Operations Team Lead

About the role:

This role reports to the Energy Operations & Billing Manager, within the Commercial Department in Flogas Energy. Supporting our large energy user (LEU) customers, for both energy supply, and renewable energy services, you will be responsible for managing a number of direct and indirect reports within the energy operations team.

Key Responsibilities:

• Lead the Energy Operations team on a day-to-day basis, including objective setting and performance management.
• Ensuring all Customer switches are completed in full and in a timely manner and ensuring that all leavers are completed fully and in a timely manner.
• Responsible for driving forward overall customer satisfaction and ensuring operations and customer service activities in particular related to customer onboarding and query management meet customers' expectations in close collaboration with the sales, product and pricing teams.
• Coach and develop the team to ensure that all team members have the requisite skills and technical training required for continual professional development.
• Collaborate closely with our Billing team on billing fulfilment and shared resource pool.
• Work to continually improve the efficiency and effectiveness of the team, reviewing the customer journey and identifying process improvement initiatives.
• Ensure all the team & all processes comply with CRU and UK utility guidelines while maintaining full adherence to GDPR requirements.
• Close collaboration with colleagues across all parts of the Flogas group to share knowledge and expertise.
• Enhancing and evolving the service management potential of the customer portal and supporting other parts of the business.
• Contribute to the implementation of workflow process improvements.
• Represent the Operations team during ISO audits.
• Build trust in our capabilities, services and in the value add or benefits that we deliver to Customers. Ensure there is continuous proactive engagement with our Customers and Sales Team.
• Develop first class delivery channel for customer communications and quality of data ensuring regular market updates and reports are issued to our LEU customer base.
• Represent the company in the wider energy community by representing Flogas at appropriates energy industry meetings.
• Represent the energy operations team in collaboration with energy sales, energy services and renewables teams across the business.
• Ensure delivery of first-class customer service. Maintain and follow internal and external Service Level Agreements, ensuring Customer complaints management is exemplary.

Candidate Profile:

The ideal candidate will be an experienced operations leader with a strong background in the energy sector, demonstrating excellent people-management skills and a proven ability to deliver high-quality customer service. They will have a solid understanding of market processes, customer switching, billing, metering, and regulatory compliance.

They will be a proactive problem-solver, capable of driving continuous improvement while maintaining strong operational controls. The candidate will be confident in leading a team through day-to-day activities, setting objectives, monitoring performance, and developing staff through coaching and training.

They will be highly collaborative, working closely with internal teams including Sales, Billing, Pricing, Product, Customer Service, and Renewables. Strong communication and stakeholder-engagement skills are essential, as the role requires regular interaction with customers, internal senior stakeholders, and representation at external energy-industry forums.

The candidate should demonstrate expertise in GDPR compliance, customer onboarding, complaint management, and workflow optimisation. They must be comfortable reviewing processes, identifying gaps, and implementing practical, effective improvements that enhance efficiency and customer experience.

A high level of commercial awareness, attention to detail, and commitment to delivering first-class service is required. The candidate will build trust through operational excellence, ensure adherence to SLAs, and support the development of best-in-class digital and customer-portal solutions.

The candidate to have a level working knowledge of MS packages, especially Excel will be essential,

About Flogas:

Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic.

Over the years, Flogas has evolved and grown as an Energy business, and with the acquisition of Budget Energy, based in Derry, and Flogas Enterprise Solutions, (formally known as Naturgy) we are now also a leading supplier of Natural Gas and Electricity, as well as Renewables, including Corporate Power Purchase Agreements, and energy services in both residential and commercial markets across the island of Ireland. Flogas actively supports micro-generation, which involves generating electricity from renewable sources such as solar photovoltaic (PV), micro-wind, micro-hydro, and micro-renewable combined heat and power We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series.

As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Irelands leading provider of total energy solutions, meeting our customers changing needs and delivering to the highest possible standard.

Why work with us?

Flogas is a well-established business within the DCC group and is continuing to grow, becoming a top provider in the energy sector, making it a very exciting time to be part of the Flogas Group. We offer a warm and welcoming environment, valuing our people and their input into the business. We encourage a collaborative workplace, where everyone feels included and heard.

Benefits:

• Competitive Salary
• Defined Pension Contribution
• Healthcare
• Staff discounts
• Hybrid work options (role dependant)
• Health and Wellbeing Supports
• Learning and Development
• Career Advancement is important to us in Flogas. All our roles are advertised internally, and we encourage internal progression right across the business.

Flogas is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.