candidates should have at least 5 years of experience in consumer utilities and a demonstrated ability to manage service delivery effectively while enhancing customer satisfaction through structured programmes.

Qualifications

• 5+ years in consumer utilities and consumer protection regulation.
• Experience managing service delivery in customer-facing environments.
• Ability to manage competing priorities effectively.

Responsibilities

• Oversee outsourced provider performance in customer service.
• Own the complaints framework ensuring compliance and best practice.
• Lead a structured Voice of Customer programme.

Skills

Customer complaint management

Metering and billing systems

CSAT/NPS program contributions

Utilities regulation understanding

CRM systems usage

Communications skills

Analytical skills

Excel skills

Organizational skills

Stakeholder management

Job description

Customer Experience Manager – Heat Networks (12–14 Month FTC, Maternity Cover)

Hybrid – London or Bristol (c. 3 days in office per week)

PAYE or Approved Umbrella Only

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.
• 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’ll 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.