Customer Experience Manager - Heat Networks (12-14 Month FTC, Maternity Cover)Hybrid - London or Bristol (c. 3 days in office per week)PAYE or Approved Umbrella OnlyWe''re recruiting an experienced Customer Experience Manager to join our market-leading renewable energy client''s Heat business on a 12-14 month maternity cover. You will co-lead customer experience across a growing portfolio of heat networks, ensuring customers receive high-quality, compliant and efficient service.Reporting to the Head of Customer Experience and Communications, and working alongside another Customer Experience Manager, you will manage service delivery via internal teams and external partners, drive continuous improvement and make sure customer journeys meet regulatory and industry standards (including Ofgem).Key responsibilitiesService DeliveryOversee performance of outsourced providers across metering, billing, payment collection, complaints and contact centre.Monitor SLAs, report on performance and drive continuous improvement.Act as an escalation point for complex operational issues and service failures.Complaints and Customer InsightOwn the end-to-end complaints framework, ensuring regulatory compliance and best practice.Manage complex and high-risk complaints, including escalation to the Energy Ombudsman.Lead a structured Voice of Customer programme (CSAT, NPS), using insight to inform operational and strategic decisions.Regulatory ComplianceEnsure customer policies, processes and ..... full job details .....