Contract type: Permanent; Full-Time (37.5 hours per week)
Salary Starting: Dependent on experience
Performance Bonus: up to 25% of basic annual salary
Ref: KE/26/01
Who We Are
At Kinecx Energy, we manage the vital ‘Ten Towns’ gas network in Northern Ireland that powers homes, factories, universities, schools, and essential services like hospitals. Our network runs from Derry/Londonderry in the North-West right down to Newry in the South-East. It’s more than just infrastructure – it’s about keeping communities warm and businesses running as we transition to more renewable energy, in the form of biomethane, in the future.
The Vacancy
This is a newly created role within our Business Development directorate.
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.
Key Duties
Customer Engagement Strategy & Customer Experience Improvement
* Act as a champion for customer outcomes across field and office-based teams
* Provide leadership and guidance to colleagues contributing to customer engagement and communications
* Manage Customer Service operations, enhancing customer experience across the full gas lifecycle – connection, maintenance and replacement, with a focus on efficiency and service quality
* Manage the team of Energy Advisors in their day‑to‑day operations, primarily focused on the delivery of network connections
* Work closely with Marketing to develop and roll out connection campaigns and all forms of customer communications, informed by customer insight and data
* Engage with installers, energy suppliers, contractors, and local authorities involved in gas projects
* Analyse recurring issues such as connections delays, appointment access, or communication gaps, prioritising improvement actions
Customer Feedback, Complaints Insight & Continuous Improvement
* Track customer satisfaction, Net Promoter Score, complaint trends, and service‑level metrics to inform decision making and continuous improvement
* Ensure customer engagement activities comply with regulations from bodies such as Utility Regulator, Consumer Council and HSENI
* Support reporting related to Guaranteed Standards of Service (GSS), service quality, and customer compensation schemes
* Oversee complex or high‑priority customer cases such as vulnerable households, business‑critical gas users, and repeated issues
* Collaborate with internal teams to ensure evidence and documentation are maintained for audits
Digital & Process Improvement
* Support or lead implementation of customer‑facing tools and systems including CRM based solutions such as:
o Online tracking for connections
o Complaints recording
* Work with internal teams to improve end‑to‑end processes, documentation, and handovers to other teams and contractors.
Benefits
* Competitive Package – We offer excellent remuneration and comprehensive benefits, rewarding exceptional talent.
Qualifications / Experience
* Minimum 3 years’ experience in a senior customer‑facing, operational, commercial or service transformation role within a complex or regulated environment.
* Proven experience delivering operational or process improvement and implementing changes that improve efficiency and customer outcomes.
* Strong track record of continuous improvement, using customer insight, complaints data and performance metrics to streamline processes and improve customer satisfaction.
* Analytical mindset and be proficient in CRM tools and Microsoft Office suite.
* Experience analysing customer and operational data to inform decisions, prioritise initiatives and measure impact.
* Experience leading, influencing or coordinating multi‑disciplinary teams, ensuring consistent customer and commercial outcomes.
* Ability to act as a senior customer advocate, influencing stakeholders to balance customer experience and commercial objectives.
* Excellent communication and engagement skills, with the ability to lead change and embed new ways of working.
* Full UK driving licence.
* Understanding of Northern Ireland's energy sector, particularly the interactions between networks and suppliers and energy meter operations (gas and/or electricity).
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