Head of (Director level) Customer Operations

We are looking for a Head of Customer Operations to join our team at npower Business Solutions powered by E.ON. Based in Solihull, this role offers flexible working as part of a hybrid working arrangement.

Head of (Director level) Customer Operations

Here's What You'll Be Doing

npower Business Solutions powered by E.ON is the leading energy supplier in the UK. We offer a dynamic and challenging work environment where you'll have the opportunity to make a real impact. Join our team and be part of a company that is shaping the future of the energy industry in the UK. As one of the largest suppliers of energy in the country, we serve a diverse range of customers, including blue chip companies, super consumers, large corporate chains, and Public Buying Organisations. With our extensive portfolio and complex metering arrangements, you'll have the opportunity to work with a wide variety of clients.

As the Head of Customer Operations, you'll play a crucial role within our I&C Senior Leadership Team, reporting directly to the Chief Operating Officer. Your primary responsibility will be to ensure revenue collection in excess of £6bn per annum. You'll have ownership of revenue collection processes, including billing, settlements accuracy, assurance, operational cash-flow, debt, and risk management. Your insights and analysis will drive our business strategies, change investment, and leadership decisions.

Key Responsibilities:

1. Formulate and implement the Customer Operations strategy to deliver our financial business plan efficiently and effectively. We encourage continuous improvement and leverage digital solutions to stay ahead of the curve.
2. Authorize billing and cash-related financial decisions up to £1m and shape Board recommendations to manage potential £multi-million impacts. You'll balance customer cash flow issues and customer experience with risk to the operating business.
3. Manage Third Party Intermediary commission payment processes.
4. Ensure that revenue policies and processes comply with legislative, regulatory, Financial Conduct Authority, and HMRC taxation/VAT rules. This will help us meet internal control requirements and external audits.
5. Develop and deliver cash collection and debt recovery strategies that meet legal, moral, and ethical standards. You'll optimize cost and performance by utilizing a blend of internal and external capabilities to support our customers.
6. Provide regular performance insight and assurance to enable accurate planning and forecasting of cash and bad debt. You'll balance risks and opportunities across our complex customer and metering portfolio.
7. Drive a data-focused culture across I&C, enabling 'right first time' billing. This will help us achieve our cash collection targets and contribute to a positive customer experience and retention.
8. Sponsor relevant regulatory and business change programs to ensure effective implementation in the customer operations environment.
9. Maintain an expert understanding of revenue-related capabilities and solutions. This will enable us to effectively monetize our products and services.

What We Need From You:

1. Leadership of large operational teams and processes, delivering customer outcomes to time and quality.
2. Previous experience and excellent understanding of revenue collection processes with proven track record in delivering positive financial outcomes.
3. Sponsorship and implementation of complex change programmes.
4. Problem solving and decision-making, able to operate with imperfect data in a fast-paced environment.
5. Ability to identify and influence both internal and external stakeholders.

It will be good if you have:

1. Experience and/or understanding of large business customers and their complex billing requirements.
2. Experience and/or understanding of the Energy Market and future industry trends.
3. Experience and/or understanding of the regulatory framework governing the Energy Industry and relevant legislation, HMRC tax rules and Financial Conduct Authority rules.

Here’s What You Need To Know:
Our market-leading benefits package includes 26 days holiday + bank holidays, a generous pension scheme, life cover, bonus and the chance to choose from 20 flexible benefits with tax and/or NI savings. In fact, our benefits package recently won the Personnel Today Reward, Recognition and Benefits Award 2022!

As the only energy company to feature in The Inclusive Top 50 UK Employers (our 2022/23 ranking is 15th), we’ve proven that we’re committed to equal opportunities and actively promote a diverse and inclusive working environment, and fairness for everyone.

We realise the best people bring their energy at different times, so we’re happy to talk flexible working and offer a range of flexible working options, including full time, part time and job share.

As a Disability Confident Employer, we interview every disabled applicant who meets the minimum criteria for the role.

We’ve exciting opportunities for everyone to develop their talent at E.ON. Our open access, inclusive talent networks provide networking, learning and development for all, building your skills, qualifications, and capabilities throughout your career.

At a glance:
Reference no.: 232059
Closing date: 06/11/2024
Salary: £95k - £110k

Get in touch:
For more information about the role please contact sophie.saunders@eonenergy.com.

About us:
E.ON is a privately owned international energy company. Our 75,000 colleagues in 15 countries work daily towards the improvement of technical innovations and user-friendly customer solutions for the new energy world. We are the first large energy company to focus more heavily upon the energy of the future through our three business areas of energy networks, renewable energies and customer solutions.

Connect with us:
www.eon-uk-careers.com

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