Chief Customer Operations Leader (Hybrid)

RGIT Australia; Guiseley; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

25 days annual leave

Career progression

Hybrid working

Health & Wellbeing programme

Energetic environment

Job summary

United Gas & Power (UGP) is seeking a Head of Customer Operations to lead Customer Services, Change of Tenancy, Collections and Complaints. The role drives performance, quality, risk management and continuous improvement through Managers who lead day-to-day delivery.

The successful candidate will set expectations, remove barriers to performance, and ensure the department delivers compliant, high-quality customer outcomes while aligning with regulatory requirements.

Qualifications

• Experience leading customer operations across multiple functions and teams.
• Proven ability to set, monitor and improve KPIs and service standards.
• Strong leadership of managers with focus on performance and regulation.

Responsibilities

• Provide senior leadership across Customer Services, Change of Tenancy, Collections and Complaints.
• Own end-to-end customer journey to ensure joined-up, friction-free experience.
• Oversight of complaints handling and regulatory compliance timelines.

Skills

Leadership experience

KPI oversight

People leadership

Complaint handling

Commercial awareness

Stakeholder communication

Energy market knowledge

Change of Tenancy

Quality assurance

Debt recovery

Job description

United Gas & Power (UGP) is seeking a Head of Customer Operations to lead Customer Services, Change of Tenancy, Collections and Complaints. The role drives performance, quality, risk management and continuous improvement through Managers who lead day-to-day delivery.

The successful candidate will set expectations, remove barriers to performance, and ensure the department delivers compliant, high-quality customer outcomes while aligning with regulatory requirements.