We’re SQE, and we’re reinventing energy supply for the industrial age of electrification.
Our platform connects the UK’s biggest energy users directly with clean power and the tools to use it smarter. From Matched Clean Energy to integrated Demand Side Response, we’re helping businesses turn energy sourcing into a genuine commercial advantage.
We’ve built the foundations and we’re now scaling. As we grow, we’re looking for a Head of Customer Operations to lead and strengthen the function at the heart of customer delivery.
The role
This is a key leadership role, reporting to the CEO, with responsibility for building a high-performing customer operations function that can scale with the business.
You will lead the day-to-day operating model across onboarding, registration, metering, settlement, billing and customer queries. You will improve processes, controls and automation, develop the team, manage key operational partners and help ensure we continue to meet our regulatory and industry obligations as the business grows.
This is an opportunity to shape how customer operations works in a modern energy business and play a central role in building a function that is efficient, resilient and customer-focused.
What you’ll be doing
- Leading the end-to-end customer operational lifecycle, from onboarding through to billing and queries
- Developing the operational roadmap to support growth and industry change
- Leading, coaching and developing the Customer Operations team
- Improving processes, controls and automation to reduce manual effort and customer friction
- Building dashboards and reporting to track performance and drive improvement
- Overseeing validation of industry invoices and working with Finance on discrepancies and recoveries
- Supporting strong settlement performance and operational compliance
- Improving customer service performance through clear standards, feedback and service metrics
- Managing key third-party suppliers and service partners, including SLAs and escalations
- Working closely with Tech, Regulatory, Commercial and Finance to improve delivery and reduce risk
What we’re looking for
- Significant experience in UK electricity supply operations, ideally in an I&C / half-hourly environment
- Strong knowledge of settlement, metering, billing and industry data flows
- Experience leading and developing operational and/or customer service teams
- Good understanding of the UK regulatory and code landscape, with MHHS awareness helpful
- Experience improving operating models, controls and service performance
- Strong stakeholder and supplier management skills
- A data-led, process-minded and commercially aware approach
- Someone who is comfortable working cross-functionally in a fast-paced, scaling business
What success looks like
- Accurate, timely billing with minimal rebills and exceptions
- Strong settlement performance with no missed deadlines
- Effective controls across trade and invoice validation
- High customer satisfaction and fewer complaints or escalations
- Faster, clearer operational query resolution
- Ongoing process improvement and automation delivery
- Better supplier performance and stronger SLA management
- A more scalable and efficient customer operations model
Why join SQE?
This is a chance to join a growing business at an exciting stage and take real ownership of a critical function. You will have the opportunity to shape the operating model, build capability in the team and help define what great customer operations looks like in a modern energy company.
At SQE, we champion equal opportunities for everyone and are committed to building a diverse and inclusive workplace.
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