Customer Performance Specialist

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Location: Any location within EoE or London networks.

Advertised Salary: £48,747 to £57,348 per annum

Job Function: Operations

Working Hours: 37

Location Type: Hybrid

Contract Type: Permanent

Posting End Date: Sunday 1st Feb 2026

Champion customer experience. Drive performance. Make every interaction count.

We have an exciting opportunity for a Customer Performance Specialist to join our team.

This is a permanent, full time position (37.5 hours per week) working Monday to Friday. The role follows a hybrid working model, and candidates must reside within the network area, as you will be expected to work from the East of England or North London at least three days per week. You will also participate in a standby rota to provide out of hours support. A company car is provided for this role, and a full UK driving licence is essential to be considered.

As a Customer Performance Specialist, you'll lead initiatives to improve customer experience, monitor performance, and embed a customer first culture across operational teams. You'll analyse customer metrics, drive digital enhancements, and coach your team to deliver exceptional service.

Why you'll love this role:

• Customer Strategy - Drive and deliver the customer service strategy, ensuring positive journeys and operational excellence.
• Performance Improvement - Monitor satisfaction scores and complaints handling, recommending actions to achieve upper quartile performance.
• Innovation - Collaborate on digital and self service enhancements to improve customer experience.
• Engagement & Education - Facilitate workshops, create bespoke training materials, and support operational teams and managers to embed customer first thinking.
• Leadership - Coach and develop direct reports, fostering a culture of continuous improvement.

What you'll bring:

You're passionate about improving our customer's experiences and have strong analytical and leadership skills.

Qualifications & Experience:

• HNC or NVQ in Customer Service (or equivalent).
• Knowledge of operational processes and regulated service standards, including GSOP, complaint handling, and customer satisfaction performance.
• Proven experience or able to demonstrate experience in delivering customer focused projects and initiatives.
• Comprehensive understanding of customer facing processes: Emergency Response & Repair (ER&R), Connections, Operations & Maintenance (O&M), MOBs, mains replacement, streetworks, and reinstatement.
• Ability to influence and promote services that support customers in vulnerable situations, including Priority Services Register (PSR).
• Expertise in analysing customer management information (MI) and translating insights into practical solutions, including redesigning customer journeys and interactions.
• Proficiency in CRM, SAP, and data analysis to design future processes and communications.
• (Optional addition) Awareness of Cadent's decarbonisation initiatives, including hydrogen blending trials and sustainability commitments.

Skills:

• Confident communication and interpersonal skills, with proven ability to create and deliver customer focused presentations to large and diverse audiences.
• Expertise in analysing customer management information (MI) and translating insights into practical solutions, including redesigning customer journeys and interactions.
• Knowledge of digitalisation trends and customer engagement tools, including self service platforms and real time communication channels.
• High adaptability and openness to change in a regulated, fast moving environment.
• Excellent stakeholder collaboration skills, with experience engaging MPs, local authorities, contractors, and community partners to deliver seamless customer experiences.
• Ability to champion services for vulnerable customers and ensure compliance with GSOP and Priority Services Register requirements.

Ready to champion customer experience and make a real impact? Join us as a Customer Performance Specialist and help shape the future of customer service.

At Cadent, we're thrilled to be part of the future of UK energy!

We have a clear roadmap to drive our performance to the forefront of our industry and support the UK government in achieving its net zero targets by 2050.

We're making a difference through innovation and new ways of working. Together, we're shaping a cleaner, greener future for our 11 million customers, whom we put at the heart of everything we do.

What's In It for You

Here at Cadent, we recognise that our people are truly unsung heroes. Quietly confident, delivering every day - that's why we're committed to supporting our people to get the best out of themselves. For this role, we offer:

• Annual bonus
• Pension Scheme double matched up to a total of 18% of salary
• 25 days holiday, plus statutory days, and an option to buy more
• An extra day off each year to celebrate life's special moments
• Career development with funded learning options
• Flexible working and strong ED&I commitments
• Generous family policies and flexible benefits
• Retail discounts, gym access, and more

We support a healthy work life balance and are open to flexible working options.

Diversity and Inclusion

Don't meet every requirement? No problem! If you're excited about this opportunity but your experience doesn't align perfectly with every qualification mentioned, we would still love for you to submit your application - you may just be the right person for this role or other opportunities at Cadent.

We value diversity and are committed to being an equitable employer. Our employee communities - Women in Cadent, Pride at Work (LGBTQ+), Embrace (ethnicity and religion), Thrive! (disability), the Cadent Military Community, the Grief Awareness Community, and the Men's Engagement Network (M.E.N) - can't wait to welcome you!

What's next?

To be considered for this role, please submit your application with an up to date CV and our Talent Acquisition team will get in touch soon. To learn more about Cadent, visit our website at Home - Cadent Gas Ltd

Be part of something big. Help shape the future of gas for generations to come.

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