Customer Operations Team Lead (Hybrid)

Drax Group; Ipswich; Hybrid; GBP 32,000 - 35,000; Full time

Benefits offered by this job

Discretionary bonus

Private Healthcare

SAYE (Sharesave)

Personal accident cover

Group personal pension plan up to 10%

Holiday - 25 days + bank holidays

Professional body membership reimburs.

Job summary

Drax Group in Ipswich is seeking a Customer Operations Team Leader to guide a team of around 10 FTE and drive high-quality customer outcomes. The role reports to the Customer Service Manager and blends hands-on leadership with process excellence.

The successful candidate will foster a values-led culture, ensure compliance, and optimise capacity and workflow in a hybrid pattern with three days on-site each week.

Qualifications

• Knowledge of the electricity industry, regulation and compliance.
• Ability to interpret data and produce clear, insightful reporting for leadership.
• Clear communication and ability to lead huddles and deliver business updates.

Responsibilities

• Lead and motivate your team, building a sense of purpose, connection and accountability through our culture, values and behaviours.
• Champion a customer-first approach, ensuring right-first-time outcomes, compliant behaviours and consistent ways of working.
• Assess skills and development needs, ensuring everyone has the training, tools and capability to excel.
• Manage capacity, workflow and output, prioritising critical activities and flexing resources to meet changing operational demands.
• Embed operational excellence in daily activities through root-cause problem solving, productivity tracking and continuous improvement.

Skills

Team leadership

Customer focus

Data interpretation

Reporting

Communication

Problem solving

Resilience

Tools

Word

Excel

PowerPoint

Job description

Drax Group in Ipswich is seeking a Customer Operations Team Leader to guide a team of around 10 FTE and drive high-quality customer outcomes. The role reports to the Customer Service Manager and blends hands-on leadership with process excellence.

The successful candidate will foster a values-led culture, ensure compliance, and optimise capacity and workflow in a hybrid pattern with three days on-site each week.