Brook Green Supply (BGS) is a leading independent B2B energy supplier, delivering tailored energy supply and Net-Zero solutions to industrial and commercial consumers. Reporting to the Operations Director, the Head of Customer Operations will lead the strategy, performance and continuous improvement of the end-to-end customer journey. Our customers and TPIs are supported by named points of contact who own their accounts and are expected to engage proactively. You will lead the teams responsible for the service, and shape how Brook Green delivers customer outcomes through people, process, technology and data. The role will champion customer-centric thinking across the business and use digital capabilities to continuously improve service quality and customer satisfaction. This is a senior leadership role suited to an experienced customer experience or customer operations leader who can build high-performing teams, influence senior stakeholders and deliver measurable improvements in customer outcomes. Above all, we are looking for someone who leads with judgement and treats KPIs and SLAs as diagnostic tools that inform, not as a definition of success in themselves. Essential Functions of the Job: Customer experience leadership: • Define and execute the Customer Experience strategy in line with Brook Green’s business objectives. • Own the end-to-end customer journey, identifying opportunities to improve customer satisfaction, retention and lifetime value. • Build and sustain a genuinely proactive service, with queries owned to resolution rather than passed on. • Act as the voice of the customer across the business so customer insight informs operational and commercial decision making. • Build a customer-first culture that delivers consistently high standards of service and customer advocacy. • Establish the TPI Experience as a distinct pillar alongside Customer Experience with its own accountabilities, and measures of broker satisfaction, supported by effective use of Optimus. • Continue to raise the bar on service benchmarking and quality, building on the strong standard already established. Operational excellence: • Lead and optimise Customer Experience, Relationship Management and Credit Control operations. • Establish robust service standards and performance frameworks that support good customer outcomes. • Drive continuous improvement initiatives that simplify processes, reduce customer effort and improve operational efficiency. • Ensure operational readiness to support business growth, regulatory change and evolving customer requirements. • Balance operational performance metrics with customer outcome measures, recognising that strong SLA performance does not always translate into a good customer experience. Leadership and people development: • Lead, develop and inspire managers and their wider teams. • Create a high-performance culture built on accountability, collaboration, inclusion and continuous learning where individuals have the technical and industry knowledge to be credible with sophisticated customers and trusted to exercise judgement. • Actively champion individual development through coaching, mentorship and cross-functional opportunities, building a strong talent pipeline for the business. • Ensure colleagues have the skills, tools and support required to perform at their best. • Champion employee engagement and wellbeing across the function. Data, insight and technology: • Use data and customer insight to identify trends, risks and opportunities. • Develop meaningful reporting and dashboards that support effective decision making, built to inform, not just report activity. • Work with Technology teams to optimise existing platforms, tools and customer facing systems, whilst identify and implement opportunities to use digital solutions to remove effort for customers and colleagues, realising more time for high value engagement. Stakeholder management: • Partner closely with Key Account Management and the wider Commercial team on retention and renewal, with clear shared accountability for the customer relationship. • Build strong relationships with leaders across Operations, Sales, Finance, and Technology. • Influence key business decisions through evidence-based recommendations and customer insight. • Present performance updates, strategic proposals and operational plans to senior stakeholders. Risk, compliance and governance: • Ensure compliance with relevant licence obligations, policies and internal governance frameworks. • Monitor and mitigate operational and customer-related risks. • Support audit, assurance and regulatory review activity as required. Key accountabilities: • Customer Satisfaction (CSAT), Net Promoter Score (NPS), customer retention. • Employee engagement, team performance, leadership development, succession planning and attrition management. Skills & Experience Required: • Significant leadership experience within Customer Experience, Customer Operations, Customer Success, or Account Management, ideally in a B2B environment. • Proven experience leading managers and developing high-performing teams. • Experience using customer insight, performance data and analytics to drive decision making, with the judgement to know when a metric is telling the whole story and when it is not. • Credibility with senior customer and third-party stakeholders, and strong influencing skills at senior leadership level internally. • Personally proactive, collaborative and curious, with the appetite to learn a technically demanding market in depth. • Strong understanding of customer experience strategy and journey management. • Commercially aware, strategic and confident making decisions in a fast-paced environment. Brook Green Supply is committed to ensuring equal opportunities, fairness of treatment, dignity and respect, and the elimination of all forms of discrimination in the workplace for all employees/contractors and job applicants. We will never ask if you have a disability at any point in the recruitment process. However, if you require any specific accommodations during the interview process, please let us know and we will do our best to support you.