Customer Operations Manager

Gi Group; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

Gi Group is seeking an experienced Customer Operations Manager for London in a hybrid role to oversee day-to-day customer operations across multiple heat network sites. You will ensure reliable, compliant service across billing, payments, onboarding, complaints and service interruptions.

The role involves managing external contact centres, ensuring platforms and data flows run smoothly, and leading onboarding for new sites with regional partners.

Qualifications

• 5+ years in customer operations within a regulated or consumer-facing environment (utilities/energy ideal).
• Demonstrable experience in utility billing, credit control and customer service.

Responsibilities

• Own customer ops delivery: billing, payment collection, inquiries and account management.
• Manage external service partners / contact centre providers against SLAs.
• Ensure customer platforms run smoothly: online accounts, app, billing platform and data flows.
• Lead new site onboarding, partnering with regional teams and service partners.
• Support escalations: complaints, service interruptions and Ombudsman cases.
• Drive process improvement: SOPs, guidance, training and operational standards.
• Track and report on customer metrics, aged debt, complaints and compliance.

Skills

Billing systems

Credit control

Customer service

Data analysis

Excel

CRM / service desk

Vendor management

Regulatory knowledge

SLA management

Tools

Billing platform

CRM software

Job description

Customer Operations Manager (Heat Networks) | 12-month Contract | London (Hybrid) | Inside IR35 | ASAP Start

We’re hiring an experienced Customer Operations Manager to lead the day-to-day delivery of customer operations across multiple heat network sites—ensuring customers receive a reliable, compliant, high-quality service across metering, billing, payments, onboarding/offboarding, complaints and service interruptions.

What you’ll be doing

• Own customer ops delivery: utility billing, payment collection/credit control, customer contact, enquiries and account management
• Manage and performance-monitor external service partners / contact centre providers against SLAs
• Ensure customer platforms run smoothly: online accounts, app, payment providers, billing platform and data flows
• Lead new site/customer onboarding, partnering with regional teams and service partners
• Support escalations: complex complaints, service interruptions and Ombudsman cases
• Drive process improvement: SOPs, guidance, training and operational standards
• Track and report on customer metrics, aged debt, complaints and compliance (weekly/monthly insight)
• Support regulatory and audit requirements (e.g. data protection, Heat Trust, Ofgem)
• Demonstrable experience in utility billing, credit control and customer service (non-negotiable)
• 5+ years in customer operations/service delivery within a regulated or consumer-facing environment (utilities/energy ideal)
• Strong knowledge of billing, metering, CRM/service desk and customer account systems
• Proven track record managing service providers and holding them to SLAs
• Confident with Excel/data analysis and producing operational reporting
• Strong background in complaints handling, escalations and service recovery
• 12 months, Inside IR35
• London (hybrid)
• ASAP start