QUALIFICATIONS & EXPERIENCE:

• Proven experience in a customer service, account management or operations role within the utilities or energy sector.
• Experience with Service desks e.g. Fresh Desk, Zen Desk etc.
• Familiarity with UK energy market processes, MPAN/MPRN management, and contract lifecycle handling.
• Experience managing or using CRM systems (Utility Click).
• Strong Excel/data management skills with attention to detail and accuracy.
• Excellent communication and interpersonal skills, with the ability to manage relationships with both internal teams and external customers.
• Strong organisational and time management abilities.

DESIRABLE SKILLS:

• Knowledge of energy industry stakeholders (e.g. suppliers, MOPs, DC/DA agents).
• Experience supporting commercial pricing or tendering activities.
• Ability to understand and explain utility billing or contract terms to non-technical stakeholders.
• Understanding of regulatory obligations such as GDPR and LOA governance.

ROLE OVERVIEW:

We are looking for an experienced and detail-oriented Customer Service Manager to lead our Utilities Customer Service Team. This role is central to delivering a seamless onboarding experience, ensuring accurate data management, supporting commercial pricing activities, and maintaining high levels of customer satisfaction.
The ideal candidate will have strong experience in the utilities sector (gas, electricity, or dual fuel), excellent communication skills, and a proactive approach to team leadership and service delivery.

KEY RESPONSIBILITIES:

1. Client Onboarding and Support

• Oversee the customer onboarding process, ensuring accurate logging and filing of key documentation including Letters of Authority (LOAs), MPANs/MPRNs, and utility bills.
• Validate site and meter data with suppliers, Meter Operators (MOPs), and Data Collectors/Aggregators (DC/DA).
• Maintain regular communication with clients and the sales team to provide updates on onboarding progress, contract status, or any issues.
• Ensure monthly client reports are prepared and issued on schedule, highlighting any issues or data anomalies for escalation and resolution by the Sales team.

1. Data and CRM Management

• Maintain accurate and up-to-date customer records in the CRM system, including contract details, billing information, and consumption data.
• Oversee timely entry and regular auditing of customer data to ensure quality and consistency.
• Manage and process updates to clients’ site lists and meter portfolios, including Change of Tenancy (COT) events and portfolio amendments.

1. Pricing and Tender Support

• Coordinate utility tendering processes by liaising with suppliers to gather and validate pricing data.
• Organise and prepare supplier quotations for presentation to the Sales team and ultimately to the customer.
• Assist in the preparation of customer renewal proposals and pricing comparisons.