Customer Operations Director (Contract)
Want to play an integral part in the UK's journey to a Net Zero Future? This might be the job for you
We usually respond within three days
⭐️ Our Perks
- Values-driven culture – we’re really proud of our culture.
- Personalised Learning and Development Budget
- Hybrid working hours – Each team has their own Smart Working Charter that empowers you to do your work in the best way you can
- Technology – Your choice of Mac or Windows
- 25 Holiday Days + your local bank holidays
- 1 Birthday day – it only happens once a year!
- 3 So Giving Days - spend these days giving back to your chosen cause
- Religious Celebrations Leave
- Mental Healthcare – sessions with Unmind
- Enhanced Family Leave
So Energy
Who we are
So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 350,000 customers and over 450 Energists (what we call our people). But we’re not done. We’re on the road to a net zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer-centric, tech-led, and passionate about sustainability.
We want to do the best we can for our customers, each other, and our planet, so we’ve created a workplace that's encouraging, supportive, and offers the opportunity for growth. As a company, we live by six core values that guide everything we do:
- Clear
- Honest
- Ambitious
- Inquisitive
- Caring
- Sustainable
The Role
Customer Operations Director at SO ENERGY
As the Customer Operations Director on a 12-month FTC at So Energy, you will be working as part of So Energy’s Senior Leadership Team and responsible for leading the key business areas in delivering a best-in-class customer experience and operational excellence resulting in a market-leading cost to serve. The core operational areas that you will be leading and setting strategy for include Operations (Metering, Billing, Industry Interactions), Customer Care and Debt.
Reporting to our Charlie Davies, COO 👋
What you’ll be getting up to:
- Drive Customer Service and operations for the leading challenger energy company in the UK for over 300,000 Customers
- Take So Energy to the Top of the CAB ranking with a low cost to serve
- Leading the Customer Experience Strategy, and forming customer first culture across the business
- Understand the core of your operation, at over 500 people to see and make real change happen
- Use your previous experience in CRM solutions to develop technology solutions, in collaboration with the Tech Teams to understand what customers and agents need, utilizing core metrics such as FCR, CSAT, one-touch tickets to ensure progression.
- Understand and support the core themes of self-serve and AI to ensure customers are receiving the right solution, at the right time\Proactively understanding customer triggers, and how to mitigate large risk areas, such as repeat contact, expressions of dissatisfaction
- Utilize the experience of payments, collections and debt management to support the team on large-scale change
- Lead the development of operational strategies, aligning KPIs across departments – customer care, payments, metering, billing, settlements, and complaint resolution – to achieve overall business objectives
- Hold key 3rd parties to account on delivering So Energies aspirations consistently managing through MBRs, contract negotiations, management, implementation and assessment.
- Work with Finance to lead, control and manage your P&L, resourcing profile and 5-year forecast
- Be a strong people leader, inspire high-performing teams and role model company values. Encouraging open communication and collaboration, and promoting a culture of continuous learning and improvement
- Ensure effective governance, compliance, risk owners and controls are in place, proactively managed and audited
- Hold regular Customer Operations management meetings to evaluate progress and discuss strategy. Engage in cross-departmental collaboration to identify and address any issues. Leverage MI reporting to benchmark performance against key performance indicators.
- Oversee budget performance management and reporting of the department
- Develop stakeholder relationships, both within the company and across ESB Group
This role will be a great fit if:
- Proven experience in Customer operational leadership within a similar industry.
- Demonstrated ability to lead and motivate teams with a commitment to developing talent.
- Strong analytical skills with experience in leveraging data-driven decision-making.
- Expertise in change management, process optimization, and resource management.
- Familiarity with governance, risk management, and compliance protocols.
- Excellent communication and interpersonal skills for effective cross-departmental collaboration.
- Financial acumen to manage budgets and evaluate financial performance.
- Vendor management experience, ensuring contractual compliance and performance.
- Strong stakeholder engagement abilities
Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.
So, if this role excites you, don’t let our role description hold you back, get applying!
Want to tailor your application?
Hiring Process
- Talent Interview with a member of the Talent team
- Subject Matter and Leadership interviews (In-Person)
- Culture Interview and Final Stage interview with CEO (In-Person)
Support – If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed.
Our Values
We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals.
Clear - The energy industry can be pretty complex so we strive to provide clear communication to our customers and colleagues
Honest - Transparency is key, Whether that's providing clear bills to our customers or trusting our staff to do the right thing.
Ambitious - All of us are ambitious about the future of So Energy and what we can contribute to it.
Inquisitive - We are also questioning the Status Quo to see if there is a better way to do things for our customers
Caring - We care about the work we are doing, our customers and our colleagues
Sustainable - As a renewable energy company we are providing sustainable products but we also care about sustainable careers. That's why learning and continuous development is so important to us.
Diversity, Equity, Inclusion & Belonging
At So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We are a global community and we believe our unique qualities should be celebrated as they are critical to our innovation. It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn’t just an initiative at So Energy. We strive to embed it not just into our values but throughout our entire culture.
- Department
- Customer Operations
- Locations
- London HQ
- Remote status
- Hybrid Remote
- Employment type
- Contract
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Colleagues
Customer Operations Director (Contract)
Want to play an integral part in the UK's journey to a Net Zero Future? This might be the job for you
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