We are looking for an experienced and highly capable Head of Customer Service to lead, optimise and continuously improve our customer operations. This is a hands-on leadership role for someone who can step in, take ownership from day one and drive operational performance with confidence and minimal supervision.
The successful candidate will play a critical role in ensuring the customer operation runs effectively and efficiently, creating the foundations for future growth and scalability. A key focus of the role will be identifying opportunities for continuous improvement across people, processes, systems and customer experience, and driving them forward.
Reporting directly to the CEO, the Head of Customer Service will initially take an operational and delivery-focused approach, while helping to shape and mature the wider function. As the business continues to evolve, the role will naturally become more strategic, with increasing influence across operational planning, transformation and customer strategy.
The role will manage 2 direct reports and circa 25 indirect reports across the wider customer operations function.
Salary & Bonus: £50,000 – £65,000 per annum, dependent on experience, with the opportunity to earn up to an additional 20% through a quarterly performance bonus scheme linked to the achievement of agreed objectives
Key Responsibilities
- Lead the day-to-day customer service and operational functions, ensuring high standards of service delivery across all customer touchpoints
- Drive continuous improvement initiatives across customer operations, identifying opportunities to improve efficiency, scalability and customer outcomes
- Ensure the operation is running effectively and efficiently to support future business growth
- Provide oversight of void management processes, ensuring efficiency and accuracy
- Oversee internal data services supporting meter management, account setup and operational workflows
- Ensure robust controls are in place to validate customer billing and identify discrepancies
- Lead the customer support function, maintaining high service standards and effective issue resolution
- Manage supplier and contractual objections during the energy switching process
- Oversee the complaints process, ensuring fair, compliant and timely resolution
- Identify and implement automation opportunities, system improvements and smarter ways of working
- Develop scalable operational processes and service frameworks
- Deliver clear reporting, insights and operational performance updates to senior leadership
- Align customer operations activities with wider commercial and business objectives
- Lead, coach and develop operational teams to build a high-performing and accountable culture
- Set clear expectations and monitor performance through meaningful KPIs and service metrics
- Act as a visible and approachable leader within the operation, supporting teams and driving standards
- Support the ongoing evolution and maturity of the customer service function, helping transition the operation from reactive to proactive and strategically driven
What Success Looks Like
- A well-run, efficient and scalable customer operation
- High customer satisfaction scores and positive customer outcomes
- Low complaint volumes and compensation levels
- Fast and effective response and resolution times
- Streamlined customer journeys and reduced operational friction
- Strong employee engagement and team performance
- Continuous improvement initiatives successfully implemented and embedded
- Low cost-to-serve while maintaining excellent service standards
- Accurate and efficient invoice validation processes
- Low objection fail rates
- Effective pre-sales data collection and operational readiness
About Utility Aid
At Utility Aid, we are a purpose-led business with a clear mission to help as many charities, not-for-profits and community organisations as possible reduce their energy costs, so they can put more money back into the frontline services that matter most.
We are proud to be a people-led organisation. While we are ambitious and commercially focused, we have worked hard to build a culture that is human, supportive and grounded. We value people who bring energy, authenticity, collaboration and positivity to the business.
We are also proud to be an award-winning business with an excellent reputation for customer service, reflected in our 4.9-star Trustpilot rating. Delivering an outstanding customer experience is central to who we are and how we operate.
We are looking for someone who can help us mature and improve as we grow, while protecting the culture and values that make Utility Aid special. We want someone who genuinely cares about customers, colleagues and continuous improvement, someone who can raise standards, build scalable processes and drive accountability, while still keeping the business approachable, pragmatic and people-focused.
About You
- Strong background managing operational teams within a complex and fast-paced environment, ideally within the energy sector
- Comfortable being hands-on and operational, while also capable of contributing strategically as the business grows
- Tenacious, and experienced in driving operational improvement, process optimisation and service transformation
- A strong track record of delivering measurable operational and business improvements
- Experience leading or supporting transformation programmes and embedding continuous improvement initiatives
- Experience or exposure to Lean, Six Sigma, continuous improvement methodologies or operational excellence frameworks would be highly desirable
- Able to identify inefficiencies, challenge existing ways of working and implement practical, scalable improvements
- Salesforce experience is highly desirable, as this is the CRM platform used across the business
- A confident and credible leader with experience managing managers and leading larger operational teams
- Strong people leadership skills, with a track record of developing high-performing teams and creating accountability
- Data-driven, analytical and solutions-focused, with strong problem-solving capability
- Experienced in improving systems, workflows and operational efficiency
- Strong understanding of regulatory and compliance requirements
- Able to take ownership quickly and deliver results with minimal supervision
- High attention to detail, with a focus on accuracy, quality and doing things the right way
- You bring a balanced approach, driving efficiency and commercial performance while ensuring customers and colleagues are treated fairly and with care
- You are aligned with our values as a people-led, purpose-driven business and can balance operational excellence with a human and pragmatic approach
- You enhance culture through leadership, collaboration and accountability, without creating unnecessary bureaucracy or corporate layers
- You lead with integrity, building trust and credibility across teams and with customers
Pay: £50,000.00-£65,000.00 per year
Benefits:
- Cycle to work scheme
- Health & wellbeing programme
- Paid volunteer time
Ability to commute/relocate:
- Sleaford NG34 7TW: reliably commute or plan to relocate before starting work (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
