Energy Advisory Manager
Posted
Description
The Energy Advisory Manager leads the Energy Advisory Team, making sure customers get clear, practical, and expert assistance to understand and manage their energy consumption.
The role includes developing the team, delivering high-quality energy advice and tariff education. It supports customers with detailed energy consumption questions and seeks to continually improve the overall customer experience.
Team Leadership
- Lead, empower and develop the Energy Advisory Team, setting clear objectives and expectations.
- Coach and support colleagues to build their knowledge, confidence and capability.
- Manage team performance through regular feedback, one to ones and development conversations.
Energy Advice & Customer Support
- Ensure customers receive accurate and accessible advice on energy use, tariffs, billing, AMI, heating solutions and improving energy conservation.
- Supervise complex energy usage enquiries and investigations, ensuring customers receive clear explanations and practical recommendations.
- Support both domestic and commercial customers with their energy needs.
- Ensure effective customer aftercare following energy advice, tariff changes and other energy related activity.
Customer Engagement
- Develop and manage proactive customer interaction and education initiatives to help customers better understand and manage their energy use.
- Identify opportunities to improve customer communications, guidance and support.
- Ensure customers who may need additional assistance receive appropriate and accessible support.
Continuous Improvement
- Supervise the quality and consistency of advice provided by the team.
- Use customer feedback, operational insight and emerging trends to seek opportunities for improvement.
- Develop and improve processes, customer journeys and ways of working.
- Ensure customer records and advisory activity are accurate and appropriately documented.
Collaboration
- Build strong working relationships across JE to deliver joined up customer outcomes.
- Share customer insights, emerging themes and recommendations with relevant partners.
- Work collaboratively on tariff, AMI, customer engagement and energy advisory initiatives.
- Strong leadership and people management skills.
- Excellent customer experience and communication skills.
- Strong analytical and problem-solving capability.
- Ability to understand and explain complex energy, tariff and billing information clearly.
- Strong coaching and team development skills.
- Good planning, organisation and stakeholder management skills.
- Knowledge of energy usage, tariffs, billing and energy efficiency.
- Understanding of customer experience and continuous improvement principles.
Experience
- Experience leading, managing or coaching colleagues within a customer focused environment.
- Experience managing complex customer enquiries, investigations or escalations.
- Experience using customer or operational insight to improve services or processes.
- Experience working collaboratively across different teams and stakeholders.
- Previous experience within energy, utilities, customer accounts, tariffs or energy advice would be advantageous.
Jersey Electricity provides excellent benefits, catered towards financial, physical and mental wellbeing. Starting with private medical insurance, discounted electricity rates, discounts within our Powerhouse shop, subsidies on EVs, gym memberships, on-site Mental Health First Aiders, organised sports and activities groups.
We offer competitive salaries combined with an attractive pension. We are family-friendly and strive to give you a life work blend to both love your job, do excellent work and spend meaningful time with your family and friends. We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, gender, sexual orientation, age or disability status.