Head of Customer Operations (Water)

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Head of Customer Operations (Water)

Job ID: LW-14003
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Worthing, Sussex
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2 weeks ago
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£55,000 – £70,000
Retail energy

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Do you have experience in back-office operations and its associated processes for a Business Water supplier? Are you looking to develop your career to the next level? Our client will be entering the retail water market, with a vision to build a trusted water supplier by offering their customers unprecedented transparency. You will recruit, develop, and lead a team who share their big ambitions, enthusiasm and are intent on making a change in the energy industry. Could you be our new Operations Lead? If so, apply now.  

Responsibilities will include:             

  • Defining and integrating core CRM, billing and telephony capability to enable an effective and efficient operation for the day-to-day management of the business
  • Enabling growth in domestic customer numbers to meet business growth targets
  • Develop and implement a strategy for customer services and industry operations, creating the most trusted energy supplier in the
  • As part of management team, you will be responsible for maintaining an open, engaging, and dynamic work environment, with a commitment to outstanding customer
  • Oversee the hiring, training and day-to-day management of customer services and operations teams. Leading and motivating these teams from the front, using multiple KPIs at team and individual level to track performance and drive
  • Outline processes to manage billing runs and bad debt, as well as liaising with third parties to ensure both internal and external standards are

Skills and Experience Required:

  • Detailed understanding of back-office energy retail and leading customer service strategies
  • Essential to have industry knowledge of UK domestic energy market and regulatory
  • Working knowledge of energy industry operations, settlements, and handling of data
  • Energy retail experience with an emphasis on the domestic market
  • Passionate about customer
  • Experience in managing a growing customer services team; setting productivity objectives and supporting the team to deliver to high
  • A flexible hands-on approach with strong problem-solving
  • Strong team leader, with confident and clear communication

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