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 partners / 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)
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
Strong background in complaints handling, escalations and service recoveryContract details
12 months, Inside IR35
London (hybrid)
ASAP startPlease contact the recruitment team for further information
Should you require any support or assistance, please contact your local Gi Group office.
Gi Group Holdings Recruitment Limited are proud founding members of Menopause in business, corporate members for Neurodiversity in business, Disability Confident committed members, Gold status for the Armed Forces Covenant, Bronze trail blazers for Racial Equality matters and Age Friendly Employer pledge members.
Gi Group Holdings Recruitment Limited group of companies includes Gi Recruitment Limited, Draefern Limited, Gi Group Recruitment Ltd, INTOO (UK) Limited, Marks Sattin (UK) Limited, TACK TMI UK Limited, Grafton Professional Staffing Limited, Encore Personnel Services, Gi Group Ireland Limited and Kelly Services (UK) Ltd. Gi Group Ireland Limited are acting as an Employment Agency in relation to this role.
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Salary description
£50000.00 - £65000.00 per year