Head of Operations

Our priority is to match the right person to the right role, and we never want salary to be a barrier to applying. Regardless of your current pay, we’ll ask about your salary expectations during the application process, and our Talent Team will have an open, honest conversation during the talent call to understand your skills and explore our salary options. If you have questions around salary, please feel free to ask us!

Location: Chiswick, London - Hybrid

Sponsorship: We are unable to offer sponsorship for this role

The Head of Operations is responsible for So Energy’s billing, metering, settlements, and commercial contracts function. This includes our smart meter roll out and engagement, our metering operations – installations, maintenance and ensuring we are able to bill our customers accurately. This role also manages our third party metering asset, service providers and contractors, with a heavy influence on our billing system.

Responsible for leading the end-to-end delivery of accurate, timely, and compliant customer billing and metering operations. The role ensures strong operational performance, robust controls, and adherence to regulatory requirements set by Ofgem and industry codes. It drives strategic improvements across billing systems, metering data management, and operational processes to improve efficiency and customer outcomes. The role is a part of the Customer Operations leadership team and has a key impact on our cost to serve and customer experience performance. Reporting to Customer Operations Director, Pete Stapleton.

Why So Energy? So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with ~300,000 customers and over 450 Energists (what we call our people). But we’re not done! We’re on the road to a net-zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer-centric, tech-led, and passionate about sustainability. We’re driven to do our best for our customers, for each other, and for our planet. That’s why we’ve built a workplace culture that’s supportive, empowering, inclusive, and full of opportunities to grow and make an impact. At So Energy, we take pride in our values-driven culture. We live and breathe by our six core values that guide everything we do:

• Clear
• Honest
• Ambitious
• Inquisitive
• Caring
• Sustainable

What you’ll be getting up to in this role:

• Lead and manage the end-to-end Billing and Metering operations across the business, ensuring accurate, timely, and compliant customer billing.
• Develop and implement the billing and metering strategy, aligning operational performance with company objectives and regulatory requirements.
• Ensure full compliance with Ofgem regulations, industry codes, and internal governance standards.
• Oversee the billing lifecycle, including meter reads, data validation, bill production, adjustments, and query resolution.
• Manage the smart metering and traditional metering operations, ensuring data accuracy and system integrity.
• Act as the senior operational owner for metering data flows, settlements interactions, and billing system performance.
• Lead initiatives to improve billing accuracy, first-time bill quality, and reduction of rebills and complaints.
• Lead, coach, and develop Operations Managers.
• Identify operational risks and implement controls to ensure data integrity, financial accuracy, and regulatory compliance.
• Oversee revenue assurance, including identification and resolution of billing errors, contract spend and energy theft.
• Work closely with Finance, Customer Operations, Technology, and Regulatory teams to ensure billing accuracy and financial alignment.
• Drive process improvement and automation initiatives to increase efficiency and reduce operational cost.
• Oversee billing system enhancements, commissioning resolutions, and support regulatory or tariff changes.
• Ensure successful delivery of industry programmes, regulatory updates, and system migrations affecting billing or metering.
• Maintain strong relationships with industry bodies, metering agents, data collectors, and third-party service providers.
• Lead root cause analysis and resolution of billing incidents, system issues, and customer impact events.
• Provide regular operational reporting and SLT updates on performance, risks, and improvement initiatives.
• Champion a culture of continuous improvement, operational excellence, and customer focus across the function.

You’re a great match if:

• Strong operational experience driving efficiencies and change in a B2C business.
• Knowledge and experience of leading a high performance team within an energy supplier.
• Strong background in end-to-end energy billing operations, including bill production, adjustments, billing exceptions, and backlog management.
• You can lead your team through change in a dynamic and changing energy landscape.
• Prior contract experience of multi-million pound contracts, with key performance and commercial skills to ensure our third parties perform and our contracts are commercially robust and optimal.
• Determined to increase Customer Experience upstream.
• Strong data analysis capabilities.
• Familiar with industry knowledge areas from DCC to SEC.
• Responsible for KPIs such as bill accuracy, first bill, industry data, meter read performance, commissioning, installation, backlog levels, and SLA adherence.

Research shows that some underrepresented people are less likely to apply for a role unless they are 100% qualified. We believe your experience, skills, and passion will set you apart. We encourage you to apply and tell us about your journey, even if you don’t tick all the boxes.

Our Hiring Process:

• Talent Screen - 20 minutes Teams call
• Hiring Manager competency-based Interview
• Final stage interview and presentation with a panel of So Energy Leaders

APPLICATIONS CLOSE ON 10th July 2026

What’s in it for you?

• Smart Working Charters - Hybrid working – Each team has its own SPARK Working Charter. Ask your talent partner for more details.
• Growth & Development - Personalised learning & development budgets– to support your growth journey, L&D buddies to guide you along the way. Internal learning platform – with thousands of valuable resources.
• Pay & Reward - Up to 10% performance bonus – based on company and personal performance. Annual Salary Reviews – to ensure we remain competitive in the market.
• Time Off That Matters - Your birthday off – it only comes once a year, so enjoy it. 3 So Giving Days – spend time supporting a cause you care about. Enhanced family leave – supporting you through every life chapter.
• Health & Wellbeing - Physical Support – Free eye tests, flu vaccinations. Access to Perkbox – Additional wellbeing & savings benefits. Menopause Policy – To ensure all employees are being taken care off.
• Belonging & Recognition - Affinity Groups – join one of our employee groups to foster meaningful connections. Bi-annual Value Awards – because your hard work deserves recognition. Monthly events – to find balance and bring our team together. Charitable Fundraising – to give back to our communities.

Diversity, Equity, Inclusion & Belonging - As a Disability Confident Committed employer, we encourage applications from everyone, and we will ensure fair and accessible recruitment for all. At So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion, and belonging. We are a global community, and we believe our unique qualities should be celebrated as they are critical to our innovation. It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn’t just an initiative at So Energy. We strive to embed it throughout our entire culture.