My client are experts creating shared value through initiatives which reduce cost, drive efficiency and deliver sustainability e.g. participation in demand side response (DSR), deploying innovative storage solutions, energy monitoring and targeting and energy risk management.
Lead the Smart Metering service delivery team. Establish a scalable and reliable team with solid processes to support operational rollout of smart metering to all our eligible customers by 2020 Success is measured through the strong performance of key business indicators including meter exchanges, appointment pipeline, & post-installation customer experience. You will lead your team in delivering excellent customer experience and develop our working practices to ensure our service meets our regulatory requirements and evolves and improves over time.
Head of a team of circa 10 FTE; you will be completely responsible for owning the achievement of the Key Performance Indicators for smart meter service delivery, to ensure the operational rollout of smart metering to eligible customers by 2020.
You will ensure that your team are making customer appointments in a professional and compliance manner in order to meet regulatory obligations for smart metering rollout and that you are fully compliant with safety and security obligations within your remit.
The team shall deal with all smart metering queries in a timely manner and ensure that the smart metering knowledge within the Customer Operations teams increases. You will continuously review processes for efficiencies and ensure costs are minimised.
You will encourage and demonstrate a clear commitment to personal development of yourselves and the employees within the team.
Build team in accordance with business planand business need
Drive and maintain a high level of performance from our smart metering agents to progress the smart metering rollout
Develop and maintain structured escalation processes between the company and all contracted metering agents
Lead, motivate, train and develop staff within agreed policies and practices to maintain an effective workforce capable of meeting its objectives
Manage, develop and continually motivate team members within your area with a shared interest in the development of employees within the team
Establish effective working partnerships with other functions and other Customer Operations teams clearly understanding and utilising the interdependencies that exist to maximise operational performance
Re-engineer relevant aspects of workflow to reduce costs and/or maximise productivity
Ensure delivery against core objectives through the consistent application of 121 reviews and personal development coaching
Keep staff fully informed of major business issues and establish an effective two-way communication channel
Manage attendance with particular attention to monitoring sickness and addressing potential work related issues contributing to lack of attendance/team performance
Request, interpret and respond appropriately to MI and be able to demonstrate progress resulting from planned activities
Co-ordinate workflow reprioritising workloads as necessary to ensure all critical activity is completed within deadlines on a consistent basis to a high degree of customer satisfaction
Ensure the consistency of application of current operating procedures within the department implementing corrective action where applicable to ensure compliance with agreed procedures
Knowledge, Skills and Experience required:
An understanding of the Electricity industry and the regulatory environment that governs the industry
Experience and knowledge of smart metering requirements, processes and customer challenges
A proven people manager with the ability to motivate and drive performance through others on a consistent basis through the application of coaching, influencing and negotiation techniques
A proven ability to challenge decisions and drive process improvements, not afraid of speaking out. Courage of convictions
Excellent communication and interpersonal skills combined with the ability to vary management style to suit differing situations
Experience of working within a structured performance review system with direct experience of dealing with underperformance utilising a variety of techniques
Strong team player, able to work effectively as a member of the Operations management team sharing working methods to enhance overall performance of the Operations function
Experience of building relationships and working with internal and external counterparties
Experience of leading a successful team with the ability to motivate and deliver results through others and an aptitude for the development of team members
Proven ability to effectively plan and organise in the short, medium and long term
Off-site meetings as and when required
Measures of Success:
Delivery on target for smart metering rollout
How You Need to Act:
With Integrity - Always operate with honesty and transparency. Consider both the customer and the company when making any decisions.
Inspirational - Be creative with your ideas, and bring a strong work ethic that drives towards the companies and your personal goals. Show others what high performance looks like.
With Impact - Deliver and exceed the results required. This includes both financial targets and other areas that you identify that can deliver value or improve
Involve - Be inclusive in everything you do. Understand that by working with others you can achieve more, and support in your own and others development.
10 months ago