Here at Ruby Energy we have have an exciting opportunity.
We’re now looking for a dynamic Head of Operations to lead our key customer-facing energy functions in Metering, Billing, SPA, Smart Metering, Settlements, and Complaints. You’ll drive operational excellence, regulatory compliance, and customer satisfaction while ensuring every department performs efficiently and collaboratively.
Reporting to the Customer Service Director, you’ll provide strategic direction and performance oversight across all teams, shaping how we deliver exceptional service and meet our business goals.
Important: This position is on-site in Fleetwood, Lancashire. Remote or hybrid working options are not available. Candidates must be able to commute to the location.
Benefits:
* Working hours - Monday to Friday
* Buy & Sell Annual Leave Scheme
* Company Pension
* Referral program
* Free onsite parking
* Employee Assistance Programme (EAP)
* Career development
* Employee Recognition Incentives
* Company events
* Monthly dress down days
* Tea & coffee facilities & On-site Canteen
* Local discounts / benefits
* Early Finish Fridays
Key Responsibilities (but not limited to):
* Provide strategic leadership and operational management of our Metering, Billing, SPA ,Settlements and complaints, ensuring each department meets service, quality, and compliance targets.
* Oversee performance across Complaints, Smart Metering, Settlements, and Billing teams, ensuring efficient processes and continuous improvement.
* Develop and implement operational plans to improve customer satisfaction, operational efficiency, productivity and profitability
* Ensure all operations understand and comply with industry regulations (Ofgem, DCUSA, BSC, etc.) and internal governance standards.
* Manage budgets, forecast resources, and develop financial strategies to improve targets and profitability
* Lead cross-departmental collaboration to resolve systemic issues, enhance data accuracy, and improve customer journey outcomes.
* Drive a culture of accountability, continuous improvement, and employee engagement across all operational teams.
* Monitor and analyse performance data and KPIs, providing insight and recommendations to the Customer Service Director and senior leadership team.
* Act as escalation point for complex operational or customer issues.
* Support change initiatives, system improvements, and process automation to optimise operational efficiency.
* Mentor and develop Heads of Department, ensuring robust succession planning and leadership capability within the teams.
* Partner with IT, Compliance, and Finance to deliver business change and operational readiness for new initiatives.
Qualifications and Requirements:
* Proven experience in a senior operational management role within the energy, utilities, or similar regulated sector.
* Strong leadership experience managing senior managers or heads of department.
* Excellent understanding of energy industry processes (Metering, Billing, Settlements, SPA, etc.).
* Financial planning and budget management
* Track record of improving operational performance, customer satisfaction, and process efficiency.
* Strong analytical and problem-solving skills, with ability to interpret complex data.
* Knowledge of regulatory requirements and compliance obligations within energy markets.
* Excellent communication, stakeholder management, and influencing skills.
Desirable:
* Experience working with Smart Metering programmes or industry data flows.
* Lean Six Sigma or similar process improvement background.
* Experience implementing digital or automation initiatives in an operational environment.
Key Competencies
* Strategic thinker with strong operational focus
* Customer-centric mindset
* Collaborative leadership
* People Management skills
* Results-driven and commercially aware
* Strong governance and compliance orientation
* Influential communicator with cross-functional teams
Our Journey
Launched in 2002, we’re experts in commercial utilities and we know what it takes to deliver high levels of customer service. With our Head Office in Fleetwood, Lancashire, and offices in Manchester, we are positioned to serve businesses across the UK with dedication and excellence.
What you need to do now…
If you would love to join us we encourage you to apply now! Be part of our bright future and talk to Ruby today