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Operations Support Team Supervisor

3 months ago

Leatherhead, Surrey, United Kingdom ESP Utilities Group Ltd Full time
Job Overview

Operations Support Team Leader - Fixed Term Contract

The primary responsibility of the Operations Support Team Leader is to ensure effective daily management of the Operations Support Team. This encompasses evaluating productivity, overseeing performance management, monitoring KPIs, and pinpointing opportunities for enhancements that foster efficiency improvements. A strong emphasis on process optimization is essential, promoting simplification and automation of workflows to guarantee timely delivery and the highest quality standards.

The Operations Support Team plays a crucial role in facilitating the effective administration of our assets and networks, as well as the consumers connected to them. Responsibilities include addressing email inquiries, processing documentation, managing industry data flows, liaising with stakeholders, generating reports, and handling mainline phone communications. The team leader must inspire, support, and mentor the team to maintain high engagement levels and ensure consistent professional conduct among all members.

Key Responsibilities

  • Showcase Performance: Provide transparency in service delivery to internal stakeholders, demonstrating a clear understanding of current performance against service level agreements and strategic objectives.
  • Enhance Productivity: Effectively manage and plan team resources to ensure optimal utilization of skills and time, implementing productivity measures to track daily outputs.
  • Streamline Processes: Identify challenges and implement enhancements that drive efficiencies, add value, and reduce waste.
  • Coordinate Performance Analysis: Create reports and presentations, sharing insights with senior management and relevant departments as necessary.
  • Excel in Customer Service: Take a leading role in managing interactions within the Customer Services inbox; delegate tasks effectively, identify trends, ensure proper escalation routes are followed, and guarantee compliance with complaint procedures.
  • Demonstrate Effective People Management: Utilize management tools and techniques, including regular one-on-one meetings and quality sessions focused on reviewing personal development plans.
  • Develop and Train a Resilient Team: Conduct competency analyses, create training plans, and develop standard operating procedure documents to ensure comprehensive assurance across all processes.
  • Contribute to Key Activities: Ensure successful delivery of all processes supported by direct reports, stepping in during high workload periods or absences as needed.
  • Foster Team Engagement: Utilize team meetings and communication tools, including visual management techniques, to sustain motivation and enhance performance.
  • Maintain a Strong Team Brand: Uphold a positive reputation in all internal and external communications, demonstrating the company's core values through behavior and conduct.
  • Support Change Initiatives: Collaborate effectively with the internal Change Team, sharing process knowledge, managing resource requests during development phases, and advocating for the implementation of system or process updates to improve operational effectiveness.

Candidate Profile

We seek individuals who strive for excellence and set high standards for themselves. A confident communicator is essential, actively engaging in both internal and external discussions. The ideal candidate thrives in a collaborative environment, enjoys problem-solving, and is not afraid to ask questions when uncertain.

Benefits Include:

  • Holidays: 26 days, increasing to 27 after three years and 28 after five years of service, with the option to buy/sell up to three days annually.
  • Bonus Opportunities
  • Enhanced Pension Scheme
  • Private Medical Coverage
  • Life Insurance
  • Employee Rewards Portal: Access to exclusive discounts and flexible benefits, including Cycle to Work and EV car Salary Sacrifice Scheme.
  • Enhanced Family-Friendly Benefits: Improved maternity and paternity pay, plus paid time off for fertility treatment.
  • Volunteering Day: One fully paid day per year.