Description

The Customer Excellence Manager plays a critical role in ensuring outstanding customer performance and will spearhead OCU’s customer focus across our DNO frameworks. This role ensures compliance with PSI and Broad Measure targets, leads initiatives to enhance customer satisfaction, and delivers education programs to boost performance awareness among contract staff. By fostering a culture of customer excellence, the manager aligns OCU’s performance with DNO expectations.

The manager is responsible for overseeing customer performance metrics, managing the complaints process, and driving continuous improvement across all DNO contracts. They work closely with partners such as SSEN to improve Broad Measure scores and develop structured processes for investigating low performance. Regular reporting on performance, complaints and actions supports informed decision‑making.

Building a positive, performance‑driven environment is a core focus, with an emphasis on customer centricity and collaboration across operational support functions. The manager leads by example, ensuring that customer excellence is a shared priority throughout the organization.

Performance will be measured against achieving PSI and Broad Measure targets, reducing complaint resolution times, improving customer satisfaction scores, and delivering effective customer‑excellence education programmes. These metrics ensure the manager’s impact on service quality and continuous improvement is quantifiable.

• Lead and monitor customer performance metrics across all DNO contracts.
• Ensure OCU meets PSI and Broad Measure regulatory targets.
• Develop educational programs to increase staff awareness of customer performance management.
• Collaborate closely with SSEN to boost Broad Measure scores for connections and supply continuity.
• Investigate poor performance failings and implement improvements based on findings.
• Manage the end-to-end complaints process, ensuring timely resolution.
• Monitor compliance with customer resolution standards and escalate issues if needed.
• Analyse complaints, identify trends, and implement lessons learned for continuous improvement.
• Develop a structured process to investigate low Broad Measure scores, ensuring fast findings.
• Produce reports on customer performance, broader measures, complaints and actions.
• Foster continuous improvement and customer excellence culture.
• Build a positive, performance-driven culture across operational support functions.
• Foster a customer-centric culture.
• Promote collaboration across teams.
• Lead by example, ensuring customer excellence is a shared priority.
• Leadership in customer-focused initiatives.
• Achieve PSI and Broad Measure targets.
• Reduce complaint resolution times.
• Improve customer satisfaction scores.
• Deliver and implement customer excellence educational programmes.

Requirements

Successful candidates will have experience in regulated business environments and a background in customer management within the power or utilities sector. They must understand DNO regulatory targets, possess strong communication abilities, and have demonstrated leadership in customer‑focused initiatives. Experience with continuous improvement programs and prior DNO leadership is desirable.

The role requires a highly organised, analytical and solution‑focused individual who can influence at all levels. A proactive problem‑solver who thrives in a fast‑paced operational setting and works collaboratively with teams is essential.

• Cascade lessons learned to teams via toolbox talks.
• Experience working within a regulated business environment.
• Experience in customer management within power/utilities sector.
• Knowledge of DNO regulatory targets and scoring mechanisms.
• Strong communication skills.
• Experience with continuous improvement programs.
• Prior leadership in a similar DNO environment.
• Highly organised, analytical and solution-focused.
• Strong communicator with ability to influence across all levels.
• Problem-solver who thrives in a fast-paced operational environment.
• Proactive mindset with eye for continuous improvement and efficiency.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance