Operations Manager – Smart & Innovation - 12 Month FTC

Salary: £35,000 - £45,000

Hours: 37.5

Location: Bristol (Temple Meads)

Bristol Energy are looking for an Operations Manager, with a focus on Smart and Innovation. This role is part of a growing team managing Bristol Energy’s rapid transition from supporting traditional meters to smart meters and offering additional connected home services that will enhance customer experience.

As an Operations Manager, focused on Smart & Innovative services, you will lead and coach a busy, growing operational team and supplier to ensure we provide an excellent level of service to customers as efficiently and effectively as possible.

About the role - Accountabilities

  • Take accountability for the overall effectiveness of the operational team; leading, coaching and continuously improving.

  • Manage the overall quality and effectiveness of our smart meter installer operation; ensuring customer success.

  • Challenge the norm, continuously look for, develop & implement improvements & automation

  • Support the development & transition of innovative concepts into service delivery

  • Act as a point of escalation for the Smart Metering Transition team

  • Work with Meter Operator Partners and other partners to ensure data continuity

  • Ensure that the existing smart metering processes are kept up-to-date and are iterated / improved where necessary.

  • Accountable for the day to day operational delivery of any smart ‘customer/care-facing’ processes; including the work management and ticketing processes

  • Report on the volume and cause of smart customer queries / issues and through root cause analysis ensure continuous process improvement

  • Ensure the timely resolution of any complaints or escalations raised to the smart transition team

  • Other activities which support the day to day operation of the Smart Metering Transition Team

About you - Knowledge, skills and experience

The post holder will have the will and drive to develop & deliver change, an understanding of Industry Operations and Smart metering, as well as strong influencing skills and experience of stakeholder / supplier relationship development.

In addition you will have

  • People management / team leadership experience

  • Experience in improving operational efficiency and developing or working in high performing teams

  • Experience managing and influencing suppliers

  • Considerable experience of working within a customer service / technical support function

  • Experience of working in complex and regulated environments

  • Excellent written, face to face and telephone communication skills with the ability to simplify messages and tailor to different audiences

  • Confidence in communicating key messages to groups and individuals

  • Confidence in coaching and supporting colleagues with KPI’s and quality

You will ideally have:

  • Knowledge of and experience in the energy industry

  • Experience of transitioning innovation into in-service support.

  • Familiarity with 2nd Generation (SMETS 2) meters & associated systems / flows.

  • An understanding of the operational demands of a contact centre

Application details

Please submit your CV with a short covering letter to [email protected] with the job title in the subject field.