Title:  Customer Experience Supervisor

Be the difference customers remember for all the right reasons

We’re hiring 4 Customer Experience Supervisors across our North West Network – covering Manchester, Stockport, Lancaster and Liverpool.

As a Customer Experience Supervisor, you’ll support leading a team of 5–6 Customer Liaison Officers, providing day‑to‑day guidance, coaching and support to ensure customers receive exceptional, consistent and compassionate service throughout our works programmes.

This is a leadership role at the front line. You’ll be out in the field with your team—visible on site, engaging with customers face to face, resolving escalations, and ensuring every interaction reflects our customer‑first approach. Your supervision, quality checks and mentoring will build capability, confidence and professionalism within your team.

You don’t need experience in utilities, Gas Distribution Networks (GDNs) or mains replacement. We’re looking for strong people leaders with excellent customer service backgrounds who can motivate others, manage performance, and handle sensitive customer situations with empathy and clarity.

Working closely with planning, operational and delivery teams, you’ll make sure the customer perspective shapes how we work. Using insights and feedback, you’ll identify trends, risks and opportunities for improvement, reducing complaints, raising satisfaction and ensuring communities feel supported and informed.

Why you’ll love this role

Lead with Purpose
Supervise, develop and inspire a team of Customer Liaison Officers delivering consistently great customer experiences.

Make a Real Impact
Support households and communities through periods of disruption while ensuring they feel informed, respected and reassured.

Variety Every Day
Spend time on site with your team, manage escalations, coach colleagues and build positive local relationships. You’ll support across escalated incidents in and across our Networks.

Continuous Improvement
Use customer insight and real‑time feedback to influence delivery, raise standards and improve outcomes.

Community Connection
Represent the customer voice, build trust face to face, and foster strong relationships with local residents and stakeholders.

What you’ll bring

• A full UK Driving Licence
• Experience supervising or leading a customer‑facing team (field, retail, hospitality, call centre, public sector—any strong customer service environment)
• Strong face‑to‑face engagement skills and confidence managing sensitive or challenging situations
• Excellent written and verbal communication
• An organised, proactive approach, able to manage priorities across a geographical area
• Experience handling complaints, enquiries and customer escalations
• Coaching, mentoring or performance‑management experience
• Ability to work collaboratively with operational, planning or delivery colleagues
• A track record of using customer insight, surveys or feedback to improve service