Customer Experience Supervisor

Description:

Cadent Gas Ltd

Be the difference customers remember for all the right reasons  

As a Customer Experience Supervisor, you’ll lead a team of 5–6 Customer Liaison Officers, providing day‑to‑day guidance, coaching and support to ensure customers receive exceptional, consistent and compassionate service throughout our works programmes.

This is a leadership role at the front line. You’ll be out in the field with your team—visible on site, engaging with customers face to face, resolving escalations, and ensuring every interaction reflects our customer‑first approach. Your supervision, quality checks and mentoring will build capability, confidence and professionalism within your team.

You don’t need experience in utilities, GDNs or mains replacement. We’re looking for strong people leaders with excellent customer service backgrounds who can motivate others, manage performance, and handle sensitive customer situations with empathy and clarity.

Working closely with planning, operational and delivery teams, you’ll make sure the customer perspective shapes how we work. Using insights and feedback, you’ll identify trends, risks and opportunities for improvement, reducing complaints, raising satisfaction and ensuring communities feel supported and informed.

Why you’ll love this role  

Lead with Purpose
Supervise, develop and inspire a team of Customer Liaison Officers delivering consistently great customer experiences.

Make a Real Impact
Support households and communities through periods of disruption while ensuring they feel informed, respected and reassured.

Variety Every Day
Spend time on site with your team, manage escalations, coach colleagues and build positive local relationships.

Continuous Improvement
Use customer insight and real‑time feedback to influence delivery, raise standards and improve outcomes.

Community Connection
Represent the customer voice, build trust face to face, and foster strong relationships with local residents and stakeholders