The role:

As one of two Operations Managers you will lead the daily activities for a new energy supplier. Your knowledge will span the main supply areas including Collections, Budget and pre-payment schemes, Metering, Change of Supply, (COS), Change of Tenancy (COT), General Enquiries, (GE) and Vulnerable Customer.

Your responsibilities:

  • Assist in the creation of, and maintain and improve, the policies and processes for the operational business for a new market entrant energy supplier
  • Build a highly motivated, knowledgeable team whose focus is to delight every customer with outstanding customer experiences, whilst maintaining financial control of cost to serve
  • Review systems and processes, recommend and lead change initiatives into the business – whether driven by regulation, process improvement or IT change.
  • Full involvement and understanding in the creation of the Customer Service Operations for this new energy supplier
  • Management review of performance of daily operations, identifying and creating improvements to operational processes
  • Manage relevant third party relationships e.g. 3rd party suppliers for metering & billing etc. being their first point of contact / escalation
  • Lead, motivate, develop and inspire staff across operational teams in the successful delivery of outstanding customer experiences
  • Ensure all staff are competent and fully trained in both telephony and back office support functions to enhance and develop their industry knowledge and provide a responsive service to the business
  • Monitor the IT and telephony systems used within the operational business, building a full suite of reporting to ensure optimal performance
  • Drive reviews of operational systems and processes (working with peers) and make recommendations for improvement to the Operations Director
  • Support change management processes ensuring business readiness for all projects, ensuring changes are properly tested, operational processes are accurately documented, staff fully trained and cut over is effectively managed

Your profile:

  • Proven track record of managing operations in one or more of the following areas Collections, Metering, COS, COT, GE and Vulnerable Customers areas within a Retail Energy company industry, (minimum 2 years)
  • Understanding of, and ability to work across, the broader Retail Energy industry operations
  • Experienced in managing 3rd party relationships and contracts
  • Excellent leadership, team building and motivational experience with a passion for developing teams
  • Enthusiasm, energy and a positive attitude working to tight deadlines
  • Energy regulation knowledge, understanding and experience
  • Great written and verbal communication skills
  • Proven ability to develop and implement lean processes
  • Your are likely to have qualifications or training in Lean, Six Sigma, Prince and Agile