Our client''s heat networks business designs, builds and operates low carbon heat networks across three UK cities: London, Bristol and Midlothian (just south of Edinburgh). Through these heat networks they deliver low carbon, reliable heating and hot water (and sometime cooling) to both business and residential buildings connected to their heat networks. They work with outsourced partners to deliver their day-to-day metering, billing and customer service (MBCS), out of hours (OOH) support and onsite maintenance and servicing of our assets. This role will sit in a central department of Customer Experience and Communications, reporting to the Customer Operations Manager. The role is focused on:Working with their regional Delivery and Operations teams and Asset Management team to ensure they are onboarding new buildings and customers to their heat network smoothly with all relevant back-office process completed on time;Supporting their out-sourced MBCS partner to ensure they can delivery excellent service and support to our customers.Being one of the first points of contact for their MBCS partner to escalate customer queries and fielding these or escalating upwards as appropriate.Collating and producing relevant reporting on key metrics and KPIs to allow effective oversight on performance of customer service and internal reporting requirements.Ensuring our out-sourced metering, billing and customer service provider and out of hours service providers are fulfilling its ..... full job details .....