Customer Experience Specialist

SNRG; Sunderland; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

SNRG seeks a Customer Experience Specialist to enhance customer interactions and manage inquiries. You will work closely with the Head of Customer Service to refine processes and ensure exceptional service delivery while utilizing your expertise in energy customer service. This role is vital in shaping client relationships and driving service excellence in a growing energy startup.

Qualifications

• Minimum three years’ experience in customer service within an energy supplier.
• Knowledge of onboarding, billing, and offboarding processes essential.
• Data-driven mindset with strong analysis skills.

Responsibilities

• Handle complex customer inquiries and improve interactions.
• Oversee outsourced customer service operations.
• Analyze customer feedback and identify trends to improve service.

Skills

Customer service experience

Problem-solving

Communication

Analysis skills

Stakeholder engagement

Tools

Zendesk

Salesforce

Qualtrics

Monday.com

Job description

Reports to: Head of Customer Service

Place of work: Home-based, with occasional travel

Salary: Competitive (depending on experience)

About SNRG

SNRG is a fast-growing UK-based smart-grid specialist focused on delivering innovative private-wire energy solutions. Founded in 2018 and backed by industry leaders Centrica and Antin Infrastructure Partners, SNRG develops, builds, and operates integrated energy systems combining rooftop solar, battery storage, EV charging, and low-carbon heat technologies. Our mission is to help residential, commercial, and industrial developments decarbonise while reducing energy costs. With a growing team and ambitious targets to deploy hundreds of megawatts of renewable energy assets across the UK by 2028, SNRG offers a dynamic, mission-driven environment for professionals passionate about clean energy innovation.

Job summary

As a Customer Experience Specialist, you will be at the heart of our customer-facing operations. You will handle complex enquiries, improve customer interactions, and champion a service experience that feels human, helpful, and proactive. You will act as a liaison between customers, our outsourced service provider, and internal teams, spotting areas for improvement, developing processes, supporting training requirements (material and delivery), and helping build an efficient and professional service for our customers. You will work closely with our Head of Customer Service as we build on the foundations of our customer service function and develop solutions to support our growth. This opportunity may develop into managing a small internal second-line team alongside our first-line outsourced service.

Job responsibilities

• Provide day-to-day handling, oversight, and support to our outsourced billing and customer service partner
• Review performance reporting from our service partner, identify areas for improvement, and work with them to deliver enhancements
• Support the development and ongoing management of KPIs and metrics to measure customer service delivery
• Provide second-line support by owning more complex technical or procedural issues that first-line support cannot resolve
• Work closely with other departments (such as engineering and software) to investigate and resolve problems
• Identify opportunities to refine end-to-end customer experience delivery
• Analyse customer feedback and data to identify trends and pain points and drive action to improve customer experience
• Create customer journey maps and support action planning
• Advocate for the voice of the customer across all departments
• Help develop, maintain, and update internal and customer-facing support materials (FAQs, scripts, guides)
• Support the delivery of processes and associated training requirements
• Deliver a consistent, friendly, and solutions-focused customer experience
• Contribute to knowledge sharing within the team and assist newer agents when needed

Skills, experience and/or qualifications

• Minimum three years’ experience working in a customer service function within an energy supplier
• Experience in energy customer service and billing, preferably within the residential energy supplier sector (essential)
• Knowledge of onboarding, change of tenancy, billing, and offboarding processes (essential)
• Experience using CX tools and platforms (e.g., Zendesk, Salesforce, Qualtrics) (essential)
• Experience of working with NPS and CSAT metrics (preferred)
• Experience working with outsourced customer service partners (preferred)
• Knowledge of Monday.com is preferable
• Experience working as part of operational projects (preferred)
• Experience producing customer journey and process mapping (preferred)
• Data-driven mindset with strong analysis skills to support decision making and drive improvements
• Excellent communication and collaboration skills
• Strong stakeholder engagement abilities
• Solutions-focused mindset with a positive attitude
• Empathy, creativity, and a drive to continually improve

Who will this role interact with?

This role will interact across the business.

How to apply

Please send your CV and covering letter to [e-mail] by 20th July 2025. Please include the job title “Customer Experience Specialist” in the subject line of your application email. Only candidates who meet the essential criteria will be contacted.

Why Join SNRG?

At SNRG, you’ll be part of a collaborative and high-performing team that values integrity, initiative, and practical problem-solving. As a growing energy startup, we offer the opportunity to work closely with experienced professionals, contribute meaningfully from day one, and help shape a positive, purpose-driven culture. If you're motivated by impactful work and want to play a key role in transforming how energy is delivered, we’d love to hear from you.

SNRG is an equal opportunities employer and welcomes applications from all suitably qualified candidates.

We reserve the right to close this vacancy earlier than the advertised closing date should a suitable candidate be found