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Operations Support Team Leader
2 months ago
Job Title: Operations Support Team Leader
Company: ESP Utilities Group Ltd
Job Type: Full-time
Reports to: [Manager's Name]
Job SummaryThe Operations Support Team Leader plays a critical role in ensuring the effective day-to-day leadership of the Operations Support Team. This includes measuring productivity, performance management, tracking key performance indicators (KPIs), and identifying improvement opportunities that support efficiency gains.
Key Responsibilities- Team Leadership: Line management of up to 5 Operations Support Specialists, including carrying out regular one-on-one meetings and performance reviews.
- Productivity and Quality: Measuring and tracking productivity and quality metrics, and identifying areas for improvement.
- Employee Management: Accurately recording employee absence, coaching on performance and behaviors, and generating and presenting management information reports.
- Process Optimization: Demonstrating a focus on process optimization, which encourages simplification and automation of processes to ensure timely delivery and high-quality standards.
- Training and Development: Delivering role-specific training and feedback, including telephony and complaint handling.
- Project Support: Supporting business and industry-led projects to ensure compliance, and handling escalated and regulated consumer calls and queries.
- Team Collaboration: Working as part of a wider management team to drive collaboration, consistency, and best practice.
We are looking for individuals who will endeavor to do their best and set themselves high standards to meet. It is essential that you are a confident communicator who will play an active role in internal and external conversations. You should be someone who thrives in a sociable environment, enjoys solving problems, and will ask questions when unsure.
Benefits- Holidays: 26 days, increasing to 27 days after 3 years and 28 days after 5 years of employment.
- Bonus: Eligible for a bonus scheme.
- Pension: Enhanced pension scheme.
- Private Medical Insurance: Access to private medical insurance.
- Life Insurance: Life insurance coverage.
- Employee Rewards Portal: Access to exclusive discounts and flexible benefits.
- Enhanced Family Friendly Benefits: Enhanced maternity and paternity pay, and paid time off for fertility treatment.
- Volunteering Day: One fully paid day per year for volunteering.
