Company: UTILITY PEOPLE
Job Type: Permanent, FullTime
Salary: Competitive salary
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