Head of Customer Operations

Posted 30 May 2023
Salary Highly competitive (DOE)
Job type Permanent
DisciplineRenewable Energy & InfrastructureSustainability
Contact NameMollie Naughton

Job description

The Green Recruitment Company are delighted to be supporting our Client, an innovative SmartGrid solution provider, who are accelerating the delivery of net-zero schemes within the real estate sector through the integration of Solar, Battery and EV Charging assets.

They are looking for a Head of Customer Operations to support the senior management team by designing, building and running their customer operations function.

Reporting directly into the Chief Operations Officer, you would be responsible for the following objectives and tasks:

Key Responsibilities:

  • Design, secure and lead the customer operations team, and develop the company's voice

  • Create a culture and processes which achieve the business goals and objectives with regards to their customer service

  • Establish and manage a best-in-class digitally enabled end-user customer support operations and management system

  • Work effectively with the Product Team to design and improve the customer journeys, to secure cost-effective customer management IT platforms and optimise customer profitability

  • Design and manage appropriate customer metrics to enable customer satisfaction tracking

  • Identify and resolve customer related risks & prioritise customer's data privacy

Key Requirements:

To be successful in this role, the ideal candidate will need:

  • Significant experience of building and managing operational customer service teams within the energy sector

  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets

  • Proven management experience at a senior, strategic level role

  • Experience of having evaluated and managed different geographical locations for customer services support functions

  • Well-developed leadership skills

  • Ability to motivate and communicate with others at all levels

  • Excellent communication skills

  • Able to adapt and succeed in a evolving business environment

In return, we are offering a highly competitive salary plus a performance-based bonus, along with a range of benefits including a generous pension schemeprivate medical insurance, and flexible working arrangements.