Customer Excellence Manager at OCU

Reading, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

20 Apr, 26

Salary

0.0

Posted On

20 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Management, Regulatory Compliance, Leadership, Communication, Analytical Skills, Problem Solving, Continuous Improvement, Collaboration

Industry

Utilities

Description

Role Overview The Customer Excellence Manager plays a critical role in ensuring outstanding customer performance and will spearhead OCU’s customer focus across our DNO frameworks. This includes ensuring compliance with PSI and Broad Measure targets, leading initiatives to enhance customer satisfaction, and delivering education programs to boost customer performance awareness among all contract staff. By fostering a culture of customer excellence, the role will ensure continuous improvement and align OCU’s performance with DNO expectations. Duties and Responsibilities 1. Customer Performance Management · Lead and monitor customer performance metrics across all DNO contracts. · Ensure OCU meets PSI and Broad Measure regulatory targets. · Develop educational programs to increase staff awareness and understanding of customer performance management. · Collaborate closely with SSEN to boost Broad Measure scores for connections and supply continuity. · Investigate poor performance failings and implement improvements based on findings. 2. Complaints & Continuous Improvement · Manage the end-to-end complaints process, ensuring timely resolution. · Monitor compliance with customer resolution standards and escalate issues if needed. · Analyse complaints, identify trends, and implement lessons learned for continuous improvement. · Develop a structured process to investigate low Broad Measure scores, ensuring fast findings. · Cascade lessons learned to teams via toolbox talks to the wider team. · Produce reports on customer performance, broader measures, complaints and actions. · Foster continuous improvement and customer excellence culture. Leadership & Culture · Build a positive, performance-driven culture across operational support functions. · Foster a customer-centric culture. · Promote collaboration across teams. · Lead by example, ensuring customer excellence is a shared priority. Key Skills & Experience Essential · Experience working within a regulated business environment · Experience in customer management within power/utilities sector · Knowledge of DNO regulatory targets with an appreciation of the mechanisms to scoring. · Leadership in customer-focused initiatives. · Strong communication skills. Desirable · Experience with continuous improvement programs. · Prior leadership in a similar DNO environment. Person Specification · Highly organised, analytical and solution focused. · Strong communicator with the ability to influence across all levels. · A problem-solver who thrives in a fast-paced operational environment. · Proactive mindset with an eye for continuous improvement and efficiency. · Collaborative and team oriented. Performance Measures · Achieving PSI and Broad Measure targets. · Reduction in complaint resolution times. · Demonstrated improvement in customer satisfaction scores. · Successful delivery and implementation of customer excellence educational programmes Driven by values, powered by inclusion. At OCU, our values guide everything we do: integrity, collaboration, respect, innovation and one company united. They shape how we work with our clients, communities, and each other. We believe that inclusion is more than a principle — it’s the foundation of our success. By embracing equity and ensuring that every individual has the opportunity to thrive, we create a workplace where diverse perspectives are valued, and everyone feels they belong. Together, we build stronger teams, deliver better outcomes, and grow in ways that reflect the communities we serve. If you want to be part of a culture where values matter and inclusion is at the heart of everything we do apply now and help us shape the future together. If you are invited to progress in the recruitment process, will you require any reasonable adjustments to support you? Please let us know so we can ensure the process is accessible and fair for you. Any information you share will be treated confidentially and will only be used to support you during the recruitment process.

Responsibilities

The Customer Excellence Manager is responsible for leading customer performance management and ensuring compliance with regulatory targets. This includes managing complaints, fostering a culture of customer excellence, and implementing educational programs.