Head of Customer Operations - Service, Engagement & Claims Full-time

MET Retail is a new chapter for the group: bringing energy directly to households. We’re building a technology-driven retail platform for power and gas, with a digital, customer-first model. One model, built to scale across Europe.

We’re a small international team, and there’s a lot to build. Join us on this exciting journey and you’ll help shape how this company works, with real ownership from day one.

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

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📌 Head of Customer Operations - Service, Engagement & Claims (Madrid)
🏢 Smartrecruiters
📍 Madrid