Customer Engagement Manager

Customer Engagement Manager Contract type: Permanent; Full-Time (37.5 hours per week) Salary Starting: Dependent on experience Performance Bonus: up to 25% of basic annual salary Cash Allowance: £6.3k PA or Company Car Ref: KE/26/01 The Vacancy This is a newly created role within our Business Development directorate. As well as offering an excellent remuneration and benefits package, this opportunity will play a pivotal part in our journey towards a lower carbon future, helping new and existing customers in meeting their sustainability ambitions and supporting the transportation of renewable gases through our network. The Role Reporting to the Director of Business Development, the Customer Engagement Manager is responsible for developing and delivering customer engagement strategies that improve satisfaction, trust, and the gas connection journey for customers within our gas network. The role ensures that customers and stakeholders receive timely, clear, and compliant communications, particularly during connections activity, interruptions, and emergency events within a regulated operating environment. The Customer Engagement Manager will be responsible for leading the customer-facing teams including Customer Services and Energy Advisors (Sales) with responsibility for performance management, objective-setting, employee engagement and development and the consistent delivery of performance, quality, and customer interactions. The workload and allocation of time within the role is envisaged as approximately 50% customer engagement strategy, 30% customer service leadership, and 20% Energy Advisor oversight, with a strong focus on continuous improvement and operational effectiveness. Acting as the “voice of the customer,” the postholder will work cross-functionally with Engineering, Marketing, and Regulation teams, using customer insight, complaints data and performance metrics to ensure a seamless connection journey, reduce complaints, improve transparency and reporting, strengthen safety messaging, and support regulatory and performance commitments. Essential Criteria