Customer Operations Manager


Company:	GI Group Main Account
Salary:	Not specified
Hours:	Full-time
Location:	London, EC3A 8BE
Working pattern:	Hybrid - 2 days remote
Job type:	Temporary
Posting date:	22 Sept 2026
Closing date:	22 Oct 2026

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Summary

Customer Operations Manager (Heat Networks) | 12-month Contract | London (Hybrid) | Inside IR35 | ASAP Start

We're hiring an experienced Customer Operations Manager to lead the day-to-day delivery of customer operations across multiple heat network sites-ensuring customers receive a reliable, compliant, high-quality service across metering, billing, payments, onboarding/offboarding, complaints and service interruptions.

What you'll be doing

Own customer ops delivery: utility billing, payment collection/credit control, customer contact, enquiries and account management

Manage and performance-monitor external service partner / contact centre providers against SLAs

Ensure customer platforms run smoothly: online accounts, app, payment providers, billing platform and data flows

Lead new site/customer onboarding, partnering with regional teams and service partners

Support escalations: complex complaints, service interruptions and Ombudsman cases

Drive process improvement: SOPs, guidance, training and operational standards

Track and report on customer metrics, aged debt, complaints and compliance (weekly/monthly insight)

Support regulatory and audit requirements (e.g. data protection, Heat Trust, Ofgem)

Essential experience

Demonstrable experience in utility billing, credit control and customer service (non-negotiable)

Ideally 5+ years in customer operations/service delivery within a regulated or consumer-facing environment (utilities/energy ideal)

Strong knowledge of billing, metering, CRM/service desk and customer account systems

Proven track record managing service providers and holding them to SLAs

Confident with Excel/data analysis and producing operational reporting

Exposure to complaints handling, escalations and service recovery

Contract details

12 months, Inside IR35

London (hybrid)

ASAP start

Please contact the recruitment team for further information

Should you require any support or assistance, please contact your local Gi Group office.

Gi Group Holdings Recruitment Limited are proud founding members of Menopause in business, corporate members for Neurodiversity in business, Disability Confident committed members, Gold status for the Armed Forces Covenant, Bronze trail blazers for Racial Equality matters and Age Friendly Employer pledge members.

Gi Group Holdings Recruitment Limited group of companies includes Gi Recruitment Limited, Draefern Limited, Gi Group Recruitment Ltd, INTOO (UK) Limited, Marks Sattin (UK) Limited, TACK TMI UK Limited, Grafton Professional Staffing Limited, Encore Personnel Services, Gi Group Ireland Limited and Kelly Services (UK) Ltd. Gi Group Ireland Limited are acting as an Employment Agency in relation to this role.

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