This is is a pivotal leadership role responsible for delivering outstanding end-to-end customer outcomes across the SME customer lifecycle. Reporting into senior leadership, this role will lead the strategic and operational performance of customer service, complaints, debt management, and customer lifecycle activities, ensuring exceptional service while driving commercial performance through improved customer retention, revenue protection, cash collection, and cost-to-serve.

You will lead the stabilisation and transformation of the Customer Success function, creating a high-performing, customer-focused operation that delivers consistent, right-first-time service. You will champion continuous improvement through process optimisation, automation, and digital transformation, while developing engaged teams, embedding a data-driven culture, and ensuring regulatory compliance to support SEBL's recovery, growth, and customer experience ambitions.

What skills/experience do I need to be successful?

• Extensive senior leadership experience managing large-scale, customer-facing operations within regulated environments, with responsibility for end-to-end customer lifecycle performance;

• Proven track record of improving customer experience and delivering measurable commercial outcomes, including customer retention, revenue protection, cash collection, and cost-to-serve reduction;

• Significant experience leading operational transformation, including process optimisation, automation, scalable operating models, and continuous improvement initiatives;

• Strong understanding of SME customer operations, including billing, debt management, complaints, customer lifecycle management, and regulatory compliance.

What sets us apart?

• Global Impact: With offices in the UK, US, and Australia, and plans for further expansion, you'll be part of a dynamic, globally-minded team, with opportunities to explore new markets and make a difference on a global scale.

• Flexible Working: Embrace the freedom to work from anywhere in the world for up to 30 days a year. We prioritize work-life balance, recognizing that your well-being matters. Find out more here.

• Commitment to Diversity and Inclusion: We celebrate our diverse culture and value individuals irrespective of background, disability, religion, gender identity, sexuality, or ethnicity. Join a team where diversity is not just welcomed but celebrated as a key driver of growth and innovation.

What does hybrid working mean to us?

Hybrid working typically means 2 days in the office location listed on this advert and 3 days working at home each week. Some occasional travel to our other offices may be required.

What happens next?

Once we receive your application, it will be reviewed by a human – no bots here! The average process typically takes around 2-3 weeks, with 2 stages of video interviews using Teams. However, this can vary depending on the role. We may invite you for a face-to-face meeting or require only 1 video interview. If you have any questions or need support, our Recruitment Team is here to assist you.

Ready to join us on our journey to digitise, decarbonise, and localize the future of energy? Apply now.

We're committed to making the application process easy and comfortable. Let us know how we can help you with any reasonable adjustments that can be tailored to your needs. At the bottom of each of our adverts you can find one of our recruitment teams' contact details. Please reach out so we can discuss with you further.

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