Customer Change Consultant

Customer Change Consultant

Location:

Manchester or Sheffield (hybrid, with client travel)

Salary: £45,000 to £50,000

Sector:
Utilities | Regulated Environment

Role Overview

A Customer Change Consultant helps utility companies (water and gas) introduce new digital tools, processes, and ways of working so that customers have a smoother experience especially when requesting new or modified utility connections.

The role isn't about writing strategies and leaving them on paper. It's about making the change work in the real world.

You would be based in Manchester or Sheffield, working hybrid, with some travel to client sites.

1. What You Actually Do in This Job

Understand Real Customer Journeys

You work closely with teams in utility companies to understand:

* How customers request new water or gas connections

* Where delays, confusion, or poor communication happen

* What gets in the way of delivering a good experience

This involves talking to operational teams and reviewing real cases (but not managing them).

2. Support the Rollout of New Digital Tools

Utility companies use digital platforms to manage connections. You help:

* Train staff

* Improve adoption

* Identify where the platform is not being used correctly

* Spot gaps between intended design and real-life usage

You essentially make sure the digital tools actually help customers, not frustrate them.

3. Fix Root Causes of Customer Issues

You work on escalated problems-not to solve the individual complaint, but to understand:

* What went wrong

* Why it wasn't fixed earlier

* Whether there were breakdowns in process, communication, roles, data, or system behaviour

Then you use this learning to make permanent improvements across the business.

4. Act as the Customer's Voice

You ensure customers:

* Get clear, consistent communication

* Understand timelines and expectations

* Are kept updated

This is advocacy within the organisation, pushing for better service and clarity.

5. Support Go‑Live and Early Operation

When new tools and processes are launched, you stay involved to:

* Guide teams

* Monitor issues

* Ensure the change really sticks

* Measure whether it's delivering benefits

You're part of the full lifecycle-design, rollout, and embedding.

Who You Work With

Customers may include:

* Property developers and builders

* Commercial organisations

* Individuals connecting new homes or sites

Internally, you collaborate with operational teams, customer service teams, digital platform teams, and project groups.

Who This Role Suits

This role fits someone who:

* Has experience delivering customer-focused change in complex or regulated industries

* Works well with operations and frontline teams

* Understands customer service or connections-type processes

* Enjoys hands-on delivery over high-level strategy

* Likes solving root-cause problems rather than handling individual customer complaints

Utility experience helps but isn't required-experience from other service-led sectors (finance, telecoms, local government, transport, etc.) can be just as valuable.

In Summary

This job is about making sure change actually works for customers. You bridge the gap between digital tools, operational teams, and real customer needs-focusing on fixing underlying issues, improving processes, and ensuring a smoother journey for anyone requesting utility connections.

PLEASE NOTE

You must be living and eligible to work in the UK to apply for this position

If you are interested in this role, please apply via this link or contact Phil Crew via Linked In or call The Resolute Group on (phone number removed).

If this role isn't quite right for you, please follow The Resolute Group for all of our latest positions.

All correspondence will be dealt with in the strictest of confidence