Head of Customer Service Fixed term maternity contract: 12 months Location: Coventry, office based – Monday to Friday, 8.30am to 5pm with expectations to travel to our Watford office when required. Salary: Competitive + BenefitsClosing date: 9th January 2026About Us:Corona Energy is a leading independent energy supplier with over 20 years’ experience in servicing UK businesses. We currently supply 14% of the industrial and commercial gas market, supporting around 13,000 customers and managing over 85,000 meters. Our people are at the heart of our success, with the vast majority rating us as a great place to work. Our Values & Behaviours:Our people are at the heart of everything we do. Our values and behaviours set us apart and inspire a culture of collaboration and innovation. We embrace diversity and inclusion, ensuring everyone feels valued and recognised.Our values:Customer FirstImpactfulEmpoweredForward ThinkingThe Role:As Head of Customer, you will lead and manage our SME Customer Service, Mid-Market, and Complaints teams within a dynamic contact centre environment. You will lead and develop teams to deliver outstanding customer experiences, ensure compliance with regulatory requirements, and drive continuous improvement through data-insights.Key Responsibilities:Develop and implement long-term strategies for Complaints, SME Customer Service, and Mid-Market teamsEnsure optimal resource planning, skills development, and compliance across all teamsDevelop a risk-aware culture and maintain regulatory standardsUse data and root cause analysis to identify trends and drive improvementsOversee performance monitoring (KPIs), reporting, and auditing to the highest standardManage relationships with external referral channels (Ombudsman, Citizens Advice, etc.)Deliver operational plans, SLA targets, and customer satisfaction goalsAct as a senior escalation point for executive-level complaints and media inquiriesSkills & Experience:Proven track record in leading high-performing operational teamsPassion for customer experience and complaint resolutionStrong ability to translate strategy into actionable goalsRegularly complete data analysis and performance measures reportingExceptional communication skills with experience engaging with all stakeholdersKnowledge of relevant systems and compliance frameworksWhat you will receive in return: Competitive salary and benefitsProfit share bonus Enhanced pension & annual leavePrivate medical insurance, dental, life cover & income protectionDay off on your birthdayAccess to LinkedIn Learning & dedicated development timeFresh fruit, snacks, and breakfast dailyCompany parties & team eventsModern, collaborative office environmentIf you are looking for a supportive and forward-thinking environment to grow your career in business analysis, apply now and be part of a company that values your potential.At Corona Energy, we believe that diversity and inclusion are essential to driving innovation and discovery. We are committed to creating a workplace where everyone feels valued, respected, and empowered to succeed, regardless of their background, identity, or personal circumstances. We actively encourage applications from individuals of all genders, ethnicities, abilities, and experiences.As a Disability Confident Employer, we ensure that everyone can apply and be part of our recruitment processes and so we will make reasonable adjustments if you need them. For this or any other assistance you need with applying please email: hr.recruitment@coronaenergy.co.uk