Head of Operations

Overview

Lead Ops for Metering, Billing, SPA, Smart Metering, Settlements & Complaints

Key Responsibilities

• process automation
• regulatory compliance
• kpi monitoring
• metering
• billing
• smart metering

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. -Support change initiatives, system improvements, and process automation to optimise operational efficiency. -Mentor and develop Heads of Department, ensuring robust succession planning and leadership capability within the teams. -Drive a culture of accountability, continuous improvement, and employee engagement across all operational teams. -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. -Ensure all operations understand and comply with industry regulations (Ofgem, DCUSA, BSC, etc.) and internal governance standards. -Manage budgets, forecast resources, and develop financial strategies to improve targets and profitability -Oversee performance across Complaints, Smart Metering, Settlements, and Billing teams, ensuring efficient processes and continuous improvement. -Partner with IT, Compliance, and Finance to deliver business change and operational readiness for new initiatives. -Lead cross-departmental collaboration to resolve systemic issues, enhance data accuracy, and improve customer journey outcomes. -Act as escalation point for complex operational or customer issues. -Monitor and analyse performance data and KPIs, providing insight and recommendations to the Customer Service Director and senior leadership team.

Requirements

• lean six sigma
• smart metering
• regulatory
• leadership
• analytical
• stakeholder management

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. -Strategic thinker with strong operational focus -Excellent understanding of energy industry processes (Metering, Billing, Settlements, SPA, etc.). -Track record of improving operational performance, customer satisfaction, and process efficiency. -Knowledge of regulatory requirements and compliance obligations within energy markets. -Influential communicator with cross-functional teams -Lean Six Sigma or similar process improvement background. -Experience working with Smart Metering programmes or industry data flows. -Proven experience in a senior operational management role within the energy, utilities, or similar regulated sector. -Strong analytical and problem-solving skills, with ability to interpret complex data. -People Management skills -Excellent communication, stakeholder management, and influencing skills. -Experience implementing digital or automation initiatives in an operational environment. -Strong governance and compliance orientation -Strong leadership experience managing senior managers or heads of department. -Customer-centric mindset

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Benefits

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

About ruby energy

Nope

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