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Interim Customer Operations Director

2 months ago

London, Greater London, United Kingdom Utility People Full time
Customer Operations Director Opportunity

Utility People is seeking a highly skilled Customer Operations Director to lead our customer-centric approach to delivering a best-in-class customer experience and operational excellence. As a key member of our Senior Leadership Team, you will be responsible for driving customer service and operations for over 300,000 customers, with a focus on achieving a low cost to serve and ranking top in the CAB.

Key Responsibilities:

  • Develop and implement a customer experience strategy that fosters a customer-first culture
  • Lead the development of operational strategies, aligning KPIs across customer care
  • Work with Finance to manage the P&L, resourcing profile, and budget performance
  • Ensure effective governance, compliance, risk owners, and controls are in place
  • Leverage MI reporting to benchmark performance against key performance indicators

Requirements:

  • Customer operational leadership experience in a highly regulated industry
  • Ability to lead and motivate teams with a commitment to developing talent
  • Strong analytical skills with experience in leveraging data-driven decision-making
  • Change management, process optimization, and resource management expertise
  • Familiarity with governance, risk management, and compliance protocols

About Utility People:

We are a company passionate about sustainability and committed to a Net Zero future. Our dynamic Senior Leadership Team is seeking a talented individual to join us on this journey.