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 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 recovery

Contract details

• 12 months, Inside IR35
• London (hybrid)
• ASAP start

Please contact the recruitment team for further information

Should you require any support or assistance, please contact your local Gi Group office.

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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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