Nelson Permanent Placements are hiring for a Customer Experience Lead to join an established and growing energy consultancy based in Tamworth. This role supports two exciting businesses that are challenging the energy market and expanding rapidly.
The Customer Experience Lead is responsible for overseeing and continuously improving the end-to-end customer journey for energy consulting clients. This role ensures that every interaction is professional, transparent and value-driven, working closely with sales and operations teams to deliver a consistent and trusted customer experience. Acting as the voice of the customer, the role focuses on resolving issues, analysing feedback, managing escalations and driving service and process improvements that enhance customer satisfaction and long-term relationships.
To be considered for this role as a Customer Experience Lead you will have:
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Excellent communication skills, with the ability to engage professionally across phone, email, chat and social media
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A strong customer-focused mindset, with a genuine desire to deliver positive experiences
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A proactive approach, anticipating customer needs and seeking feedback
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Strong problem-solving skills and the ability to resolve issues efficiently
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High attention to detail in data entry, documentation and process adherence
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A professional and trustworthy manner when handling customer information
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Adaptability and flexibility to manage varied issues and changing priorities
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Strong organisational skills, with the ability to manage multiple cases and meet deadlines
The key responsibilities of this role as a Customer Experience Lead:
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Managing and resolving customer enquiries, complaints and technical issues in a timely and professional manner
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Maintaining in-depth knowledge of company products, services and policies
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Acting as a customer advocate by identifying recurring issues and sharing insights with internal teams
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Building strong customer relationships to drive loyalty and long-term value
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Accurately recording customer interactions and maintaining CRM records
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Proactively engaging with customers to gather feedback, provide support and guide them through updates
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Managing escalations and collaborating with internal stakeholders to improve customer outcomes
The employment package for a Customer Experience Lead is:
• £30,000 per year, depending on experience.
• 37.5 hours per week, Monday–Friday, 9am–5pm.
• 22 days annual leave plus bank holidays.
• An additional day off for your birthday (or the nearest weekday if it falls on a weekend).
• Access to a new Go-Benefits scheme offering discounts on insurance, retail, restaurants, holidays, and healthcare plans.
• Access to an external HR team for confidential support.
• A friendly and growing team with opportunities for career development.
How to Apply:
This vacancy is being advertised on behalf of Nelson Permanent Placements Ltd. The services of Nelson Permanent Placements Ltd are that of an Employment Agency. Please be advised that our client can only accept applications from candidates who have a valid legal permit or right to work in the United Kingdom. Candidates without this right, or who are currently in the process of applying for it, will not be considered
