Customer Experience Manager

Customer Experience Manager page is loaded## Customer Experience Manager locations:
Milton Keynes time type:
Full time posted on:
Posted Todayjob requisition :
R192672, United Kingdom
** Job Family Group:
** Commercial and Retail
** Worker Type:
** Regular
* * Posting

Start Date:

** December 11, 2025
** Business Unit:
** Downstream and Renewables
** Experience Level:
** Experienced Professionals
*
* Job Description:

**## At Shell Energy, we believe there’s a better way to power your business.

Aligned with Shell’s ambition to be a significant global power business and to become net zero by 2050, we are here to guide businesses to a better energy future. One that has the customer and a commitment to cleaner energy at the heart and makes it easy and affordable to embrace new technology.  We offer businesses across Britain 100% renewable electricity and gas.

Our cleaner, affordable and simple solutions help companies manage their energy spend and plan their sustainability roadmap - a fresh approach for environmentally conscious businesses that are looking to boost their sustainability credentials.## ##
** What’s the role
** We’re ambitious with a pace to match, and as part of one of the world’s largest companies, the opportunity and ability to push forward is greater than ever before.

We foster a culture of continuous improvement. Accountability matters, which means enabling transformation through autonomy to influence and see progress through.

Every day we work to provide an environment where all employees feel valued and included and are able to nurture their talent as individuals and as part of a collaborative team.

A diverse and inclusive workplace, embedded in our principles of honesty, integrity and respect, brings together remarkable people and enables them to be themselves. At Shell Energy, you’ll be able to apply and develop your skills and knowledge as part of a collaborative team that’s helping to innovate.##
** What you’ll be doing
** This is a great opportunity to join Customer Operations to lead our Account Management team responsible for customer relationship management, customer service, billing and complaints for our Mid-Market customer portfolio.

Reporting into the Senior Customer Operations Manager, the role requires team management and development skills alongside a strong focus on delivering outstanding outcomes for our customers.

The role supports our business’ aim to:
* Deliver great customer outcomes by providing personalised service to customers and brokers
* Drive cost competitiveness through operational excellence and continual improvement in operations processes

You will get the opportunity to lead a diverse team and drive performance to deliver high levels of customer satisfaction. You will also support multi-disciplinary pan European projects to enhance our digital capabilities within operations.
** Leadership
* ** Lead the Account Management team, circa 6 FTE in SEUK Operations covering account management, customer service, billing and complaints for industrial, commercial, small and microbusiness customers
* Co-ordinate and allocate work across the team to ensure performance within SLA and KPI targets
* Deliver a great employee experience to the team, with a focus on regular coaching, performance reviews and tailored personal development plans in addition to managing induction, training, under performance and absenteeism
* Contribute to the development of the operations strategic plan and lead the development of the functional plan for account management
* Provide leadership and expert knowledge on all aspects of B2B energy operations, including a strong knowledge of Junifer
* Provide accurate and timely reports and insight to the Operations Senior Management Team
** Customer Centricity
*** Lead the development of a customer centric culture in operations, supporting SEUK to develop and maintain strong relationships with customers and brokers alike
* Drive improvement in customer satisfaction scores, identifying and rectifying issues to enhance the customer experience
* Develop SEUK’s approach to capture and respond to customer feedback, working with Shell European and Global colleagues
* Manage customer…