Energy Services Manager – Heat Networks
As the Energy Services Manager for Heat Networks, you will be an intrinsic member of the team that will deliver heating and cooling solutions to some of the most prestigious developments in the UK.
You will have direct responsibility for ensuring the efficient, reliable, and customer-focused delivery and operation of heat network services to ensure all our contractual, regulatory and customer-facing obligations are always maintained.
This will be a remote based role but for the first 6 months you will need to be based onsite in our Leatherhead, Surrey office on a hybrid basis.
Your responsibilities include:
* Our technical compliance standards to the forthcoming Heat Network Technical Assurance Scheme, and regulatory requirements to meet Ofgem or Heat Trust Scheme rules, for energy generating assets, distribution networks, customer connection technology such as heat interface units, and the metering and control technology to ensure assets are operating.
* Oversee and manage the performance of subcontractors delivering operations and maintenance.
* Assist the ESP operations team to ensure that heat network assets are installed to specification and are fit for purpose.
* Compliance with our service level agreements for the supply of heating and cooling to our customers; and,
* Deliver high-quality customer experience across all touchpoints.
Key Responsibilities
Consumer Experience & Engagement
* Manage compliance with our heating and cooling supply standards.
* Lead initiatives to improve customer satisfaction and engagement across heat network services.
* Act as the primary escalation point for customer issues, ensuring timely resolution and communication.
* Collaborate with customer service teams to develop and implement service standards and feedback mechanisms.
* Monitor customer feedback and complaints to identify trends and drive continuous improvement.
* Ensure that supply interruptions and customer satisfaction are adequately reported.
Asset Quality & Regulatory Oversight
* Establish the systems needed for pay as you go, meter data management and customer relationships management platforms.
* Ensure that safe, complaint and efficient heat network assets are installed correctly and meet design, regulatory and operational specifications.
* Work closely with project delivery teams to review designs, installation plans, and commissioning processes to ensure smooth and seamless handovers from delivery to operations.
* Lead post-installation and asset inspections and acceptance processes to verify asset readiness and performance including all compliance, completions and records assurance.
* Leveraging existing ESP systems, and in conjunction with our operational partners, implement an asset management system to monitor asset performance ensuring compliance with asset maintenance, replacement and regulatory requirements.
* Identify and resolve issues related to asset performance, durability, and lifecycle management.
Operational Performance & Subcontractor Management
* Support our construction and operational partners to build their knowledge base and technical offering to deliver heat network solutions for ESP to adopt.
* Manage and monitor the performance of subcontractors responsible for operations and maintenance of heat networks.
* Develop and enforce availability, efficiency and cost KPIs and SLAs to ensure high standards of service delivery.
* Conduct regular audits and reviews of subcontractor activities, ensuring compliance with contractual obligations and safety standards.
* Lead performance review meetings and support subcontractors in achieving continuous improvement.
Skills & Experience Required
* Proven experience in managing heat networks or similar energy infrastructure.
* Strong understanding of customer service principles in a technical or utility environment.
* Experience managing delivery, and operation and maintenance subcontractors, and enforcing performance standards.
* Technical knowledge of heat network systems, including design, installation, and commissioning.
* Excellent communication, stakeholder management, and problem-solving skills.
* Relevant qualifications in engineering, energy management, or building services (desirable).
Qualifications
* Bachelor’s degree or equivalent in engineering, Energy Management, Building Services, or a related field.
* Professional certification in operational management, project management or energy systems (e.g., PMP, CEM) is advantageous.
* Health and safety certification (e.g., NEBOSH, IOSH) preferred.
* Minimum 5 years of experience in energy services or heat network management roles.