Head of Customer Service

About the role

Ecotricity is seeking an experienced Head of Customer Service to lead its customer operations in Stroud, Gloucestershire. You will own the end‑to‑end customer lifecycle, ensuring smooth day‑to‑day service while driving continuous improvement across the team.

Key responsibilities

• Lead by example, engaging directly with customer interactions to understand trends and issues.
• Manage and develop a group of team leaders overseeing specialists in support, billing, moves, upselling, pay‑as‑you‑go and complaints.
• Build a high‑performing, inclusive culture that delivers an excellent customer experience.
• Maintain strong relationships with internal and external stakeholders.
• Analyse root causes, improve processes, people and systems to reduce unbilled accounts and complaints.
• Drive KPIs such as first‑contact resolution, service levels, sales, churn reduction and cost‑to‑serve.
• Monitor operational performance, real‑time reporting and compliance with DPA/GDPR.

Required profile

• Proven senior leadership experience in an operational role within the energy supply sector.
• Demonstrated ability to manage multiple priorities and lead cross‑functional teams.
• Hands‑on attitude, willing to roll up sleeves and engage in detailed work.
• Strong relationship‑building skills across diverse cultures and perspectives.
• Highly organised, adaptable and proactive in a fast‑changing environment.

Required skills