Head of Operations, New Energy Venture

Join us, be part of more. 

We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels, whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it. 

An incredibly rare opportunity has arisen to run the operations of a hugely exciting new energy venture. This role is purposed to deliver class leading low cost to serve AND high customer satisfaction. You will be the senior operations leader who shapes the operating model, build and run phases of this new energy venture.

Key accountabilities:

• Lead the identification, build-out and run of a class leading energy operating model

• Initially, there will be a greater focus on the build and set-up phase, scoping and setting the structures, processes and systems up for success

• Be accountable for, and own the Opex for, customer care, energy back office and industry flow integration including:

  • Customer onboarding and retention

  • Contact centre performance

  • Complaints handling and resolution

  • Debt management

  • Metering

  • Billing

  • Industry reporting

• Bring experience of senior leadership in the operations of a market leading retail energy organisation

• Grow a sub-team of operational talent who are energised experts in delivering low cost operations and customer excellence

• Continuously seek and identify opportunities for continuous improvement to the operation, as it grows and scales

• Interface with energy operations professionals across Centrica

• Accountable for regulatory requirements, meeting and exceeding FCA and Ofgem requirements

What we're looking for:

• An energy ops expert with previous hands on experience of directly running a market leading energy op model and organisation

• Someone with an expert working knowledge of energy industry regulations, supply licence conditions, OFGEM guidance, industry reporting standards

• Someone who will bring an uncompromising perspective on what true best in class ops and customer service means, and an ability to challenge accepted norms to bring in fresh ideas, processes, tech solutions and operating models to achieve excellence

• You to bring a growth mindset and ability to work with stakeholders in product to ensure an end-2-end amazing customer experience

• Experience owning significant operations budgets

• Experience leading direct reports of 10+

Why should you apply?   
  
We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.  
  
https://www.morethanacareer.energy/centrica

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.