🔥 Head of Retail Operations (Energy / Utilities)
📍 Carlisle
💰 £60,000 + Bonus + Benefits
We’re working with a fast-growing organisation in the low-carbon energy sector that is scaling rapidly across the UK. As part of this growth, they are looking to appoint a Head of Retail Operations to lead and develop their customer-facing function.
This is a fantastic opportunity for someone who enjoys building teams, improving processes, and delivering excellent customer outcomes within a regulated environment.
🚀 The Role
You’ll take full ownership of the end-to-end customer operation, ensuring a high-quality experience across all touchpoints.
This includes:
- Billing and customer account management
- Customer service and contact centre operations
- Revenue management (collections, debt, recovery)
- Complaints handling and customer support
- Oversight of CRM and billing systems
- Managing outsourced service providers
You’ll also play a key role in improving systems, driving performance, and shaping how the function evolves as the business continues to grow.
👥 What You’ll Be Doing
- Leading and developing a multi-disciplinary customer operations team
- Ensuring accurate billing and strong revenue collection
- Driving customer satisfaction and service improvements
- Managing KPIs, performance metrics, and reporting
- Overseeing third-party providers (e.g. Call centres, metering)
- Ensuring compliance with regulatory requirements in a utilities environment
- Taking ownership of the P&L for the customer/retail function
- Identifying opportunities to streamline processes and improve systems
✅ What We’re Looking For
- Experience in customer operations ideally within utilities, energy, or regulated environments
- Experience using CRM and billing platforms to manage customer operations and reporting
- Proven leadership experience managing teams and/or outsourced providers
- Experience improving processes, systems, or customer journeys
- Comfortable working in a growing, evolving business
- Strong stakeholder management and communication skills
🎯 Why Apply?
- Be part of a high-growth, future-focused energy business
- Play a key role in shaping a scaling customer operation
- Work in a sector that is central to the UK’s net zero ambitions
- Genuine opportunity to make an impact and progress your career
📩 If this sounds of interest, feel free to apply directly or reach out for a confidential conversation.