Description:
Xoserve, the Central Data Service Provider at the heart of Britain’s gas market, is seeking a Head of Customer Engagement to foster and sustain effective relationships between the company and its customers. The successful candidate will lead the customer engagement strategy, utilizing data-driven techniques, emotional intelligence, and proactive problem-solving to enhance the energy industry’s operations and ensure customer satisfaction.
Role Accountabilities:
- Create an environment where customers are encouraged to openly discuss challenges and collaboratively drive solutions.
- Lead and manage relationships with key industry stakeholders, anticipating, influencing, and responding to code consultations and market initiatives.
- Contribute to the formulation of medium-term business strategies that identify and leverage opportunities in the evolving energy market.
- Engage with Xoserve leadership and service providers, ensuring customer feedback and sentiments are integrated into strategic decisions.
- Develop and evolve Xoserve’s Customer/Stakeholder Strategy, including communications programs and indirect marketing to influence consultations.
- Foster a deep understanding of customer objectives and ensure alignment with Xoserve’s strategy and services.
- Lead and develop high-performing teams, providing regular professional development, feedback, and coaching.
Specialist/Technical Expertise:
- Proven customer and stakeholder engagement expertise at senior levels, with exceptional communication and relationship-building skills.
- Experience influencing industry stakeholders, with knowledge of regulatory principles and Licence obligations.
- A track record in driving strategy development and execution, especially in consultations and working with diverse energy industry stakeholders.
- Comfort in operating at a leadership team level and collaborating with corporate partners.
- Self-starter with a proven ability to lead teams, working independently and knowing when to escalate issues.
What We Offer:
- Competitive salary and discretionary bonus (up to 20%).
- Generous pension scheme (up to 12% employer contribution).
- Life Assurance (4x basic salary) and income protection.
- 28 days annual leave, plus statutory days and options for enhanced leave.
- Family-friendly policies and access to private medical insurance (Bupa).
- Additional benefits include wellbeing initiatives, discounts, volunteer hours, and professional membership support.
- Electric Vehicle Salary Sacrifice Scheme (Octopus EV) and access to health services (24/7 virtual GP, Physiotherapy, Mental Health Support).