Head of Customer Operations - Service, Engagement & Claims

Job Description

He/She brings practical service knowledge into digital delivery: understanding customer, operational, commercial and regulatory needs, shaping how customers reach us and how we respond, and building a support function that is fast, compliant, measurable and AI-assisted by design rather than by retrofit.

The role covers the customer-facing layer of the end-to-end journey (from contracting to first bill, collection and service) across the contact channels, self-service area and support tooling. Spain at launch, followed by other markets such as France, Germany and Italy. The person in this role will own customer ticketing and service, customer engagement, the continuous optimisation of support including its tools, and claim management, end to end.

Key Responsibilities

• Act as the business reference point for customer service, engagement and claims across the Spanish operation and, subsequently, the markets that follow
• Translate customer and regulatory objectives into clear service processes, procedures, service levels and quality standards
• Design the omnichannel service model across phone, email, chat, WhatsApp, app and self-service portal
• Build the ticketing operation: taxonomy, routing and prioritisation rules, SLA framework, escalation paths, and shift and capacity planning
• Design proactive lifecycle communications: onboarding, first-bill explanation, consumption and tariff alerts, renewal and price-change notifications, and payment reminders
• Own the service side of retention — save flows, churn-signal detection and the operational response to them.
• Build the claims process end to end
• Ensure compliance with statutory response deadlines and the formal complaint framework, including complaint forms, consumer arbitration boards and regional consumer authorities
• Act as business owner for the support stack — CRM and ticketing, telephony/CCaaS, knowledge base, survey and QA tooling: define functional requirements, target design and evaluation criteria, support the IT organisation in vendor and partner selection, and drive business validation before go-live
• Hire, structure and lead the customer operations team; define roles, career paths, training curriculum and onboarding
• Identify, prioritise and specify AI use cases across the support chain
• Collaborate across Growth, Offering, Operations and Finance on the business side, and Product, UX, Architecture, Engineering and Data on the delivery side

Qualifications

• University degree
• Energy retail background is a must
• Between 5 and 10 years of experience in customer operations, service management or contact centre leadership in a B2C environment, including hands-on responsibility for building or substantially rebuilding a service function
• Experience in the Spanish market, with a working understanding of Spanish consumer protection obligations and the formal complaints and arbitration framework
• Proven experience setting up processes, procedures and teams from scratch, including defining the requirements for the supporting tooling
• Demonstrable, practical experience applying AI in a customer support context
• Comfortable in a CRM or ticketing environment, able to read data models, define integration requirements at functional level and build reporting
• Track record of leading, growing and developing teams
• Fluent Spanish and English, written and spoken. Italian, French or German language skills considered as a plus
• Experience in one or more other European markets — France, Germany or Italy in particular is highly appreciated
• Experience specifying and rolling out a support stack as business owner (Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, Genesys, Talkdesk or similar) is highly appreciated
• Experience in a high-volume regulated B2C environment — utilities, telecommunications, insurance, financial services or e-commerce — is highly appreciated
• Experience managing BPO partners in Spain or nearshore, and workforce management or forecasting experience, is a plus
• Experience with collaboration and documentation tools such as Jira, Confluence, Miro, Visio, Signavio or BPMN tools is an advantage

Additional Information