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Operations Manager

Operations Manager

  • Location

    Sheffield

  • Sector:

    Energy Procurement & Utilities

  • Job type:

    Permanent

  • Salary:

    Up to £37,000

  • Contact:

    Tom Brookes

  • Contact email:

    tom.brookes@greenrecruitmentcompany.com

  • Job ref:

    OM1

  • Published:

    6 days ago

  • Expiry date:

    2019-07-01

  • Consultant:

    Tom Brookes

We are working alongside an energy consultancy in their search for an Operations Manager. 

The Client:

This role is primarily concerned with ensuring that the customers are happy. You will provide an efficient, friendly and professional service to all customers. 

Responsibilities

  • Relationship management with our suppliers/partners.
  • Key partners include: Billing/CRM provider, outsourced operations, Metering and Meter Read Agents, Debt Agencies
  • Monitor performance and track SLA delivery across the whole portfolio.
  • Monitor Industry Flows to ensure all appropriate actions are taken to make the process as seamless as possible for our customers
  • Monitor Invoicing and Customer Service performance to ensure maximum revenue
  • Produce operational processes where appropriate
  • Undertake Root Cause Analysis in order to improve performance
  • Ability to ensure all Industry charges are correct and challenge where appropriate
  • Produce Monthly Operational Performance Stats to the CEO
  • Relationship and commercial management of Suppliers/Partners, building strong relationships with all suppliers/partners, establish conference calls/meeting to review performance and agreed SLA’s are continuously met.
  • Knowledge of industry legislation, keeping up to date with new legislation/amendments and ensure other team members are aware and understand these, sharing this knowledge with the wider business unit
  • Challenge any inefficient processes to ensure the service received by the customer is excellent.
  • Review all customer satisfaction surveys and undertake Root Cause to improve the process and customer experience.
  • Review all Customer losses to understand Root Cause of reasons for leaving
  • Create and produce monthly MI stats for the business

 

The Individual:

  • At least two years experience in an Operations role. 
  • Energy market experience (desirable). 
  • Metering knowledge and understanding of supplier processes and data flows, as well as good understanding of supplier systems (desirable).
  • Be fluent in English
  • Be a confident and enthusiastic communicator, able to build strong lasting relationships
  • Have strong organisational and administrative skills, including the ability to prioritise
  • Be a self-starter who is motivated and innovative – team is mostly remote workers and being able to self-motivate and work effectively over distance is key.
  • A high level of computer literacy
  • Eligibility to work in the UK