Join us, be part of more. 

We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it. 
 

About your team: 

At British Gas, our mission is to sell it and mend it.   

We’ve been powering the UK’s homes and businesses for over 200 years – but supplying energy is just part of what we do. We’re making the UK greener and more energy efficient, getting closer to Net Zero. By using clever tech like thermostats, heat pumps, solar panels and EV chargers, we’re making it cheaper and easier for our customers to reduce their carbon-footprint.

The Strategic Customer Performance Manager plays a pivotal role in shaping how Asset Finance and Metering deliver exceptional service to our most important customers. In this role, you’ll lead our internal governance processes, ensuring clear accountability and effective action across the leadership team as we work to meet and exceed strategic service commitments.

You’ll also take ownership of the relationship and performance reporting for our key strategic customers, providing meaningful insights that drive continuous improvement and strengthen long‑term partnerships.

📍 Location: Windsor | Hybrid Working
🕒 Full-Time – Permanent

Key Accountabilities

Stakeholder management

• Develop and maintain strong relationships with strategic customer stakeholders, ensuring their expectations and requirements are fully understood and addressed.
• Act as the primary point of contact for customer stakeholders, facilitating regular communication through meetings, emails, and calls to provide updates, resolve queries, and gather feedback.
• Proactively identify and address stakeholder concerns, implementing solutions that enhance customer satisfaction and strengthen partnerships.
• Coordinate stakeholder engagement activities, including the organisation of meetings, preparation of relevant documentation, and follow-up on agreed actions to promote effective collaboration.
• Represent customer interests within internal governance forums, ensuring that stakeholder perspectives are considered in decision-making and operational planning.
• Monitor and report on stakeholder engagement outcomes, using feedback and performance indicators to drive continuous improvement in service delivery and stakeholder relations.
• Ensure clear, timely, and transparent communication with all relevant stakeholder groups, supporting the achievement of business objectives and the delivery of an exceptional customer experience.

Performance Reporting

• Establish, monitor, and report on key performance indicators (KPIs) for strategic customer programmes, setting clear performance targets and providing comprehensive monthly updates on rollout progress.
• Proactively identify potential obstacles or performance issues, recommending and implementing solutions to maintain exceptional operational standards and deliver an outstanding customer experience.
• Lead and support continuous improvement initiatives, driving enhancements in service delivery and operational processes for strategic customers.

Governance

• Coordinate the preparation and management of content for internal governance meetings, using influence and collaboration to ensure alignment of key stakeholders.
• Prepare, distribute, and manage meeting agendas, presentations, and supporting documents, ensuring all materials are accurate and provided to participants in a timely manner.
• Accurately document meeting minutes, track action items and follow-up tasks, and facilitate effective communication and accountability across relevant teams and stakeholders.

Problem solving and Decision Making

• Strong problem‑solving and decision‑making skills are essential to maintain high operational performance and customer satisfaction. The role requires analysing data, anticipating risks, and choosing effective solutions within governance, policy, and regulatory frameworks.
• You must identify issues early, balance competing priorities, and work with stakeholders to resolve both routine and strategic challenges. Operating within complex structures, the role also involves documenting decisions to ensure clarity, accountability, and transparent communication.
• Effective decision making ultimately supports excellent operations, a strong customer experience, and delivery of strategic objectives.

Required Skills and Experience

• Experience of working within complex organisational structures within the energy industry or closely related fields is essential.
• Proven experience of establishing robust governance and strategic customer engagement.
• Strong analytical ability, robust problem-solving skills, and proficiency in data-driven decision making.
• Understanding of regulatory frameworks governing the energy sector and experience in managing complex governance structures and policy implementation is highly beneficial.
• Experience of implementing operational best practices for customer performance management.
• Excellent communication skills are vital for effective stakeholder management and cross-functional collaboration.
• The ability to balance multiple tasks and priorities in a fast-paced, dynamic environment is crucial to success in this position.
• Expert in PowerPoint and tools to share and illustrate performance.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving skills.
• Ability to work collaboratively with cross-functional teams and senior stakeholders
• Demonstrated ability to manage multiple tasks and priorities in a fast-paced environment.
• Understanding of the energy industry and its regulatory environment.

Why should you apply?  
 
We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you. 
 
https://www.morethanacareer.energy/britishgas 

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.