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Customer Operations Manager

Gi Grouplondon, london🇬🇧United KingdomPosted 2 Aug 2026

Why This Role Stands Out

This hybrid role offers a fantastic opportunity to lead customer operations in a regulated environment, driving service excellence and process improvement. You'll thrive here if you have extensive experience in utility billing and customer service, enjoy managing partners, and are eager to make a significant impact on customer satisfaction. Apply today to leverage your skills in this dynamic position!

Quick Overview

Seniority
Mid Senior
Work mode
Hybrid
Location
london, london, United Kingdom
Process Improvement

Job Description

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 partner / 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)
  • Ideally 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
  • Exposure to complaints handling, escalations and service recovery

Contract details

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

Interested or know someone suitable? Message me directly for full details and a quick confidential chat.

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