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Head of Operations (B2B)

Posted 31 January by Utility People Featured Ended

Role: Head of Operations (B2B)

Location: South Yorkshire

Salary: £55,000 DOE

Would you like to work for a Fortune 500 company with an established off-grid gas supply business, that has now expanded into SME on-grid gas supply sector? The Customer Operations Manager will be responsible for the management of the SME customer journey from order to cash delivery, helping to create a culture of customer centricity and achieving high NPS and Satisfaction scores. The successfulCustomer Operations Manager, will ideally have a detailed understanding of the gas supply industry systems and processes, such as Customer Service, Billing and Collection etc. If you have the utilities experience we are looking for and think the Customer Operations Manager could be you, apply today!

Key responsibilities:

  • Maintain a high performing customer services organisation, recruiting, coaching and developing individuals for peak performance
  • Create a 'learning organisation’ where training and best practice are shared and implemented
  • Take ownership for existing processes, systems and tools that drive the customer journey
  • Create a culture of continuous improvement to achieve operational excellence
  • Provide a service to customers that achieves high standards of speed or response accuracy
  • Drive to achieve industry benchmark in customer retention and growth
  • Work collaboratively to create a price life cycle management program

Skills required:

  • 5 years’ operational experience of customer services activities in UK energy supply companies
  • Experience of leading customer services and operations teams in a UK gas supply business
  • Thorough working knowledge of processes and systems needed to support the efficient delivery of a gas supply
  • Excellent understanding of customer services, billing and collection processes tools and best practices
  • Trading and risk management capabilities, useful not essential
  • Dynamic and innovative with great all round communication skills and business acumen

Reference: 34295063

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