Gi Group
Customer Operations Manager
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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)
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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
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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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