Head of Retail (Heat)

Hemiko is a fast-growing company operating in the rapidly expanding low-carbon heat network sector. As the business grows, we are developing our customer retail capability to support an increasing number of heat network customers. We are seeking a Head of Retail Heat to lead and evolve this function. This role will suit someone who enjoys solving problems, improving systems and processes, and building effective customer operations within a growing organisation. The role reports to the Assets and Utilities Director.

We are looking for an experienced and motivated individual to lead the retail function across our existing and future district heating projects. The primary focus of the role is ensuring our customers receive a high-quality service and experience. The successful candidate will lead several operational teams responsible for billing, customer service, revenue management and customer support. The role requires someone who can think through operational challenges end-to-end — from software provision and CRM systems, through to contract management, call centre delivery and operational planning. The Head of Retail will hold responsibility for the P&L of the retail business line and will play an important role in shaping how customer operations are delivered as the company continues to scale.

The right candidate will be:

• A strong leader able to motivate teams and drive performance.
• Comfortable communicating with team members, stakeholders, clients, advisers and contractors.
• A pragmatic problem solver who enjoys improving systems, processes and customer outcomes.
• Comfortable working in a growing organisation where processes and systems continue to evolve.

The Head of Retail Heat / Utility is responsible for the end-to-end delivery of customer operations across the retail function. This includes billing, metering, customer service, debt management, vulnerability support, complaints handling, change of tenancy processes, and scheduling of maintenance and breakdown response. The role ensures customers are billed accurately, supported appropriately, and receive a high standard of service, while maintaining regulatory compliance and operational efficiency. The Head of Retail will lead teams, drive performance improvements, and ensure the retail function supports the wider commercial and operational objectives of the business.

Key responsibilities include:

• Leading in the delivery of projects during the operational phases working with and supported by the wider Hemiko Team.
• Lead the day-to-day operation of the retail function serving approximately 15,000 customers, with expected growth as new networks are delivered.
• Hold P&L responsibility for the retail business line.
• Ensure the retail function complies with current and emerging heat network regulation and consumer protection requirements, including oversight from Ofgem.
• Ensure accurate and timely billing, metering data management, and customer account administration.
• Oversee customer contact channels including phone, email, and digital platforms.
• Deliver strong revenue management including debt prevention, collections and recovery.
• Monitor KPIs across the customer lifecycle and implement improvement plans where required.
• Ensure complaints are handled effectively and that lessons learned are embedded into operations.
• Champion fair treatment and appropriate support for vulnerable customers.
• Drive improvements in customer satisfaction and service performance.
• Oversee reporting, audits and regulatory engagement relating to customer operations.
• Ensure policies and procedures align with industry standards and regulatory expectations.
• Manage outsourced service providers including customer contact centres and metering agents.
• Set clear service standards and hold partners accountable to SLAs and performance metrics.
• Lead contract reviews and service improvements.
• Oversee CRM and billing system performance (including platforms such as Zendesk).
• Identify opportunities to improve systems, automate processes and enhance operational efficiency.
• Build and lead a high-performing retail team.
• Create clear accountability, performance standards and development opportunities.
• Foster a customer-focused culture across the organisation.

The ideal candidate will have:

• Understanding of customer operations within regulated customer service environments and/or utilities or energy supply.
• Understanding of billing, customer account management and revenue management processes.
• Ability to interpret regulation and apply it pragmatically within operational environments.
• Experience improving operational processes or customer journeys.
• Experience using CRM and billing platforms to manage customer operations and reporting.
• Knowledge of data protection and information governance requirements.

Skills required include:

• Ability to lead multi-disciplinary teams and create a high-performance, customer-focused culture.
• Strong capability in managing operational processes such as billing, collections, metering and customer contact.
• Ability to design and deliver improvements to customer journeys and service outcomes.
• Ability to interpret regulation and translate requirements into operational processes.
• Understanding of revenue protection, cost control and financial impacts of retail operations.
• Comfortable using operational data, KPIs and reporting to support decision making.
• Able to resolve complex operational issues and balance customer, regulatory and commercial considerations.
• Clear communicator able to work effectively across operational, technical and commercial teams.
• Ability to assess performance and challenge underperformance through KPIs and structured improvement programmes.
• Self-driven and results-oriented, with a focus on delivering practical solutions and successful outcomes.
• Willing to be hands-on and self-sufficient where required.
• Fully IT proficient, including Word, PowerPoint, Excel and standard communication systems.

Remuneration: Base £60,000 (depending on experience). Discretionary bonus based on individual and business performance. An inclusive culture that promotes diversity. Holidays 25 days a year plus statutory holidays - with an option to purchase, or sell, up to an additional 5 days per annual leave year. Pension plan provision. Private health care scheme available. Cycle to work scheme. Electric Car lease scheme. Health and well-being support. Continuing learning and development opportunities. Company PC/laptop, etc.

At Hemiko, we recognise that flexibility is important and are open to discussing working arrangements that support both individual circumstances and business needs. We are proud to be an equal opportunities employer. We welcome applications from all backgrounds regardless of ethnicity, gender or gender expression, disability, age, marital status, trade union activity, religious belief, sexual orientation, or socioeconomic background. We are also an Armed Forces-friendly organisation and encourage applications from ex-service personnel, reservists, veterans, cadet instructors, and military spouses/partners. We value openness and collaboration, avoiding unnecessary complexity and silos. We are a young, growing business in the rapidly expanding low-carbon energy sector, offering significant opportunities for career development and flexibility while delivering meaningful outcomes for the communities we serve.

To apply, please complete the online application form on BambooHR. However for an informal chat please contact katie.waples@hemiko.com.