Team Leader

4 weeks ago

Sheffield, United Kingdom VOCON ENERGY Ltd - Full time

**Job Description - Operations Support Team Leader - Sheffield**

We are looking to recruit experienced Team Leader to join our back-office team based at our Sheffield office, working, and coordinating a team of dedicated admin staff and operational engineers.

We are working on behalf of the major energy suppliers surveying and upgrading fuses, within customers properties, our job is to ensure these customers enjoy a first-class customer service experience, from the initial contact through to final upgrade or quotation. As part of this opportunity, we are looking at implementing a small team of back-office administrators to manage the customer enquires end to end and with a team leader managing the business process and wellbeing of the staff and operatives.

**Company Overview**

VOCON Energy Ltd specialises in the installation of smart meters, industrial and commercial meters, and the provision of gas safe engineers to the utility sector. Our management team has over 40 years’ experience within the industry, having worked their way up from being meter fitters themselves. We focus on our customers and the delivery of a first-class service in the regions we serve.

This is a great opportunity to join our innovative and fast-growing business with operating depots, located in Sheffield, J34 M1 and Derby and Nottingham, with fantastic opportunities for growth and development within a thriving company across various locations.

**The Role - (Key aspects of the job will involve)**:

- Leading a team of schedulers to drive work planning and scheduling to the engineers to carry out Surveys, Fuse upgrades, cut outs and provide customers with Quotes.
- Look at existing processes with a view to challenge and improve.
- Manage a team of 10 back-office administrators.
- Create working shift patterns and staff rotas to suit customer demand.
- Support the implementation of the project from the start.
- Deal with customer enquiries/escalations/complaints
- Support other areas of business back office, such as onboarding engineers and updating training matrix etc.
- Own the customer journey and ensure team are aware of key procedures and Guaranteed Standards.
- Working closely with operational team to deal with challenges and work together to drive improvements.
- Smart Metering or Electrical back-office experience is preferred but not essential.
- Day to day management of the engineers’ diary, taking ownership to ensure engineers time is utilised efficiently by using effective route planning.
- Using our Mobile App “Onsite” and back-office portal to monitor work done by engineers against promised install dates and their timesheets.
- Providing daily weekly management information on contract performance/ target installs
- Manage the resource rota / Holiday planner / re-assignment of appointments where necessary.
- Ensure the Health, Safety and Environmental Regulations and company targets are achieved, promoting a high level of Health Safety and Environmental Management throughout the business and actively participate in safety consultations and technical forums as required by the business.
- Report to internal management, contract managers and regional managers on targets, SLA’s and failures.
- Hold meetings and reviews with technicians, office staff and internal and external colleagues.
- Attend meetings with the contractor and manage the daily operations.
- Interview, onboard, train and manage all new employment.
- Manage incidents and accidents following company policies and procedures.
- Previous experience of managing/leading back-office teams. Driving efficient planning through to delivery
- An understanding of Health, Safety and Environmental Regulations.
- Ability to demonstrate previous customer management.
- Support the Operations Manager in working in tandem with the Compliance team to ensure all training is maintained and kept up to date.
- Assisting with the delivery of regular one-to-ones, team meetings, toolbox talks and company initiatives.
- Engage with and support internal departments and external service providers to ensure service level agreements are met.
- Comfortable working with a small team and prepared to support in other areas across the business.
- Pleasant nature and great communicator (Verbal & Written), and above all wants to deliver a great customer service.
- Proactive / ability to think on your feet.
- Good knowledge of IT - Microsoft Office - Excel Spread sheets, Power Point would be desirable. Happy to help upskill other team members.
- An ability to use own initiative and problem-solving skills to meet client standards and expectations.

**The package**
- Location: Sheffield - S9 5PH - Darnall, Sheffield J34
- Hours 42.5Hrs per week
- Operating Window (8am - 8pm Flexible to suit)
- Other: The business also operates a generous bonus / Incentive scheme along with holidays, pension, paid overtime, and support with training to aid with your personal development.
- Job Type - perma

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