Head of Retail Operations

Job Description Head of Retail Operations (Energy / Utilities) Carlisle 60,000 + Bonus + BenefitsWere 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 RoleYoull take full ownership of the end-to-end customer operation, ensuring a high-quality experience across all touchpoints.This includes:Billing and customer account managementCustomer service and contact centre operationsRevenue management (collections, debt, recovery)Complaints handling and customer supportOversight of CRM and billing systemsManaging outsourced service providersYoull also play a key role in improving systems, driving performance, and shaping how the function evolves as the business continues to grow. What Youll Be DoingLeading and developing a multi-disciplinary customer operations teamEnsuring accurate billing and strong revenue collectionDriving customer satisfaction and service improvementsManaging KPIs, performance metrics, and reportingOverseeing third-party providers (e.g. call centres, metering)Ensuring compliance with regulatory requirements in a utilities environmentTaking ownership of the P&L for the customer/retail functionIdentifying opportunities to streamline processes and improve systems What Were Looking ForExperience in customer operations ideally within utilities, energy, or regulated environmentsExperience using CRM and billing platforms to manage customer operations and reportingProven leadership experience managing teams and/or outsourced providersExperience improving processes, systems, or customer journeysComfortable working in a growing, evolving businessStrong stakeholder management and communication skills Why Apply?Be part of a high-growth, future-focused energy businessPlay a key role in shaping a scaling customer operationWork in a sector that is central to the UKs net zero ambitionsGenuine 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.

Created: 2026-04-04