HEAD OF CUSTOMER EXPERIENCE AT SO ENERGY

Reporting into our Customer Operations Director, Jess,
This role is about action and results, ensuring every customer interaction is smooth, consistent, and reflects the So Energy brand. Success will be measured by tangible outcomes: higher satisfaction, fewer complaints, improved retention, and a culture where every team member takes responsibility for delivering great customer experiences. The role will ensure So Energy stands out in a competitive market by creating an experience that is brand-aligned, distinctive and difficult to replicate.

THIS ROLE WILL BE A GREAT FIT IF:

You have great ownership, thriving on taking action, solving problems, and delivering visible results. You combine hands-on delivery with strong leadership, inspiring teams across the business to put customers first every day. You have the ability to turn insight into action, break down barriers to great service, and make improvements that stick. You have accountability for outcomes, from higher satisfaction scores to stronger loyalty, and you ensure the So Energy brand shines through every interaction. Most importantly, you have the passion to make our customer experience stand out in a competitive market.
Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.
So, if this role excites you, don’t let our role description hold you back, get applying!
Support – If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed.