Gas Team Manager
Job Description
Department: Retail Operations
Reports To: Senior Operations Manager
Work Location: Chorley - Hybrid
Hours of Work: 37.5
Position Type: Full-Time
Rate Type: Salary
Grade: 3
SUMMARY
We are an innovative and market-leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients.
We operate a Hybrid working policy so you will be able to flex between working in the office and your home location to carry out this role. However, during your initial training period the need to be in the office with other team members will be essential.
While this position is full-time, we are open to discussing flexible working patterns that accommodate individual needs. If you require flexibility in your work schedule, please let us know during the application process, and we will do our best to accommodate your needs.
A fantastic opportunity has arisen for individuals to work in the energy sector within a Managed Service environment. Our products are specifically developed to provide energy suppliers with the support they require to manage day to day data operations between themselves, regulators and Industry parties.
Your role as a Gas Team Manager will be to work with the ESG Retail Gas team to meet and exceed the expectations of our clients through the management of back-office operations. You will ensure a high-level service, swift and easy resolution of issues through exception management and continuous improvement practices. You will people manage to meet target service levels and ensure the smooth running of the service.
POSITION RESPONSIBILITES
- Managing the operational delivery of the gas team
- Supporting the management of on boarding of new customers and new service lines for existing customers
- Responsible for the delivery of the highest standard customer service and quality for the client
- Achieve operating plans and all SLAs, with a thorough understanding of scope, service levels & any customer specific services.
- Communicate weekly performance statistics.
- Liaise with the wider business to support successful delivery of our service and to drive continuous service improvements.
- Embedding a customer centric culture into the gas team
- Promotion of a positive working culture throughout the gas team
- Working with key industry bodies, e.g. Elexon, KPMG, Xoserve, Gemserve
- Driving effectiveness (compliance with industry & ESG processes) and efficiency of service delivery, with specific focus on: Process Improvement & Automation.
- Managing to SLA – driving a “zero service credit” culture throughout
- Efficiency improvements year on year in Productivity, Efficiency & Effectiveness
- Customer retention through excellent quality of service delivery and customer feedback
- Successful completion of Supplier industry audits
- Successful implementation of new products and software industry releases into Production service
- Ensure team 1-2-1s and coaching are completed
- Attendance Management to staff contractual hours at SLA thresholds, managing work peaks and troughs effectively and minimizing any requirement for overtime
- Performance Management to maintain productivity
- Training and Development Plans to encourage staff personal development and internal progression
ABOUT YOU
Knowledge/Skills you must possess:
Key attributes
- Passionate about customer service and quality of service delivery. Consistently driving forward higher standards of performance
- Focused, pro-active, organized, tenacious and dedicated to customer delivery
- Ability to lead and motivate busy operations teams to achieve business objectives
- Strong communication skills, providing leadership which is calm under pressure and being a team player.
- Conscientious with a strong sense of pride and personal accountability
- Able to confidently provide feedback and coaching support to the teams via performance management
Experience
- Operational knowledge of the Energy sector is essential.
- Prior experience of business process outsourced management (as either a provider or consumer) is essential.
- Prior experience of business process automation is desirable, but not essential.
- Prior experience in management is desirable, but not essential
Prior exposure to ESG software and services is desirable, but not essential.
Able to demonstrate ESGs key values of
Prior exposure to ESG software and services is desirable, but not essential.
- Excellence: be accountable to deliver our best
- Passion: show how much we care each day
- Integrity: do the right thing when no one is looking
- Collaboration: work together to succeed together
We need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.
ISO AWARENESS
- Follow IMS Policies
- Reporting of Incidents
- ISO Responsibilities
- ISO Staff Awareness
*For more information on how we process your information please see our privacy notice which can be found on our website https://esgglobal.com/privacy-policy/ *
