Customer Service Manager – Utilities

About the role

The Manager – Customer Care leads the customer service function for a utility provider, ensuring inquiries, service requests and complaints are handled efficiently across all channels. The role coordinates with operations, control rooms and field teams to meet service level agreements and regulatory standards.

Key responsibilities

• Oversee day‑to‑day customer care operations across call centre, email, web portal and digital platforms.
• Manage intake, logging, prioritisation and tracking of service requests and complaints using CRM and Customer Information Systems.
• Coordinate with control rooms, operations and field teams to resolve incidents, outages and escalated cases.
• Define, monitor and report on KPIs such as response time, resolution time, first‑contact resolution and customer satisfaction.
• Lead, coach and schedule customer care supervisors, team leaders and agents to ensure adequate coverage and competency.
• Drive system enhancements, automation and digital self‑service initiatives while ensuring data quality and compliance with data‑protection requirements.

Required profile

• Bachelor’s degree in Business Administration, Engineering or a related discipline.
• 10–15 years of experience in customer service or contact‑center operations, preferably within utilities or regulated infrastructure sectors.

Required skills

• Proficiency with CRM platforms and Customer Information Systems (CIS).
• Experience using outage‑management and customer communication tools.
• Knowledge of data‑protection regulations and compliance practices.