Interim Customer Operations Director (Retail Energy)

Would you like to join a company who are customer-centric, tech-led, and passionate about sustainability? This company are well on their way to a Net Zero future! As the Customer Operations Director, you will be working as part of a dynamic Senior Leadership Team and responsible for leading the key business areas in delivering a best-in-class customer experience and operational excellence resulting in a market-leading cost to serve. If you have B2C experience in managing a large customer service or contact centre of 150+ FTE’s, apply today!

Responsibilities:

• Drive Customer Service and operations for over 300,000 Customers
• Take the company to the Top of the CAB ranking with a low cost to serve
• You will lead the Customer Experience Strategy, and form a customer first culture
• Use your previous experience in CRM solutions to develop technology solutions
• Understand and support the core themes of self-serve and AI to ensure customers are receiving the right solution
• Proactively understanding customer triggers, how to mitigate large risk areas
• Lead the development of operational strategies, aligning KPIs across customer care
• Work with Finance to lead, control and manage your P&L, resourcing profile
• Inspire high-performing teams and role model company values
• Ensure effective governance, compliance, risk owners and controls are in place, proactively managed and audited
• Leverage MI reporting to benchmark performance against key performance indicators.
• Oversee budget performance management and reporting of the department
• Develop stakeholder relationships, both within the company and across the wider Group

Skills and experience required:

• Customer operational leadership experience, within a highly regulated industry.
• Ability to lead and motivate teams with a commitment to developing talent.
• Strong analytical skills with experience in leveraging data-driven decision-making.
• Change management, process optimization, and resource management.
• Familiarity with governance, risk management, and compliance protocols.
• Excellent communication and interpersonal skills for effective cross-departmental collaboration.
• Vendor management experience, ensuring contractual compliance and performance.

Ref: 14837

Role: Interim Customer Operations Director (Retail Energy)

Location: Hybrid - Home/ London (1 or 2 days per week)

Salary: £ highly competitive

Term: 1 Year FTC