Centrica • United Kingdom

Customer Communications Lead

Employment type:  Full time

Remote-first

A little flex time

Job Description

We are Centrica! We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we’re powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.

Your work here isn’t just a job – it’s a mission. We all play a vital role in energising a greener, fairer future.

Customer Communications Lead

Leicester / Windsor / Flexible UK Locations with FlexFirst hybrid working

£40k-£52k DOE plus 7.5% target bonus & benefits

Overview

British Gas Business (BGB) is the leading provider of energy to SMEs in the UK and is focused on helping its customers energising a greener, fairer future.

This is brand new role to define our Customer Engagement (Communications) Strategy in BGB.

You will be required to visit some of our key BGB locations including Edinburgh, Leicester and Windsor.

The Role

You will map the current touch points for customer engagement across all platforms (SAP and Ensek) covering communication method, systems (internal and third party), frequency, purpose as well as understanding performance and current customer experience of these touch points.

You will also need to define the midterm customer engagement strategy, considering how this supports the wider customer experience strategy, using insights from teams such as Voice of the Customer to support this.

Creating business cases to support any funding requirements needed to implement the Customer Engagement strategy and will be key.

You will also create a customer engagement scorecard (KPIs) to track performance and identify opportunity for improvement. You will be the customer experience lead for transformational business and industry projects putting the ‘customer first’.

Validating customer engagement work requests into the team from business stakeholders as well as regulatory and third-party activity will be part of your role as well as collaborating with Customer Communication Managers to prioritise delivery. You will also seek out opportunities for improvement.

The Person

We would like experience of setting and embedding customer communication strategies ideally in the B2B space, industry does not matter, we are keen to bring new ideas into the team.

You will also have experience in consumer-focused product and communications marketing coupled with delivering customer experience (CX) /change programmes (redesigning customer journeys using data points).

Knowledge of using customer insight and turning it into actionable plans and activities is also useful for this role. You are customer focussed, an influencer and innovator with good analytics experience.

#LI-BGAS

At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team – a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it!


PLEASE APPLY ONLINE by hitting the 'Apply' button.

Applications will ONLY be accepted via the ‘Apply’ button.

This role is being handled by the Centrica recruitment team and NO agency contact is required.

Company benefits

Adoption leave
Open to part-time employees
Enhanced sick days
Flexible working week
Enhanced sick pay
Gym membership
Health insurance
Mental health platform access
Compassionate leave
Dental coverage
Fertility treatment leave
Season ticket loan
Buy or sell annual leave
Optional unpaid leave
Shared parental leave
Enhanced maternity leave
Carer’s leave
Enhanced paternity leave
Pregnancy loss leave
Cycle to work scheme
Pension match/increase
Equity packages
Life insurance
Annual pay rises
Share options
Financial coaching
Employee discounts
Volunteer days
Company car
Location
96%
Employees are very happy with their working location freedom
Hours
92%
Employees are very happy with the flexibility in the hours they work
Benefits
82%
Employees are very happy with the benefits their company offers
Work-life balance
79%
Employees feel that they can switch off quite easily from work
Role modelling
83%
Employees feel that flexible working is part of the culture
Autonomy
88%
Employees feel they have complete autonomy over getting their work done

Additional employee ratings
(these do not contribute to the FlexScore®)

Diversity
80%
Employees feel that the diversity is good and there are continued efforts to improve it
Inclusion
82%
Employees feel like the company culture is brilliantly inclusive and equitable
Culture
84%
Employees feel like it is a really great environment to work in
Mission
85%
Employees feel very excited about and aligned with the company mission
Salary
72%
Employees feel that their salary is good and matches the value they bring

Working at Centrica

Company employees

20,000

Gender diversity (male:female)

68:32

Office locations

Windsor, London, Cardiff, Leicester, Glasgow, Edinburgh, Manchester, Dublin, Stockport, Staines, Hampton, Aberdeen, Barrow, Hull

Hiring Countries

Belgium

Denmark

Ireland

United Kingdom

Awards & Achievements

2nd – Large companies

2nd – Large companies

Flexa100 2024
3rd – Consumer Goods

3rd – Consumer Goods

Industry awards 2023

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