Head of Customer Experience

4 weeks ago

newtownabbey, United Kingdom firmus energy Full time

About firmus energy Building on our success as the largest gas supplier by consumption, firmus energy is now expanding its impact by bringing innovation, reliability, and customer-focused energy solutions to electricity. This transition marks a significant milestone in our commitment to net zero, and we’re looking for passionate individuals to join us at the forefront of this change. As part of our team, you’ll help shape the future of energy in Northern Ireland, supported by excellent remuneration, benefits and development opportunities in a dynamic and purpose-driven environment. About the Role We are seeking an experienced and visionary Head of Customer Experience (CX) to lead and elevate our customer engagement strategy. This role is responsible for shaping the end-to-end customer journey, implementing best practices, and fostering a customer-centric culture across the organisation. The ideal candidate will possess exceptional leadership skills, a deep understanding of CX methodologies, and a passion for delivering outstanding service. Key Responsibilities Develop and execute a comprehensive CX strategy aligned with business goals. Lead and inspire cross-functional teams to deliver exceptional customer experiences. Establish and monitor CX metrics, KPIs, and feedback loops to drive continuous improvement. Champion customer advocacy and ensure the voice of the customer is embedded in decision-making. Collaborate with sales, onboarding, billing, and marketing teams to enhance customer touchpoints. Implement best-in-class CX practices and digital tools to streamline customer interactions. Manage customer feedback channels and oversee resolution of escalated issues. Stay abreast of industry trends and regulatory changes impacting customer experience. Leadership and Best Practices The Head of CX will be a strategic leader who fosters a culture of empathy, accountability, and innovation. They will lead by example, mentor teams, and promote best practices in customer engagement, service design, and operational excellence. This role requires a proactive mindset, resilience, and the ability to influence at all levels of the organisation. Skills, Knowledge and Expertise 5+ years of experience in customer experience Proven track record of implementing successful CX strategies and initiatives. Strong leadership, communication, and stakeholder management skills. Expertise in CX tools, CRM systems, and customer journey mapping. Analytical mindset with the ability to interpret data and drive insights. Benefits Competitive Salary + Bonus and Benefits Performance Bonus: Up to 25% of base salary Private healthcare Pension scheme with employer contribution of 8% 25 days annual leave plus public holidays Flexible and hybrid working arrangements Life insurance and income protection Professional development and training Employee assistance program (EAP) Discounted energy tariff (if applicable)

  • Head of Customer Experience

    2 weeks ago

    Newtownabbey, United Kingdom firmus energy Full time £125 - £150

    Building on our success as the largest gas supplier by consumption, firmus energy is now expanding its impact by bringing innovation, reliability, and customer‑focused energy solutions to electricity. This transition marks a significant milestone in our commitment to net zero, and we’re looking for passionate individuals to join us at the forefront of...

  • Head of Customer Experience

    6 days ago

    Newtownabbey, United Kingdom firmus energy Full time

    Building on our success as the largest gas supplier by consumption, firmus energy is now expanding its impact by bringing innovation, reliability, and customer‑focused energy solutions to electricity. This transition marks a significant milestone in our commitment to net zero, and we’re looking for passionate individuals to join us at the forefront of...

  • Head of Customer Experience

    2 weeks ago

    Newtownabbey, Northern Ireland, United Kingdom firmus energy Full time £120,000 - £150,000 per year

    About firmus energyBuilding on our success as the largest gas supplier by consumption, firmus energy is now expanding its impact by bringing innovation, reliability, and customer-focused energy solutions to electricity. This transition marks a significant milestone in our commitment to net zero, and we're looking for passionate individuals to join us at the...

  • Customer Experience Specialist

    1 week ago

    Newtownabbey, United Kingdom MH Motors Ltd Full time

    **Job Summary** We are seeking a dedicated and enthusiastic Customer Experience Specialist to join our team. In this role, you will be the first point of contact for our customers, providing exceptional customer support and ensuring a positive experience along the sales process. **Responsibilities** - Provide outstanding customer service to customers when...

  • Store Lead: Sales Growth

    12 hours ago

    Newtownabbey, United Kingdom AkzoNobel Full time

    A leading paint and coatings company is seeking a Store Lead for the Dulux Decorator Centre in Newtownabbey. In this role, you will support the Cluster Manager and supervise a team, ensuring high performance and outstanding customer experiences. A successful candidate will have store supervision experience, excellent communication skills, and a commercial...

  • Receptionist / Customer Advisor

    6 days ago

    Newtownabbey, United Kingdom City of Belfast Golf Club Full time

    **Main purpose of job**: General reception, cash handling, food preparation and housekeeping duties. **Start Date: ASAP** **Hours: Part time hours between 8am-9pm** **Relationships**: - Report to club council management representative - Liaison with club council and BCC staff. **Main tasks of job**: - Interact and communicate effectively with visitors,...

  • Receptionist / Customer Advisor

    2 weeks ago

    Newtownabbey, United Kingdom City of Belfast Golf Club Full time

    **Main purpose of job**: General reception, cash handling, food preparation and housekeeping duties. **Start Date: ASAP** **Hours: Rota - 3 days on 6 days off** Shifts are day time (9am to 5pm) Monday to Sunday. Requirement to also work some evening shifts between 5pm and 9pm in the summer months and to cover holiday/sickness of the other team members when...

  • Head of Supply Chain

    4 days ago

    Newtownabbey, United Kingdom CDE Group Full time

    **Job Purpose** Working collaboratively with Regional Managers, Business Unit Leaders, and Functional Heads, you will drive supply chain excellence and superior financial results through the profitable development of long term relationships with our key suppliers. You will also be responsible for driving world-class excellence with respect to sourcing...

  • Head of Manufacturing

    6 days ago

    Newtownabbey, United Kingdom CDE Group Full time

    **Job Purpose &** Working collaboratively with the Leadership teams across all our global regions, you will have strategic and tactical responsibility for developing and implementing the manufacturing strategy and strategic operational goals to exceed customer expectations for product quality, cost and delivery, maximising efficiency, optimising production...

  • Customer Administrator

    2 weeks ago

    Newtownabbey, United Kingdom TRP Services 2 Full time

    Our client based in Newtownabbey are looking for a Customer Service Advisor to join their expanding team. **JOB PURPOSE: -** To provide full administrative support to the operations team with the primary role of working alongside the scheduler in providing an effective and professional service to our customers. **HOURS OF WORK** - Monday - Thursday: 8AM -...