Main Purpose of the Role The Customer Operations Co-Ordinator plays a key role in supporting the delivery of accurate, timely, and customer-focused billing and metering services, while also ensuring the smooth day-to-day coordination of the Customer Accounts Representatives. This role is split into two core areas: direct billing operations and operational coordination. As a Customer Accounts Representative, the postholder will provide front-line support to customers across multiple channels, ensuring a high standard of service and first-time resolution. In their coordination capacity, the postholder will oversee the assignment and progress of daily tasks, support the delivery of KPIs, and act as a point of support for team members in resolving basic escalations. The role reports directly to the Billing and Digital Contact Manager and plays a vital part in ensuring operational efficiency and customer satisfaction. The postholder will work to support the successful delivery of KPIs and compliance with regulatory standards including ISO, Ofgem, the Energy Act 2023, and the Heat Networks (Scotland) Act 2021. Key Result Areas Customer Service Delivery Maintain the billing tracker to ensure accurate and timely updates of billing activities. Oversee bill runs to ensure they are executed within agreed Service Level Agreements (SLAs). Oversee the management of exceptions through the batch billing process, ensuring any discrepancies or issues are resolved efficiently. Validate effective communication within the team to ensure they are escalating issues appropriately and keeping relevant stakeholders informed throughout the billing process. Operational Coordination · Organise and structure the daily assignment of work to Customer Accounts Representatives. · Oversee the completion of billing activities, Change of Tenancy (COT) tasks, and ad-hoc responsibilities. · Monitor team progress against KPIs and flag risks or delays to the Billing and Digital Contact Manager. · Support team members in resolving basic escalations and ensure consistent service delivery. · Collaborate with the Billing and Digital Contact Manager to ensure smooth operations and continuous improvement. · Maintain accurate records of task completion and contribute to reporting and performance tracking. Key Skills and Behaviours Required · Proficient in Microsoft Office suite · Strong organisational and coordination skills · Excellent verbal and written communication · Proven problem-solving and conflict resolution abilities · Ability to prioritise in a fast-paced, multi-tasking environment · Calm under pressure with a customer-first mindset · High attention to detail and accurate data entry · Collaborative team player with a proactive approach Knowledge, Training and Relevant Experience Educated to GCSE ‘O’ level standard or NVQ Level 2 or 3 in administration or a relevant field Experience in customer service or billing operations Familiarity with digital communication tools and customer service platforms Switch2 is an equal opportunities employer.