Job Description Customer Operations Manager (Heat Networks) | 12-month Contract | London (Hybrid) | Inside IR35 | ASAP Start \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 \n Manage and performance-monitor external service partners / contact centre providers against SLAs \n Ensure customer platforms run smoothly: online accounts, app, payment providers, billing platform and data flows \n Lead new site/customer onboarding, partnering with regional teams and service partners \n Support escalations: complex complaints, service interruptions and Ombudsman cases \n SOPs, guidance, training and operational standards \n Track and report on customer metrics, aged debt, complaints and compliance (weekly/monthly insight)\n Support regulatory and audit requirements (e.g. data protection, Heat Trust, Ofgem) \Demonstrable experience in utility billing, credit control and customer service (non-negotiable)\n ~5+ years in customer operations/service delivery within a regulated or consumer-facing environment (utilities/energy ideal)\n ~ Strong knowledge of billing, metering, CRM/service desk and customer account systems \n ~ Proven track record managing service providers and holding them to SLAs \n ~ Confident with Excel/data analysis and producing operational reporting \n ~ Strong background in complaints handling, escalations and service recovery \Contract details \London (hybrid)\n ~ ASAP start \Message me directly for full details and a quick confidential chat. \
Customer Operations Manager (Permanent) in London employer: Gi Group
Gi Group is an excellent employer for Class 2 Drivers, offering a dynamic work environment that values professionalism and customer service. With competitive pay rates, exclusive discounts on various services, and a commitment to employee well-being through initiatives like the Armed Forces Covenant and support for neurodiversity, we foster a culture of inclusivity and growth. Join us in a role that not only drives your career forward but also allows you to be part of a supportive team dedicated to making a difference.
