Operations Manager
Job Description
Department: Operations
Reports To: Operations Director
Work Location: Chorley - Hybrid
Hours of Work: 37.5
Position Type: Full-Time
Rate Type: Salary
Grade: 5
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. but during your initial training period the need to be in office with other team members will be
essential.
The Industry Operations Managed Service department at ESG provides an expert, highly efficient back-office
operation for independent energy suppliers & agents. Provision of the Managed Service allows ESG to support explosive
growth in the independent sector of the energy market and enables our customers to focus on growing their business,
acquiring, and serving their customers while we focus on managing the back-office complexity & highly regulated
landscape of the energy industry.
The Operation Manager’s role is to manage, nurture, grow & drive efficiencies into the operation; to effectively
manage departmental & contractual performance to ensure service levels are met, client satisfaction is achieved, and
costs are managed effectively. The role has day to day management responsibility and accountability for the delivery of the live Industry Operations Managed service.
The successful applicant will have previous experience of managing teams in the energy sector and will have a strong sense of
accountability and determination to deliver excellent and efficient customer service.
They will interface with clients and various departments across ESG including Projects, Account Management,
Product Engineering and Sales
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.
POSITION RESPONSIBILITES
Primary Functions:
• Managing the Operations Sections for the key services:
o Industry Operations
o Client Testing Services
o Additional Services as introduced
• Managing new customer take on
• Managing the service delivery relationship with key accounts – regular client interaction by all channels
• Providing a point of escalation internally and externally for Operations issues.
• Managing key industry body relationships, e.g., DCC
• Representation of ESG at industry forums
• Driving effectiveness (compliance with industry & ESG processes) and efficiency of service delivery, with specific
focus on: Process Improvement & Automation
• Representing and championing Operational requirements to the engineering department
Key Measures
• Managing to SLA – driving a “zero service credit” culture throughout
• Efficiency improvements YoY in Productivity, Efficiency & Effectiveness
• Customer Retention through excellent quality of service delivery
• Successful take-on of new customers into all service areas within deadlines
• Successful participation in CIO audits
• Successful implementation of new products and software industry releases into Production service.
People management
• 1-2-1s with Team Managers & enforcement down to team levels
• 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
• Promotion of a positive working culture throughout the department
ABOUT YOU
We need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us
You will be:-
• Passionate about customer care and quality of service delivery
• Driven to be effective and efficient and always provide value for money
• Focused, pro-active, organised
• Tenacious & dedicated
• A “leader from the front”
• Able to manage a busy operations team, motivating at times of stretch or issue
• Calm under pressure
• Conscientious with a strong sense of pride and personal accountability
• Good at problem solving
• Customer focused
• Proficient with written & verbal communications
Able to demonstrate ESGs key values of
You will have :-
• Minimum 3 years’ in a complex energy industry area such as smart or metering
• Minimum 3 years’ experience of managing a team
• Previous supply-side experience in a commercial software and services business – highly desirable
*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/ *