Head of Retail Operations (Energy / Utilities)

Carlisle

£60,000 + Bonus + Benefits

We’re working with a fast-growing organisation in the low-carbon energy sector that is scaling rapidly across the UK. As part of this growth, they are looking to appoint a Head of Retail Operations to lead and develop their customer-facing function.

This is a fantastic opportunity for someone who enjoys building teams, improving processes, and delivering excellent customer outcomes within a regulated environment.

The Role

You’ll take full ownership of the end-to-end customer operation, ensuring a high-quality experience across all touchpoints.

This includes:

• Billing and customer account management
• Customer service and contact centre operations
• Revenue management (collections, debt, recovery)
• Complaints handling and customer support
• Oversight of CRM and billing systems
• Managing outsourced service providers

You’ll also play a key role in improving systems, driving performance, and shaping how the function evolves as the business continues to grow.

What You’ll Be Doing

• Leading and developing a multi-disciplinary customer operations team
• Ensuring accurate billing and strong revenue collection
• Driving customer satisfaction and service improvements
• Managing KPIs, performance metrics, and reporting
• Overseeing third-party providers (e.g. call centres, metering)
• Ensuring compliance with regulatory requirements in a utilities environment
• Taking ownership of the P&L for the customer/retail function
• Identifying opportunities to streamline processes and improve systems

✅ What We’re Looking For

• Experience in customer operations ideally within utilities, energy, or regulated environments
• Experience using CRM and billing platforms to manage customer operations and reporting
• Proven leadership experience managing teams and/or outsourced providers
• Experience improving processes, systems, or customer journeys
• Comfortable working in a growing, evolving business
• Strong stakeholder management and communication skills

Why Apply?

• Be part of a high-growth, future-focused energy business
• Play a key role in shaping a scaling customer operation
• Work in a sector that is central to the UK’s net zero ambitions
• Genuine opportunity to make an impact and progress your career

If this sounds of interest, feel free to apply directly or reach out for a confidential conversation.