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Gi Group
Customer Operations ManagerGi Group • Charing Cross, Greater London, United Kingdom
Customer Operations Manager

Customer Operations Manager

Gi Group • Charing Cross, Greater London, United Kingdom
4 days ago
Job type
  • Temporary
Job description

Job Description

Customer Operations Manager (Heat Networks) | 12-month Contract | London (Hybrid) | Inside IR35 | ASAP Start



Be one of the first applicants, read the complete overview of the role below, then send your application for consideration.

We’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 doing



  • Own customer ops delivery: utility billing, payment collection/credit control, customer contact, enquiries and account management


Manage and performance-monitor external service partners / contact centre providers against SLAs


Ensure customer platforms run smoothly: online accounts, app, payment providers, billing platform and data flows


Lead new site/customer onboarding, partnering with regional teams and service partners


Support escalations: complex complaints, service interruptions and Ombudsman cases


Drive process improvement: SOPs, guidance, training and operational standards


Track 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 experience



  • Demonstrable 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 customer account systems


Proven track record managing service providers and holding them to SLAs


Confident with Excel/data analysis and producing operational reporting


Strong background in complaints handling, escalations and service recovery



Contract details



  • 12 months, Inside IR35


London (hybrid)


ASAP start



Interested or know someone suitable? xwwtmva Message me directly for full details and a quick confidential chat.



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Customer Operations Manager • Charing Cross, Greater London, United Kingdom

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