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Head of Operations (Energy / Water)

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  • UK, North West, Lancashire
  • Negotiable
  • Permanent
  • Full time
  • Years Exp: 15
  • Industry: Water & Utilities
  • Discipline: Operations Management
  • Qualifications: Bachelor's Degree

Job Title : Head of Operations (Energy / Water)

Location : North West / Lancashire

Salary : Negotiable

Job Purpose:

My client is recruiting for a Head of Operations. Your role will be to adopt this purpose and set the strategic direction and focus for the company to provide our customers with award winning service, be proud of what we do and to drive customer growth.

Reporting to the Managing Director, the Head of Operations will work closely with the Senior Management Team and will take responsibility for the company's customer service operation, including account management, procurement, analytical, trading and administrative functions.

Key Responsibilities:

As a member of the company's senior leadership team, you will set out the strategic direction for the Customer Service Operation

Review systems & processes and develop a right size people plan to deliver award winning service in line with our growth aspirations

Measure customer satisfaction and employee satisfaction levels and set out the requirements for continuous improvement of service and personal development

Work closely with Finance to forecast billing and income expectations for various cost codes

Take ownership to deliver business development targets for cross sell of services to existing customers

Maintain a deep understanding of wholesale energy market drivers and trading activity

Work in tandem with our software development team to enhance the service offering of our internal CRM and energy management software, for customers and team members

Increase the company's brand awareness across corporate market sectors

Work closely with our Marketing Manager to promote service excellence

Contribute thought leadership content for use internally and via external facing platforms such as our website and editorials

Create relationships with potential new customers, understand their energy landscape and present the company solutions

Support the Sales, Technical and Net Zero Teams by upskilling team members and cross selling solutions to existing customers

Present service propositions, contribute to tender responses

Provide inspiring leadership across the customer operation

Effective 1-2-1s

Coaching & mentoring

Stakeholder Relationships:

Reporting to the Managing Director

Member of the Senior Leadership Team

Interaction & Manage Board Relationships (3 business partners)

Develop relationships with new and existing customers – be personally involved in the management of strategic customer delivery as required

Develop strong working relationships with Sales & Marketing and Net Zero & Energy Solutions Teams

Person Specification:

Essential:

A minimum of 3 years Leadership experience in a customer operations role

Demonstrable ability to create compelling customer service propositions with appropriate ROI aligned to expenditure

Subject matter expert comfortable presenting to prospective customers and industry forums

Passionate about delivering award winning customer service and the need to continuously improve

Extensive experience and proven track record of building productive and lasting relationships

Strong system and CRM knowledge, particularly in the development of customer workflow and use of systems to manage the customer journey

Excellent verbal and written communication skills

An enthusiastic networker and team player

Commercially astute with a track record delivering growth across the customer base

Desirable:

Previous experience working in energy consultancy or energy / water retail business

  • Contact: Julian Taylor
    020 7531 5757 (Offline)
  • Date: 08.10.2021
  • Deadline: 22.10.2021
  • Quote ref: 100485/23332

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