Operations Support Team Leader

3 weeks ago

Leatherhead Surrey, United Kingdom ESP Utilities Group Ltd Full time

Operations Support Team Leader - 12 Month Fixed Term Contract

The Operations Support Team Leader’s primary role is in ensuring the effective day-to-day leadership of the Operations Support Team. This includes measuring productivity, performance management, tracking KPIs and identifying improvement opportunities that support efficiency gains. They will demonstrate a focus on process optimisation which encourages a simplification and automation of processes that ensure we deliver on time, and to the highest possible standard.

The Operations Support Team are responsible for the support functions that enable the effective management of our assets/networks, and the consumers that are connected to them. This includes responding to email queries, processing paperwork, managing industry data flows, communicating with stakeholders, generating reports, and answering mainline phone calls. The team leader needs to motivate, support, and coach the team to ensure high engagement is sustained and that professional conduct is demonstrated consistently by all individuals.

Key Responsibilities

  • Demonstrate Performance by providing visibility of service delivery to internal stakeholders and showing a clear understanding of our current performance vs. service level agreements and strategic goals.
  • Drive Productivity through the effective management and planning of team resources to ensure full utilisation of skills and time, and by ensuring effective productivity measures are in place to monitor daily outputs.
  • Optimise Processes by identifying pain points and implementing improvements that help us gain efficiencies, add value, and eliminate waste.
  • Coordinate Performance Analysis by creating reports/presentations and sharing them with the department’s senior management, and wider business, as appropriate.
  • Excel at Customer Service by taking a lead role in managing the interactions within our Customer Services inbox; delegating tasks effectively, identifying trends, ensuring escalation routes are used appropriately and guaranteeing compliance with our complaint’s procedure.
  • Demonstrate Effective People Management through appropriate use of management tools and techniques including a commitment to weekly 1-2-1s and quality sessions dedicated to reviewing personal development plans.
  • Develop and Train a Resilient Team through competency analysis, training plans and standard operating procedure documents, ensuring multiple levels of assurance across all processes.
  • Contribute to Key Activities to ensure the successful delivery of all processes supported by direct reports, taking on more complex tasks and ‘stepping in’ during times of need (absences, high workload etc.).
  • Drive Team Engagement through effective use of team meetings, communication tools; including visual management, and other techniques that help sustain motivation and improve performance as needed.
  • Maintain Strong Team Brand across all internal and external communications, including behaviour and conduct in the office; striving to demonstrate ESP’s key values and support a positive reputation individually and as a team.
  • Support ESPUG’s Change Programme by collaborating effectively with our internal Change Team; sharing process knowledge, managing resource requests for support during periods of development/testing and advocating the implementation of any system/process updates that are introduced to help improve our operational effectiveness.

Person Specification

We want individuals who will endeavour to do their best and set themselves high standards to meet. It is important that you are a confident communicator who will play an active role in both internal and external conversations via email, call and in person. You need to be someone who thrives when working in a sociable environment, enjoys solving the occasional puzzle and will ask questions whenever you are unsure.

Benefits include:

  • Holidays: 26 days, going up to 27 after 3 years and up to 28 after 5 years of employment. The company gives you the opportunity to buy/sell up to 3 days per year.
  • Bonus
  • Enhance Pension
  • Private Medical Insurance
  • Life insurance
  • Employee Rewards Portal: access to exclusive discounts and flexible benefits such as Cycle to Work and EV car Salary Sacrifice Scheme.
  • Enhanced Family Friendly benefits: Enhanced maternity and paternity pay and paid time off when receiving fertility treatment.
  • Volunteering day: one day a year fully paid.

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