Head of retail operations

🔥 Head of Retail Operations (Energy / Utilities)

📍 Carlisle

💰 £60,000 + Bonus + Benefits


We’re working with a fast-growing organisation in the low-carbon energy sector that is scaling rapidly across the UK. As part of this growth, they are looking to appoint a Head of Retail Operations to lead and develop their customer-facing function.


This is a fantastic opportunity for someone who enjoys building teams, improving processes, and delivering excellent customer outcomes within a regulated environment.


🚀 The Role

You’ll take full ownership of the end-to-end customer operation, ensuring a high-quality experience across all touchpoints.


This includes:

* Billing and customer account management
* Customer service and contact centre operations
* Revenue management (collections, debt, recovery)
* Complaints handling and customer support
* Oversight of CRM and billing systems
* Managing outsourced service providers


You’ll also play a key role in improving systems, driving performance, and shaping how the function evolves as the business continues to grow.


👥 What You’ll Be Doing

* Leading and developing a multi-disciplinary customer operations team
* Ensuring accurate billing and strong revenue collection
* Driving customer satisfaction and service improvements
* Managing KPIs, performance metrics, and reporting
* Overseeing third-party providers (e.g. call centres, metering)
* Ensuring compliance with regulatory requirements in a utilities environment
* Taking ownership of the P&L for the customer/retail function
* Identifying opportunities to streamline processes and improve systems


✅ What We’re Looking For

* Experience in customer operations ideally within utilities, energy, or regulated environments
* Experience using CRM and billing platforms to manage customer operations and reporting
* Proven leadership experience managing teams and/or outsourced providers
* Experience improving processes, systems, or customer journeys
* Comfortable working in a growing, evolving business
* Strong stakeholder management and communication skills


🎯 Why Apply?

* Be part of a high-growth, future-focused energy business
* Play a key role in shaping a scaling customer operation
* Work in a sector that is central to the UK’s net zero ambitions
* Genuine opportunity to make an impact and progress your career


📩 If this sounds of interest, feel free to apply directly or reach out for a confidential conversation.