Customer Operations Manager

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.

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 partner / 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 )
• Demonstrable experience in utility billing, credit control and customer service (non-negotiable)
• Ideally 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
• Exposure to complaints handling, escalations and service recovery
• 12 months , Inside IR35
• London (hybrid)
• ASAP start

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