Customer Experience Manager

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

Customer Experience Manager | Energy & Utilities

Oxfordshire – hybrid, 3 days per week

I’m working with a rapidly growing organisation within the energy and infrastructure sector looking to appoint a Customer Experience Manager.

This role will take real ownership of the end-to-end customer journey, helping build and deliver a market-leading customer experience as the business continues to scale.

Key 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

We’re looking for someone with strong customer operations experience within a regulated environment such as energy, utilities, telecoms or financial services.

Experience of metering & billing, CRM systems and regulated customer service would be particularly valuable.