Customer Service Manager

Customer Service Manager
Location: South Yorks / North Lincs
2 Year Fixed Term Contract
£65-£70k pa + 15% performance bonus + car allowance + £4k retention bonus

The energy industry is advancing with investment in smart technology innovation and Northern Powergrid, as the company responsible for powering everyday life for 8 million customers across 3.9 million homes and businesses in the Northeast, Yorkshire and northern Lincolnshire, is at the forefront of delivering a power network that meets the region’s needs, now and in the future.

Our vision is to be the best energy company in serving our 3.9 million homes, whilst delivering a sustainable energy solution. As a dedicated Customer Service Manager you will be an integral part of achieving this, while always striving to keep our customers’ power flowing.

Reporting to the regions General Manager, you will be responsible for being the customer champion in the South Yorks / North Lincs area, acting as the voice of the customer internally to embed a relentless pursuit of service excellent through continuous customer service improvement, whilst driving consistently high standards and supporting the implementation of central customer improvement initiatives.

Key Responsibilities

·Have direct line management responsibility for a team of customer service colleagues and managers, inspiring and motivating them to exceed all customer service targets and expectations.

·Develop a regional customer service and stakeholder engagement strategy;

·Act as a champion of excellent customer service in your region, being visible and leading a local community stakeholder presence, whilst enhancing the Northern Powergrid brand across the region;

·Lead the customer service agenda within each operational region to deliver a 10/10 experience for our customers, effectively engaging with senior peers across the directorate and beyond, as a member of the leadership team;

·Build capability of the regional teams, embedding a culture of Customer First in order to deliver Northern Powergrid’s strategic objectives and drive continual improvement of our customer satisfaction scores;

·Keep abreast of both industry and Company changes; proactively bringing thought leadership on continuous improvement opportunities in the customer service arena and locally implement and embed centrally agreed improvement initiative;

·Analyse regional performance, utilising voice of the customer feedback to drive improvements and prioritise plans;

·Challenge the status quo, working with colleagues across the region and our service providers to make Every Contact Count; holding colleagues and delivery service providers to account where evidence of customer service underperformance or opportunities for improvement are identified to support our aim to deliver a 10/10 customer experience;

·Work alongside and hold the regional leadership team to account on relevant matters of customer service, enabling and supporting colleagues to achieve the best outcome for our customers and Northern Powergrid;

·Act as a central point of escalation for key service failures where our service has fallen below the expected standard, undertaking in-depth analysis of our service and identifying key learning points and trends; and

·Own the process for maximising the utilisation and effectiveness of the customer welfare vehicles; and ensure the regional team are implementing the required supportive measures.

Key Competencies

·Strong leader –ability to manage and lead a group of people to achieve outstanding levels of customer service

·Demonstrate resilience –the ability to keep going in challenging times and not losing sight of the overall goal, especially given the journey Northern Powergrid is on in terms of delivery for our customers;

·Exhibit creative and innovative thinking –ability to identify and implement new ideas to improve customer service standards;

·Be an effective communicator at all levels –including all professionals and customers;

·Demonstrate sound judgement and effective decision making;

·Strong problem-solving skills –well-organised with ability to prioritise;

·Be able to motivate and inspire others;

·Respond well to challenges in a pressurised environment; and

·Diplomatic when dealing with difficult situations, always representing the Northern Powergrid brand.

Qualifications & Attributes

Essential Qualifications and Experience

• Extensive experience of managing in a customer service environment;
• Extensive experience of stakeholder management;
• Experienced people manager and leadership
• Must possess a full UK driver’s licence;
• Educated to Degree level is desirable.

Additional Information

Closing date for applications: 26 October 2026

In order to comply with our electricity distribution license, we have to ensure our colleagues are fit and proper to visit and enter our customers premises. Consequently, as this role may involve visiting and entering our customers premises, please be aware that the successful candidate will be subject to a basic Disclosure and Barring Service (DBS) check. Please confirm in our application if you are content for this check to be completed.