Head of Customer Experience

3 weeks ago

NewcastleunderLyme, United Kingdom GivEnergy Full time

Head of Customer Experience (CX) – Smart Energy Storage Systems


Location: GivEnergy UK Head Office, Newcastle-under-Lyme, Staffordshire

Salary: Negotiable per annum DOE (plus performance bonus scheme)


Are you ready to lead and revolutionise customer experience at the forefront of smart energy solutions? GivEnergy is seeking a dynamic, tenacious and experienced Head of Customer Experience (CX) to lead unification, scaling, and optimisation of our diverse customer service functions, including Help Centre, Installer Support, Field Services, and Product Learning & Development.


This is a pivotal role that will place you at the heart of our mission to deliver world-class customer service, supported by state-of-the-art tools and technology. Together, we’ll empower our customers and partners while driving a cleaner, more sustainable future.


Who Are We?

GivEnergy is the UK’s market leader in the design and manufacture of smart energy storage systems. Together, with our nationwide network of third-party installers, we’re on a mission to save our customers money on their energy bills and decarbonise the grid.


Our next-generation software aims to make energy storage solutions more accessible and affordable, introducing the benefits of smart energy to new market segments. Join us as we redefine what’s possible in the energy industry.


As Head of Customer Experience, you’ll report directly to our UK Managing Director driving alignment across our frontline functions to deliver an exceptional customer journey. Your leadership will ensure GivEnergy remains a benchmark for best-in-class customer support in the energy storage industry.


Key Responsibilities

Strategic Planning & Development

  • Develop and lead implementation of strategic plans to elevate customer satisfaction, creating a seamless installation and support experience.
  • Leverage customer feedback to identify pain points to help us develop innovative, customer-focused solutions.
  • Align service delivery with GivEnergy’s overarching goals, working cross-functionally with Sales, Marketing, Product & Software teams.
  • Design and implement scalable processes to streamline operations and enhance the customer experience.
  • Drive continuous improvement initiatives to maintain industry-leading satisfaction metrics.


Operational Leadership

  • Oversee the operations of our Technical Services Contact Centre and Field Services teams, ensuring efficient support and rapid response to service requests.
  • Inspire a culture of excellence and drive continuous improvement across all customer-facing teams.
  • Lead, motivate, and develop a high-performing team, fostering a positive, collaborative and customer-centric culture.
  • Establish and monitor key performance indicators (KPIs) to measure the team's performance and identify areas for improvement.


We know diverse perspectives foster innovation and drive success, so we encourage you to apply even if you don’t meet every qualification. If you bring the passion and most of the following, we want to hear from you, especially if you have:


  • Proven leadership experience in managing large-scale technical service operations.
  • Experience with CRM systems, especially Zoho, is a plus.
  • Strong ability to identify bottlenecks, design innovative solutions, and implement sustainable process improvements.
  • A customer-first mindset with a commitment to delivering exceptional service, operational excellent and continuous improvement.
  • Excellent communication and interpersonal skills, paired with analytical and problem-solving expertise.
  • In-depth understanding of the energy storage industry and its products.


Why Join GivEnergy?

This is a rare opportunity to shape the future of customer experience in a booming industry. At GivEnergy, we offer:


  • Competitive Salary & Bonuses: Regular performance-based reviews to reward excellence.
  • Work-Life Balance: Enjoy your birthday off to celebrate your way.
  • Sustainability Perks: Access to Electric Car and Cycle to Work schemes.
  • Professional Growth: Opportunities for career progression and continuous professional development.
  • Employee Benefits: Pension Scheme, Reduced-rate vehicle charging at HQ, branded workwear, referral bonuses, and product discounts.*
  • Inclusive Culture: Join a company that celebrates diversity and fosters collaboration.

(*Terms apply)


Our Commitment to Inclusion

At GivEnergy, we are dedicated to building a workplace where everyone feels valued, respected, and empowered. We actively embrace diversity in all its forms and encourage applications from individuals of all backgrounds, including minorities, women, individuals with disabilities, LGBTQ+ individuals, and veterans.


Let’s shape a sustainable future—together.


How to Apply

If you’re ready to make an impact in a rapidly growing industry, apply now and join our mission to revolutionise energy storage and customer experience.


Agencies: Kindly note, we are not seeking agency support at this time. Any unsolicited submissions will be treated as gifts.

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