ENSEK
Customer Excellence Specialist
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About ENSEK
ENSEK builds the cloud-native SaaS software that’s transforming how energy retailers operate, innovate and manage at scale. We help retailers lower operating costs, improve billing accuracy for consumers, and enhance customer experience through automation and AI-driven insight, all underpinned by modern, cloud-native architecture. ENSEK is at an exciting inflection point as we scale at pace towards new international horizons. If you’re driven by solving complex, real-world problems and want to build modern technology that accelerates the global energy transition, you’ll feel right at home with us.
About the role
The Customer Excellence Specialist is a subject matter expert within the Customer Excellence (Centre of Excellence) function, operating as part of a flexible bench team that supports ENSEK business units and customer teams as required.
The role is accountable for delivering measurable customer and operational performance outcomes, embedding Customer Excellence practices, and supporting the effective adoption of ENSEK platform capabilities and ways of working. Specialists are deployed across customers, programmes, or internal functions to augment capacity, provide deep domain expertise, and accelerate improvement outcomes.
Operating under the guidance of Customer Excellence Managers and the Head of Customer Excellence.
The Specialist applies established improvement frameworks, performance standards, and governance routines to enable first-time-right outcomes, reduce operational friction, and improve customer satisfaction.
The role is delivery-focused and externally and internally facing, working closely with customer operational teams and ENSEK stakeholders to analyse performance, implement improvements, and support sustainable change.
Key element of the role is to ensure the successful execution of customer success through optimisation of customer processes, execution of key policy decisions to extract maximum benefit of our products and services.
Key responsibilities
Customer & Operational Performance Delivery
- Own the identification, prioritisation and delivery of improvement initiatives when deployed to customers and ENSEK business unit activity.
- Define and adapt Customer Excellence frameworks, tools and methodologies to suit complex customer environments and to support identified improvement opportunities.
- Analyse operational data, KPIs, and workflows to identify root causes of performance issues.
- Support reductions in hand-offs, rework, and failure demand through first-time-right approaches.
- Help embed agreed improvements into business-as-usual operations to ensure sustainability.
- Hands-on execution of changes and optimisation to our customers local working practices, policies and operational procedures driving value in time to resolve and reduce average handling times across their business driving customer success.
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Customer & Stakeholder Support
- Lead customer operational performance discussions and set improvement direction on organisational / operational performance reviews, scorecard discussions, and improvement planning.
- Provide authoritative recommendations and domain expertise that shape customer decisions.
- Act as a professional and credible representative of the Customer Excellence function when deployed.
- Build strong working relationships with customer and ENSEK stakeholders through collaborative delivery.
- Day-to-day interaction with our customer optimisation, training and continuous improvement teams on changes to policy and process.
- Lead performance discussions, setting direction and driving agreed actions, using insight and expertise to shape outcomes.
Cross-Functional Delivery Support
- Lead cross-functional delivery of Customer Excellence outcomes.
- Provide hands-on support during implementation of new UK and Irish market customers, transformation, or stabilisation phases, including performance baselining and improvement execution.
- Drive alignment across matrix teams to deliver performance outcomes, delivering outcomes without line management responsibility.
- Own delivery and performance outcomes across multiple deployments, ensuring priorities and timelines are met.
Governance & Performance Management Support
- Define and drive governance approaches within customer environments when delivering improvement activities.
- Lead governance discussions, providing clear direction on performance actions.
- Own identification and resolution of risks and systemic performance issues.
- Communicates progress, insights, and recommendations clearly in customer and internal forums.
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Capability Building & Knowledge Contribution
- Promote continuous improvement behaviours within customer and ENSEK teams.
- Coach and support colleagues and customers in Customer Excellence tools, methodologies, and platform best practice.
- Contribute to the development and refinement of playbooks, standards, templates, and knowledge assets owned by the Customer Excellence.
- Share learning and best practice from deployments back into the CoE.
- Ensure recognised SME experience is kept current with latest capability and industry roadmap changes.
- Execution of key policy changes agreed by ENSEK and customer leadership teams.
- Recognised as the leading authority on Customer Excellence, setting direction for how optimisation and platform capability are applied across customer environments.
Discipline Requirements
Performance Discipline
- Uses data and insight to guide actions and priorities.
- Accountable for delivering measurable performance outcomes, shaping scope as required.
- Uses data and performance insights to prioritise and shape improvement activity.
- Translate analysis into clear, actionable recommendations.
Governance Discipline
- Defines and drives governance approaches to ensure delivery of outcomes.
- Maintains transparency on progress, risks, and issues.
Cultural Discipline
- Reinforces continuous improvement, learning, and partnership behaviours.
- Contributes positively to the Customer Excellence community.
Experience & Expertise
- Experience supporting or delivering customer or operational performance improvements.
- Understanding of customer operations / service delivery environments.
- Familiarity with continuous improvement or performance frameworks.
- Comfortable working with operational data and KPIs.
Company Benefits
- 25 days’ holiday + bank holidays.
- Option to buy or sell 5 extra annual leave days per year.
- Vitality Health Insurance, including private healthcare, virtual GP access, mental-health support and wellbeing perks (50% off gym memberships - Virgin Active, Nuffield, PureGym).
- Pension with 5% matched contribution.
- Regular team-wide and company-wide events.
- 2 volunteering days per year to give back.
- Remote-first working environment with offices in London and Nottingham.
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