Energy Advisory Manager

Jersey Electricity; Saint Helier; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Private medical insurance

Discounted electricity rates

Powerhouse discounts

EV subsidies

Gym memberships

Mental Health First Aiders on site

Sports groups

Job summary

Jersey Electricity plc in Jersey, Channel Islands, is seeking an Energy Advisory Manager to lead the Energy Advisory Team, delivering clear energy advice and tariff education. You will develop the team, handle complex enquiries and drive customer satisfaction.

The role includes shaping energy guidance for domestic and commercial customers, collaborating across JE, and continuously improving processes and customer journeys.

Qualifications

• Experience leading or coaching colleagues in a customer-focused environment.
• Experience handling complex customer inquiries, investigations or escalations.
• Experience using customer or operational insight to improve services or processes.
• Experience working collaboratively across different teams and stakeholders.
• Previous experience within energy, utilities, customer accounts, tariffs or energy advice would be advantageous.

Responsibilities

• Lead and develop the Energy Advisory Team with clear objectives.
• Provide accurate energy advice on tariffs, billing, AMI, heating solutions.
• Support domestic and commercial customers with energy needs.
• Ensure effective customer aftercare following tariff changes and other energy activity.
• Collaborate with JE teams on tariff, AMI and engagement initiatives.

Skills

Leadership

Customer Experience

Analytical thinking

Tariff knowledge

Coaching

Planning & Organisation

Stakeholder management

Energy efficiency knowledge

Job description

Energy Advisory Manager

Application Deadline: 15 November 2026

Department: Customer Care

Employment Type: Permanent

Location: Jersey, Channel Islands

Reporting To: Kate Gosson

Description

The Energy Advisory Manager leads the Energy Advisory Team, making sure customers get clear, practical, and expert assistance to understand and manage their energy consumption.

The role includes developing the team, delivering high-quality energy advice and tariff education. It supports customers with detailed energy consumption questions and seeks to continually improve the overall customer experience.

Key Responsibilities

Team Leadership

• Lead, empower and develop the Energy Advisory Team, setting clear objectives and expectations.
• Coach and support colleagues to build their knowledge, confidence and capability.
• Manage team performance through regular feedback, one to ones and development conversations.

Energy Advice & Customer Support

• Ensure customers receive accurate and accessible advice on energy use, tariffs, billing, AMI, heating solutions and improving energy conservation.
• Supervise complex energy usage enquiries and investigations, ensuring customers receive clear explanations and practical recommendations.
• Support both domestic and commercial customers with their energy needs.
• Ensure effective customer aftercare following energy advice, tariff changes and other energy related activity.

Customer Engagement

• Develop and manage proactive customer interaction and education initiatives to help customers better understand and manage their energy use.
• Identify opportunities to improve customer communications, guidance and support.
• Ensure customers who may need additional assistance receive appropriate and accessible support.

Continuous Improvement

• Supervise the quality and consistency of advice provided by the team.
• Use customer feedback, operational insight and emerging trends to seek opportunities for improvement.
• Develop and improve processes, customer journeys and ways of working.
• Ensure customer records and advisory activity are accurate and appropriately documented.

Collaboration

• Build strong working relationships across JE to deliver joined up customer outcomes.
• Share customer insights, emerging themes and recommendations with relevant partners.
• Work collaboratively on tariff, AMI, customer engagement and energy advisory initiatives.

Skills, Knowledge & Expertise

• Strong leadership and people management skills.
• Excellent customer experience and communication skills.
• Strong analytical and problem-solving capability.
• Ability to understand and explain complex energy, tariff and billing information clearly.
• Strong coaching and team development skills.
• Good planning, organisation and stakeholder management skills.
• Knowledge of energy usage, tariffs, billing and energy efficiency.
• Understanding of customer experience and continuous improvement principles.

Experience

• Experience leading, managing or coaching colleagues within a customer focused environment.
• Experience managing complex customer enquiries, investigations or escalations.
• Experience using customer or operational insight to improve services or processes.
• Experience working collaboratively across different teams and stakeholders.
• Previous experience within energy, utilities, customer accounts, tariffs or energy advice would be advantageous.

Job Benefits

Jersey Electricity provides excellent benefits, catered towards financial, physical and mental wellbeing. Starting with

• private medical insurance
• discounted electricity rates
• discounts within our Powerhouse shop
• subsidies on EVs
• gym memberships
• on-site Mental Health First Aiders
• organised sports and activities groups

We offer competitive salaries combined with an attractive pension. We are family-friendly and strive to give you a life work blend to both love your job, do excellent work and spend meaningful time with your family and friends. We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, gender, sexual orientation, age or disability status.