LEAD THE CUSTOMER PERFORMANCE THAT TRANSFORMS OUR SERVICE

As our Customer Performance Specialist, you’ll be at the forefront of driving a customer-first culture across Cadent. This isn’t just about monitoring metrics or supporting teams – it’s about leading the proactive customer journey, coaching our Customer Liaison Officers (CLOs), and embedding customer excellence into every touchpoint.
You’ll work across the network, influencing how we deliver customer outcomes through collaboration with LDP owners and internal stakeholders. From designing performance frameworks to acting on customer insights, you’ll be a key driver of strategic and tactical change. You’ll also lead initiatives that improve satisfaction, promote best practice, and ensure our service levels meet Cadent’s expectations.
This is a high-impact, visible role where you’ll shape how we engage with our customers, lead performance improvements, and champion a culture of advocacy and continuous improvement.

QUALIFICATIONS

• Degree or equivalent level qualification, or equivalent experience
• Valid UK Driving Licence
• Accreditation with an appropriate professional body is desirable
• Proven experience leading a Customer Experience team with a strong track record of improving customer satisfaction
• Experience developing and delivering plans aligned to performance targets
• Skilled in managing performance improvements across a large and varied workforce
• Understanding of the regulatory regime and customer commitments within it
• Demonstrable experience in stakeholder management, ideally working with small business owners to drive positive outcomes

Customer Leadership – Be a recognised expert in proactive customer journey management, coaching CLOs and influencing LDP leaders.
Strategic Impact – Drive the delivery of our Customer Plan and KPIs, ensuring service levels align with Cadent’s playbook.
Insight-Driven Change – Use actionable customer insights to shape business decisions and improve customer outcomes.
Performance Excellence – Design and monitor metrics that drive continuous improvement across the CLO community.
Collaborative Culture – Work cross-functionally to embed customer focus into every part of the business.
Innovation & Best Practice – Identify and promote process improvements and best practices across the network.