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 LinkedIn 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