Chief, Customer Operations & Experience

United Gas & Power; Leeds; Hybrid; GBP 120,000 - 150,000; Full time

Benefits offered by this job

Company socials

Annual leave 25 days

Career progression

Hybrid working

Health programme

Energetic environment

Job summary

United Gas & Power seeks a Head of Customer Operations to lead Customer Services, Change of Tenancy, Collections and Complaints, owning the end-to-end customer journey across these functions. This senior role provides direction on performance, quality, risk and continuous improvement through the Managers who run day-to-day delivery.

The successful candidate will set expectations, remove barriers to performance and ensure the department delivers consistent customer outcomes while meeting

Qualifications

• Leadership experience in customer operations, contact centre or regulated services.
• Proven ability to oversee departmental KPIs, service standards and quality improvement.
• Strong people leadership, managing managers and coaching teams.
• Experience with complaint handling, escalation and root-cause analysis.
• Commercial awareness balancing customer outcomes with debt recovery and risk controls.
• Clear, credible communication with senior stakeholders.

Responsibilities

• Provide senior leadership across Customer Services, Change of Tenancy, Collections and Complaints.
• Own end-to-end customer journey across all functions with joined-up experience.
• Oversee complaints process, regulatory timeframes and customer outcomes.
• Ensure live debt management and collections controls are effective and compliant.
• Coordinate cross-functional activity with finance, IT and operations.
• Drive continuous improvement in customer journeys and governance across teams.

Skills

Leadership

KPI oversight

People leadership

Complaints handling

Commercial awareness

Communication

Job description

United Gas & Power seeks a Head of Customer Operations to lead Customer Services, Change of Tenancy, Collections and Complaints, owning the end-to-end customer journey across these functions. This senior role provides direction on performance, quality, risk and continuous improvement through the Managers who run day-to-day delivery.

The successful candidate will set expectations, remove barriers to performance and ensure the department delivers consistent customer outcomes while meeting