Smart Operations Manager

Salary: Up to £45,000

Hours: Full Time, 37.5 Hours per week

Duration: Permanent

Location: Bristol (Temple Meads)

About the role

New and innovative technologies & services are a fundamental aspect of Bristol Energy’s plans. We already support over 15,000 smart customer meter points and have started our SMETS2 roll-out. Smart metering will entail a step-change in the way we interact with our customers.

As an Operations Manager in our Smart Team, you will lead and coach a busy operational team to ensure we provide an excellent level of service to customers as efficiently as possible. You will need to help grow and mature the team and ensure it is adequately supporting the rollout of SMETS 2 meters and support the transition into our core business activities. You will be responsible for managing the ongoing services and contracts with third-parties to ensure an effective delivery of a smart metering programme.

Your key accountabilities will include:

  • Being accountable for day to day operational delivery and to deliver our obligation to offer all customers a smart meter by the end of 2020

  • Leading and coaching an operational team on quality, productivity and personal development to create a motivated and performance orientated working environment

  • Managing contract performance by working closely with third parties to continuously improve, ensuring a positive customer experience and escalating major issues where required

  • Developing, updating and designing our process documentation, utilising process experts and working with other operational teams, along with our smart metering partners/third parties

  • Taking accountability for the overall effectiveness of the team and to strive for continuous improvement

  • Helping to ensure our propositions are enticing for customers, to increase uptake and ensuring customer success throughout the process

  • Ensuring the timely resolution of any complex issues, escalations or complaints, reporting the outcome at the appropriate level

  • Identifying opportunities to automate processes where appropriate, aiming for improved team efficiency & reduced data issues

  • Reporting on the volume and cause of smart customer queries and through root cause analysis, ensure continuous process improvement

  • Working with meter operators and other partners to ensure data continuity

  • Monitoring and providing coaching on quality and productivity to the team

  • Leading by example in answering customer queries via telephone, email, face to face and social media

  • Representing the Smart Transition Team in meetings when required

  • Other activities which support the day to day operation of the team

About you

You must have:

  • An understanding of smart metering processes (including SMETS 2), supporting systems and data flows

  • Experience of commercial & contract performance management

  • Strong influencing skills & experience of stakeholder / supplier relationship development

  • Experience of working within customer services with an ability to deal with challenging enquiries and resolve them effectively

  • Experience of managing a team or developing others performance with a proactive and positive attitude towards achieving results

  • Experience improving operational efficiency with the ability to develop and deliver change

  • Excellent communication skills with the ability to explain technical solutions in a way that it can be understood by those who may not be familiar with technical language

  • Excellent organisational skills with the ability to manage time effectively and be resilient in changing conditions or a fast-moving environment

  • A conscientious and focused attitude, with a keen eye for detail

You will ideally have:

  • An understanding of the operational demands of a contact centre

  • Good knowledge of Energy systems such as Junifer and AFMS

Application details

Please submit your CV with a short covering letter to joinourteam@bristol-energy.co.uk with the job title in the subject field.