Executive Leader — Customer Operations & Experience

United Gas & Power Limited; United Kingdom; Hybrid; GBP 90,000 - 140,000; Full time

Benefits offered by this job

Hybrid working

Career progression

Regular company socials

9am-5pm, Monday to Friday

Job summary

United Gas & Power Limited is seeking a Head of Customer Operations to provide senior leadership across Customer Services, Change of Tenancy, Collections and Complaints, owning the end-to-end customer journey.

Reporting to the Operations and Compliance Director, you will set strategic direction, oversee performance, ensure regulatory compliance and drive continuous improvement through Managers who lead day-to-day delivery.

Qualifications

• Experience leading customer operations teams across multiple functions.
• Proven ability to manage KPIs, service levels and quality assurance.
• Experience in energy market regulation and Ofgem standards.
• Strong communication with senior stakeholders.
• Experience with change management and governance.

Responsibilities

• Provide senior departmental leadership across Customer Services, Change of Tenancy, Collections and Complaints.
• Oversee performance, quality, risk management and continuous improvement through Managers.
• Set direction and expectations, support Managers to deliver and ensure compliant outcomes.
• Oversee COT, complaints handling and debt recovery with regulatory timelines.
• Collaborate with other heads (billing, IT, operations) to align customer journeys.

Skills

Leadership

Commercial awareness

Regulated environment experience

Stakeholder management

People leadership

Change of Tenancy experience

Job description

United Gas & Power Limited is seeking a Head of Customer Operations to provide senior leadership across Customer Services, Change of Tenancy, Collections and Complaints, owning the end-to-end customer journey.

Reporting to the Operations and Compliance Director, you will set strategic direction, oversee performance, ensure regulatory compliance and drive continuous improvement through Managers who lead day-to-day delivery.