Fusion For Business
Head of Customer Service & Quality
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The Role
We are looking for a visionary Head of Customer Service & Quality to design and lead our Customer Care business function from the ground up.
This is not a “maintenance” role, it’s a blank canvas for a commercially minded leader who wants to build a best-in-class customer service channel that scales with one of the UK’s most ambitious consultancies.
You’ll be the driving force behind how FFB interacts with, supports, and retains our growing customer base - ensuring that every touchpoint delivers excellence, and that our sales teams uphold the highest standards of quality and compliance.
Key Responsibilities
- Design and build a customer service and quality function that sets the industry benchmark.
- Define the strategy, structure, and standards for all post-sale customer interactions.
- Implement measurable quality assurance frameworks to monitor and improve delivery across all sales channels.
- Collaborate with our leadership, operations, and compliance teams to ensure seamless handover from sales to delivery.
- Establish a customer feedback loop to continually enhance our products, processes, and people.
- Recruit, train, and lead a high-performing service team that embodies FFB’s “customer-first” culture.
- Use data and insight to drive continuous improvement across retention, satisfaction, and compliance metrics.
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What We're Looking For
- A proven leader in customer service, operations, or quality assurance, ideally within an energy, utilities, or B2B environment.
- Someone who thrives in a fast-growth, entrepreneurial setting — comfortable building from scratch and shaping new systems.
- A strategic thinker with a hands-on mentality — you can design the process and jump in to fix it when needed.
- Exceptional communication and leadership skills, with the ability to inspire teams and influence across departments.
- A passion for delivering outstanding customer experiences and holding others to the same standard.
What's In It For You
- Job satisfaction and a chance to build a department “your way”.
- Competitive salary with annual bonus based on performance.
- Annual salary review.
- Clear progression path to executive level.
- Modern office with parking.
- Supportive, fast-paced environment where performance is recognised and rewarded.
Who We Are
At Fusion for Business (FFB), we help UK businesses reduce energy costs, recover revenue, and work towards net-zero. We’re an ambitious, fast-growing energy consultancy that combines genuine customer care with data-driven results. Our team works with some of the UK’s leading suppliers and partners, delivering transparent, tailored solutions across energy procurement, carbon reduction, and efficiency.
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Our ambition is to disrupt the traditional energy-broker model by building a smarter, more transparent, and customer-first approach to business energy. We’re not just helping companies secure better energy deals we’re transforming how organisations manage their energy, carbon, and efficiency as part of their growth strategy. Over the past few years, FFB has achieved year-on-year revenue growth exceeding 40%, driven by innovation, strong client retention, and a culture that rewards performance and integrity. Our goal is to become the UK’s most trusted partner for energy efficiency and net-zero transition, combining market expertise with technology, data, and a passionate team that truly makes a difference.
We don’t settle for average, and neither should you. We’re looking for exceptional talent who thrive on challenge, embrace high standards, and want to be part of a team that’s disrupting the energy market through performance and integrity.
Work Location: Consett
Hours: 37.5 hours Monday - Friday (flexibility based on business demands)
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