Head of Retail Operations

New Today

🔥 Head of Retail Operations (Energy / Utilities) 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 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. #J-18808-Ljbffr
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Location:
Carlisle
Job Type:
FullTime

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