Head of Customer Service

Fixed term maternity contract: 12 months

Location:
Coventry, office based – Monday to Friday, 8.30am to 5pm with expectations to travel to our Watford office when required.

Salary:
Competitive + Benefits

Closing date: 9th January 2026

About Us:

Corona Energy is a leading independent energy supplier with over 20 years’ experience in servicing UK businesses. We currently supply 14% of the industrial and commercial gas market, supporting around 13,000 customers and managing over 85,000 meters. Our people are at the heart of our success, with the vast majority rating us as a great place to work.

Our Values & Behaviours:

Our people are at the heart of everything we do. Our values and behaviours set us apart and inspire a culture of collaboration and innovation. We embrace diversity and inclusion, ensuring everyone feels valued and recognised.

Our values:

• Customer First
• Impactful
• Empowered
• Forward Thinking

As Head of Customer, you will lead and manage our SME Customer Service, Mid-Market, and Complaints teams within a dynamic contact centre environment. You will lead and develop teams to deliver outstanding customer experiences, ensure compliance with regulatory requirements, and drive continuous improvement through data insights.

• Develop and implement long-term strategies for Complaints, SME Customer Service, and Mid-Market teams
• Ensure optimal resource planning, skills development, and compliance across all teams
• Develop a risk-aware culture and maintain regulatory standards
• Use data and root cause analysis to identify trends and drive improvements
• Oversee performance monitoring (KPIs), reporting, and auditing to the highest standard
• Manage relationships with external referral channels (Ombudsman, Citizens Advice, etc.)
• Deliver operational plans, SLA targets, and customer satisfaction goals
• Act as a senior escalation point for executive-level complaints and media inquiries

• Proven track record in leading high-performing operational teams
• Passion for customer experience and complaint resolution
• Strong ability to translate strategy into actionable goals
• Regularly complete data analysis and performance measures reporting
• Exceptional communication skills with experience engaging with all stakeholders
• Knowledge of relevant systems and compliance frameworks

• Competitive salary and benefits
• Profit share bonus
• Enhanced pension & annual leave
• Private medical insurance, dental, life cover & income protection
• Day off on your birthday
• Access to Linked In Learning & dedicated development time
• Fresh fruit, snacks, and breakfast daily
• Company parties & team events
• Modern, collaborative office environment

At Corona Energy, we believe that diversity and inclusion are essential to driving innovation and discovery. We are committed to creating a workplace where everyone feels valued, respected, and empowered to succeed, regardless of their background, identity, or personal circumstances. We actively encourage applications from individuals of all genders, ethnicities, abilities, and experiences.

As a Disability Confident Employer, we ensure that everyone can apply and be part of our recruitment processes and so we will make reasonable adjustments if you need them. For this or any other assistance you need with applying please email: hr

• Mid-Senior level

• Full-time

• Customer Service and Quality Assurance

• Utilities, Telephone Call Centers, and Services for Renewable Energy