Job Description

Business Overview:

At

Fusion for Business (FFB)

, we help UK businesses reduce energy costs, recover revenue, and work towards net-zero. We're an ambitious, fast-growing consultancy that combines genuine customer care with data-driven results. Our team works with some of the UK's leading suppliers and partners, delivering transparent, tailored solutions across energy procurement, carbon reduction, and efficiency.

At

Fusion for Business (FFB)

, our ambition is to

disrupt the traditional energy-broker model

by building a smarter, more transparent, and customer-first approach to business energy. We're not just helping companies secure better energy deals we're transforming how organisations manage their energy, carbon, and efficiency as part of their growth strategy. Over the past few years, FFB has achieved

year-on-year revenue growth exceeding 40%

, driven by innovation, strong client retention, and a culture that rewards performance and integrity. Our goal is to become the UK's most trusted partner for energy efficiency and net-zero transition, combining market expertise with technology, data, and a passionate team that truly makes a difference.

We don't settle for average, and neither should you. We're looking for exceptional talent who thrive on challenge, embrace high standards, and want to be part of a team that's disrupting the energy market through performance and integrity.

The Role

We are looking for a visionary

Customer Service & Quality

to help design and lead a brand-new function from the ground up.
This is not a "maintenance" role -- it's a

blank canvas

for a commercially minded leader who wants to

build a best-in-class customer service channel

that scales with one of the UK's most ambitious consultancies.

You'll be the driving force behind how FFB interacts with, supports, and retains our growing customer base -- ensuring that

every touchpoint delivers excellence

, and that our

sales teams uphold the highest standards of quality and compliance.

Key Responsibilities

Design and build

a customer service and quality function that sets the industry benchmark.

Define the strategy, structure, and standards

for all post-sale customer interactions.

Implement measurable

quality assurance frameworks

to monitor and improve delivery across all sales channels.

Collaborate with our leadership, operations, and compliance teams to ensure

seamless handover

from sales to delivery.

Establish a

customer feedback loop

to continually enhance our products, processes, and people.

Recruit, train, and lead a high-performing service team that embodies FFB's "customer-first" culture.

Use data and insight to

drive continuous improvement

across retention, satisfaction, and compliance metrics.

What We're Looking For

A proven leader in

customer service, operations, or quality assurance

, ideally within an energy, utilities, or B2B environment.

Someone who thrives in a

fast-growth, entrepreneurial setting

-- comfortable building from scratch and shaping new systems.

A strategic thinker with a hands-on mentality -- you can design the process and jump in to fix it when needed.

Exceptional communication and leadership skills, with the ability to inspire teams and influence across departments.

A passion for delivering

outstanding customer experiences

and holding others to the same standard.

Job Types: Full-time, Permanent

Pay: 24,420.00-35,000.00 per year

Benefits:

Bereavement leave Company events Company pension Employee discount Free parking On-site parking Referral programme
Work Location: In person