Customer Operations Process Manager Location: Worthing, West Sussex Contract Type: Contract (6 months) Salary: £600 - £650 per day (inside IR35) Working Pattern: Hybrid working arrangements About the Role We are looking for a highly skilled Customer Operations Process Manager to support our utilities company by driving the design, documentation, and optimisation of Customer Operations processes while contributing to the successful delivery of a new case management system. This role acts as a critical link between operational teams, SMEs, Product, IT, and Transformation - ensuring that processes are clearly defined, operationally viable, and fully aligned to deliver excellent customer and business outcomes. You will lead the creation of clear, efficient workflows and support the translation of operational needs into technical system functionality. This is an exciting opportunity for someone passionate about process design, operational excellence, and improving customer experience. Key Responsibilities Process Design & Documentation Lead the development, documentation, and maintenance of end‑to‑end operational processes. Facilitate workshops with SMEs and frontline teams to capture requirements and map current vs. future state workflows. Ensure processes reflect best practice, regulatory expectations, and operational efficiency. Own and maintain the central process library, ensuring consis...