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)Essential experience

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 recoveryContract details

12 months, Inside IR35 London (hybrid) ASAP startPlease contact the recruitment team for further information

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