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

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• Own customer ops delivery: utility billing, payment collection/credit control, customer contact, enquiries and account management
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• Manage and performance-monitor external service partners / contact centre providers against SLAs
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• Ensure customer platforms run smoothly: online accounts, app, payment providers, billing platform and data flows
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• Lead new site/customer onboarding, partnering with regional teams and service partners
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• Support escalations: complex complaints, service interruptions and Ombudsman cases
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• Drive process improvement: SOPs, guidance, training and operational standards
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• Track and report on customer metrics, aged debt, complaints and compliance (weekly/monthly insight)
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• Support regulatory and audit requirements (e.g. data protection, Heat Trust, Ofgem)
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Essential experience

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• Demonstrable experience in utility billing, credit control and customer service (non-negotiable)
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• 5+ years in customer operations/service delivery within a regulated or consumer-facing environment (utilities/energy ideal)
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• Strong knowledge of billing, metering, CRM/service desk and customer account systems
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• Proven track record managing service providers and holding them to SLAs
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• Confident with Excel/data analysis and producing operational reporting
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• Strong background in complaints handling, escalations and service recovery
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Contract details

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• 12 months, Inside IR35
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• London (hybrid)
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• ASAP start
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Interested or know someone suitable? Message me directly for full details and a quick confidential chat.