Customer Operations Manager

Customer Operations Manager (Heat Networks) 12-month Contract London (Hybrid) Inside IR35 ASAP StartWe''re hiring an experienced Customer Operations Manager to lead the day-to-day delivery of customer operations across multiple heat network sites-ensuring customers receive a reliable, compliant, high-quality service across metering, billing, payments, onboarding/offboarding, complaints and service interruptions.What you''ll be doingOwn customer ops delivery: utility billing, payment collection/credit control, customer contact, enquiries and account managementManage and performance-monitor external service partners / contact centre providers against SLAsEnsure customer platforms run smoothly: online accounts, app, payment providers, billing platform and data flowsLead new site/customer onboarding, partnering with regional teams and service partnersSupport escalations: complex complaints, service interruptions and Ombudsman casesDrive process improvement: SOPs, guidance, training and operational standardsTrack and report on customer metrics, aged debt, complaints and compliance (weekly/monthly insight)Support regulatory and audit requirements (e.g. data protection, Heat Trust, Ofgem)Essential experienceDemonstrable experience in utility billing, credit control and customer service (non-negotiable)5+ years in customer operations/service delivery within a regulated or consumer-facing environment (utilities/energy ideal)Strong knowledge of billing, metering, CRM/service desk and ..... full job details .....