Head of Customer Operations

Head of Customer Operations

Heat Utilties Energy Heat Network

Rockcliffe, Cumbria

50,000 + 60,000 + Bonus + Benefits + Training + Progression

Are you an experienced leader within utilities or regulated customer operations looking for a role where you can shape and scale a retail function?

On offer is a senior leadership opportunity where you will take full ownership of customer operations and play a key role in building and improving systems, processes, and service delivery within a growing business.

This company is a fast-growing organisation operating within the low-carbon heat network sector, with a strong reputation for delivering innovative energy solutions. They have a growing portfolio of projects and a clear expansion strategy, putting them in an excellent position for long-term growth.

In this role, you will lead the end-to-end retail function, overseeing customer service, billing, and revenue operations while driving performance and continuous improvement. You'll play a key role in shaping customer experience and operational strategy as the business scales.

This is a fantastic opportunity to step into a leadership role where you can take ownership, drive change, and develop a high-performing team within a company that is investing heavily in growth and future capability.

The Role
Lead the day-to-day retail operations supporting a growing customer base
Take full P&L responsibility for the retail business function
Oversee billing, metering, customer service, and revenue management
Drive KPI performance, process improvements, and customer satisfaction
Manage third-party providers and ensure delivery against SLAs

The Person
Experience in utilities, energy, or regulated customer operations
Strong understanding of billing, customer service, and revenue processes
Proven leadership experience managing teams and driving performance
Ability to improve systems, processes, and customer journeys
Experience with CRM / billing systems (e.g. Zendesk) is advantageous

To apply for this role or to be considered for further positions, please click Apply Now or contact Maleek Randley at Rise Technical Recruitment.

Rise Technical Recruitment Ltd acts an employment agency for permanent roles and an employment business for temporary roles.

The salary advertised is the bracket available for this position. The actual salary paid will be dependent on your level of experience, qualifications and skill set and will be decided by our client, the employer. Rise are not responsible or liable for any hiring decisions made by the end client.

We are an equal opportunities company and welcome applications from all suitable candidates.