Would you like to join a company who are customer-centric, tech-led, and passionate about sustainability? This company are well on their way to a Net Zero future! As the Customer Operations Director, you will be working as part of a dynamic Senior Leadership Team and responsible for leading the key business areas in delivering a best-in-class customer experience and operational excellence resulting in a market-leading cost to serve. The core operational areas that you will be leading and setting strategy for, include Operations, Metering, Billing, Industry Interactions, Customer Care and Debt. If this role excites you, apply today!
Responsibilities:
- Drive Customer Service and operations for over 300,000 Customers
- Take the company to the Top of the CAB ranking with a low cost to serve
- You will lead the Customer Experience Strategy, and form a customer first culture
- Use your previous experience in CRM solutions to develop technology solutions
- Understand and support the core themes of self-serve and AI to ensure customers are receiving the right solution
- Proactively understanding customer triggers, how to mitigate large risk areas
- Utilise the experience of payments, collections and debt management to support the team on large-scale change
- Lead the development of operational strategies, aligning KPIs across customer care, payments, metering, billing, settlements, and complaint resolution departments
- Work with Finance to lead, control and manage your P&L, resourcing profile and 5-year forecast
- Inspire high-performing teams and role model company values
- Ensure effective governance, compliance, risk owners and controls are in place, proactively managed and audited
- Leverage MI reporting to benchmark performance against key performance indicators.
- Oversee budget performance management and reporting of the department
- Develop stakeholder relationships, both within the company and across the wider Group
Skills and experience required:
- Customer operational leadership experience, within a highly regulated industry.
- Ability to lead and motivate teams with a commitment to developing talent.
- Strong analytical skills with experience in leveraging data-driven decision-making.
- Change management, process optimization, and resource management.
- Familiarity with governance, risk management, and compliance protocols.
- Excellent communication and interpersonal skills for effective cross-departmental collaboration.
- Financial acumen to manage budgets and evaluate financial performance.
- Vendor management experience, ensuring contractual compliance and performance.
Ref: 14837
Role: Interim Customer Operations Director (Retail Energy)
Location: Hybrid - Home/ London (1 or 2 days per week)
Salary: £ highly competitive
Term: 1 Year FTC