Customer Operations Team leader

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

Customer Operations Team Leader

Permanent, Full-time

Location: Ipswich

Hybrid working pattern, 3x days onsite per week

Salary: £32,000 - £35,000

We’re looking for a Customer Operations Team Leader to join our CustomerOperations function in Ipswich. Reporting to the Customer Service Manager you'll lead a team of approximately 10 FTE to deliver business objectives and great customer outcomes.

You’ll foster a high-performing, values-led culture focused on compliance and operational excellence.

Who we are:

We’re not just talking about making a difference, we’re making it happen. We generate dispatchable, renewable power and create stable energy in an uncertain world. Building on our proud heritage, we have ambition to become the global leader in sustainable biomass and carbon removals.

You’ll be joining our teams of practical doers, future thinkers and business champions. We’re enabling a zero carbon, lower cost energy future for all, and working hard to decarbonise the planet for generations to come.

About the role:

As a Customer Operations Team Leader, you’ll foster a high-performing, values-led culture focused on compliance and operational excellence.

Key accountabilities include:

• 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.

Who we’re looking for:

You’ll be confident motivating teams, managing performance, recognising success and handling difficult conversations.

You’ll communicate clearly and be confident in leading huddles and delivering business updates.

• To be successful in this role you’ll ideally have…


• Knowledge of the electricity industry, regulation and compliance.


• Ability to interpret data and produce clear, insightful reporting for leadership.


• Confidence using Word, Excel and PowerPoint.


• Ability to focus on improving ways of working and the confidence to challenge existing processes constructively.


• Demonstrate resilience.

Rewards and benefits:

As you help us to shape the future, we’ve shaped our rewards and benefits to help you thrive and support your lifestyle. If successful in this role, you’ll get:

• Discretionary bonus depending on company performance


• Private Healthcare


• SAYE (Sharesave): discretionary scheme from time to time


• Personal accident cover


• Group personal pension plan where we’ll contribute up to 10%


• Holiday - 25 days plus bank holidays


• Reimbursement of the cost of your annual membership of one relevant and appropriate professional body

We’re committed to making a tangible impact on the climate challenge we all face. Drax is where your individual purpose can work alongside your career drive. We work as part of a team that shares a passion for doing what’s right for the future. With Drax you can shape your career and a future for generations to come.

Together, we make it happen.

At Drax, we’re committed to fostering an environment where everyone feels valued and respected, regardless of their role. To make this a reality, we actively work to better represent the communities we operate in, foster inclusion, and establish fair processes. Through these actions, we build the trust needed for all colleagues at Drax to contribute their perspectives and talents, no matter their background.

We reserve the right to close roles early when the particular role and / or location has had sufficient applications.