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 pay, and a chance to make a real difference.
- Other info: 12-month contract with opportunities for professional growth and development.
- Why this job: Join a team that values innovation and customer care in the energy sector.
- Qualifications: 5+ years in customer operations with strong billing and complaint handling 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.
What you’ll be doing:
- 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
- Drive process improvement: 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)
Essential experience:
- 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:
- 12 months, Inside IR35
- London (hybrid)
- ASAP start
Interested or know someone suitable? Message me directly for full details and a quick confidential chat.
Customer Operations Manager in 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.
