Head of Operations

Overview

Lead operational excellence across metering, billing, settlements, and complaints.

Key Responsibilities

• data analysis
• process automation
• regulatory compliance
• financial planning
• process improvement
• performance oversight

Tasks

We’re now looking for a dynamic Head of Operations to lead our key customer-facing energy functions in Metering, Billing, SPA, Smart Metering, Settlements, and Complaints. You’ll drive operational excellence, regulatory compliance, and customer satisfaction while ensuring every department performs efficiently and collaboratively. Reporting to the Customer Service Director, you’ll provide strategic direction and performance oversight across all teams, shaping how we deliver exceptional service and meet our business goals. -Partner with IT, Compliance, and Finance to deliver business change and operational readiness for new initiatives. -Monitor and analyse performance data and KPIs, providing insight and recommendations to the Customer Service Director and senior leadership team. -Manage budgets, forecast resources, and develop financial strategies to improve targets and profitability -Mentor and develop Heads of Department, ensuring robust succession planning and leadership capability within the teams. -Oversee performance across Complaints, Smart Metering, Settlements, and Billing teams, ensuring efficient processes and continuous improvement. -Support change initiatives, system improvements, and process automation to optimise operational efficiency. -Develop and implement operational plans to improve customer satisfaction, operational efficiency, productivity and profitability -Provide strategic leadership and operational management of our Metering, Billing, SPA ,Settlements and complaints, ensuring each department meets service, quality, and compliance targets. -Drive a culture of accountability, continuous improvement, and employee engagement across all operational teams. -Act as escalation point for complex operational or customer issues. -Lead cross-departmental collaboration to resolve systemic issues, enhance data accuracy, and improve customer journey outcomes. -Ensure all operations understand and comply with industry regulations (Ofgem, DCUSA, BSC, etc.) and internal governance standards.

Requirements

• six sigma
• energy processes
• smart metering
• digital automation
• regulatory compliance
• senior leadership

What You Bring

Important: This position is on-site in Fleetwood, Lancashire. Remote or hybrid working options are not available. Candidates must be able to commute to the location. -Lean Six Sigma or similar process improvement background. -Customer-centric mindset -People Management skills -Knowledge of regulatory requirements and compliance obligations within energy markets. -Strong analytical and problem-solving skills, with ability to interpret complex data. -Strong leadership experience managing senior managers or heads of department. -Excellent understanding of energy industry processes (Metering, Billing, Settlements, SPA, etc.). -Experience working with Smart Metering programmes or industry data flows. -Experience implementing digital or automation initiatives in an operational environment. -Strong governance and compliance orientation -Influential communicator with cross-functional teams -Track record of improving operational performance, customer satisfaction, and process efficiency. -Excellent communication, stakeholder management, and influencing skills. -Strategic thinker with strong operational focus -Proven experience in a senior operational management role within the energy, utilities, or similar regulated sector.

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Benefits

-Monthly dress down days -Company Pension -Free onsite parking -Early Finish Fridays -Career development -Tea & coffee facilities & On-site Canteen -Buy & Sell Annual Leave Scheme -Referral program -Employee Assistance Programme (EAP) -Local discounts / benefits -Company events -Employee Recognition Incentives

About ruby energy

Nope

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