At a Glance
- Tasks: Lead customer operations for heat networks, ensuring top-notch service delivery.
- Company: Dynamic energy company focused on customer satisfaction and operational excellence.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Join a supportive team and tackle exciting challenges in a regulated environment.
- Why this job: Make a real difference in customer experience within the energy sector.
- Qualifications: 5+ years in customer operations with strong utility billing and service delivery experience.
The predicted salary is between 40000 - 50000 £ per year.
We’re hiring an experienced Customer Operations Manager to lead the day-to-day delivery of customer operations across multiple heat network sites—ensuring customers receive a reliable, compliant, high-quality service across metering, billing, payments, onboarding/offboarding, complaints and service interruptions.
- Own customer ops delivery: utility billing, payment collection/credit control, customer contact, enquiries and account management
- Manage and performance-monitor external service partners/contact centre providers against SLAs
- Ensure customer platforms run smoothly: online accounts, app, payment providers, billing platform and data flows
- Lead new site/customer onboarding, partnering with regional teams and service partners
- Support escalations: complex complaints, service interruptions and Ombudsman cases
- SOPs, guidance, training and operational standards
- Track and report on customer metrics, aged debt, complaints and compliance (weekly/monthly insight)
- Support regulatory and audit requirements (e.g. data protection, Heat Trust, Ofgem)
Demonstrable experience in utility billing, credit control and customer service (non-negotiable) ~5+ years in customer operations/service delivery within a regulated or consumer-facing environment (utilities/energy ideal) ~ Strong knowledge of billing, metering, CRM/service desk and customer account systems ~ Proven track record managing service providers and holding them to SLAs ~ Confident with Excel/data analysis and producing operational reporting ~ Strong background in complaints handling, escalations and service recovery.
Contract details: London (hybrid), ASAP start.
Message me directly for full details and a quick confidential chat.
Customer Operations Manager (Permanent) in City of London employer: Gi Group
Gi Group is an excellent employer for those passionate about renewable energy, offering a supportive work culture that prioritises mentorship and collaboration. With flexible working hours, generous holiday allowances, and a commitment to employee growth, you'll find meaningful opportunities to contribute to the UK's clean energy transition while developing your skills in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager (Permanent) in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gi Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Gi Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Operations Manager (Permanent) in City of London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Gi Group:Your cover letter is your chance to shine! Tell us why you want to work at Gi Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Gi Group!
How to prepare for a job interview at Gi Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
