Operations Team Leader

4 weeks ago

Fleetwood, United Kingdom BES Utilities Full time

As we continue to grow here at BES Utilities in 2023, we have an exciting position available for an Operations Team Leader within the Supply Point Administration department, based in our offices in Fleetwood.

**Our Company**:
BES Utilities are a UK based, independently owned group of companies, comprising of Business Energy Solutions Ltd and BES Commercial Electricity Ltd. With offices manned by local employees based in Fleetwood, Lancashire, BES Utilities aims to provide first rate utility services to businesses across the United Kingdom.

We care about customer service and at BES our customers come first. We aim to deliver gold plated service and resolve customer queries and/ or complaints at first point of contact. Our contact center's can be contacted at any time during business hours from 0830 to 1730 each Monday to Friday.

We have around 850+ members of staff and proud to be apart of a diverse group of businesses that are based on the Fylde Coast, Manchester, Dubai and South Africa.

**Main Responsibilities (but are not limited to)**:

- Lead a high performing administration team focused on accuracy & regulatory compliance
- Coach and develop a team of administrators to deliver high levels of data entry
- Manage risk through close monitoring of industry data flows
- Produce regular and insightful periodical reports to the senior team
- Be accountable for the effective onboarding and closing of customers contracts including new acquisitions and renewals
- Proactively identify process improvements with Customer Experience at the heart of your decision making
- To comply with the requirements of the regulatory regime which we operate within, ensuring the necessary documentation detailing strategies, policies and processes is maintained and updated
- Ensure conduct risks are identified and mitigated through the strategies and processes adopted, including the management of vulnerable customers
- To ensure compliance and delivery of all SLA’s / Performance Standards, addressing issues and escalating where necessary
- Analysis and reporting of KPI’s to assess performance and assist Operations Manager
- Support with internal and external audits
- Work closely with third party vendors to deliver key performance metrics
- Improve and maintain KPIs and monitor performance
- Conduct daily team meetings/business updates
- Conduct monthly 121 discussions with advisors/administrators and any other direct reports
- Continue to drive the business strategy of developing people through cross skilling
- Support business initiatives and process changes through effective leadership and communication.

**Essential Skills**:

- Previous experience in an office / telephone-based role would be essential
- A strong ability to prioritise & assess timescales
- Utility industry experience would be desirable, but not essential
- "Can-do" attitude

**Benefits**:

- Working hours - Monday to Friday
- Employee Assistance Programme (EAP)
- Access to Employee Health Scheme
- Career development
- Long Service Awards
- Employee Recognition Incentives
- Company events
- Career progression / promoting within
- Free tea & coffee
- Local discounts / benefits

**Be part of our future**

If you would love to join our team as our new Operations Team Leader, we encourage you to find out more.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Company pension
- Health & wellbeing programme

Schedule:

- Monday to Friday
- No weekends

Work Location: In person

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