Title:  Customer Performance Specialist

Champion customer experience. Drive performance. Make every interaction count.

We have an exciting opportunity for a Customer Performance Specialist to join our team.

As a Customer Performance Specialist, you’ll lead initiatives to improve customer experience, monitor performance, and embed a customer-first culture across operational teams. You’ll analyse customer metrics, drive digital enhancements, and coach your team to deliver exceptional service.

Why you’ll love this role:

• Customer Strategy – Drive and deliver the customer service strategy, ensuring positive journeys and operational excellence.
• Performance Improvement – Monitor satisfaction scores and complaints handling, recommending actions to achieve upper-quartile performance.
• Innovation – Collaborate on digital and self-service enhancements to improve customer experience.
• Engagement & Education – Facilitate workshops, create bespoke training materials, and support operational teams and managers to embed customer-first thinking.
• Leadership – Coach and develop direct reports, fostering a culture of continuous improvement.

What you’ll bring:

You’re passionate about improving our customer’s experiences and have strong analytical and leadership skills. 

Qualifications & Experience:

• HNC or NVQ in Customer Service (or equivalent).
• Knowledge of operational processes and regulated service standards, including GSOP, complaint handling, and customer satisfaction performance.
• Proven experience or able to demonstrate experience in delivering customer-focused projects and initiatives.
• Comprehensive understanding of customer-facing processes: Emergency Response & Repair (ER&R), Connections, Operations & Maintenance (O&M), MOBs, mains replacement, streetworks, and reinstatement.
• Ability to influence and promote services that support customers in vulnerable situations, including Priority Services Register (PSR).
• Expertise in analysing customer management information (MI) and translating insights into practical solutions, including redesigning customer journeys and interactions.
• Proficiency in CRM, SAP, and data analysis to design future processes and communications.
• (Optional addition) Awareness of Cadent’s decarbonisation initiatives, including hydrogen blending trials and sustainability commitments.

Skills:

• Confident communication and interpersonal skills, with proven ability to create and deliver customer-focused presentations to large and diverse audiences.
• Expertise in analysing customer management information (MI) and translating insights into practical solutions, including redesigning customer journeys and interactions.
• Knowledge of digitalisation trends and customer engagement tools, including self-service platforms and real-time communication channels.
• High adaptability and openness to change in a regulated, fast-moving environment.
• Excellent stakeholder collaboration skills, with experience engaging MPs, local authorities, contractors, and community partners to deliver seamless customer experiences.
• Ability to champion services for vulnerable customers and ensure compliance with GSOP and Priority Services Register requirements.

Ready to champion customer experience and make a real impact? Join us as a Customer Performance Specialist and help shape the future of customer service.