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Senior Real Time Operations Manager

2 months ago

Leicester, Leicester, United Kingdom Yü Group Full time
About the Role

We are seeking a highly skilled and experienced Senior Real Time Operations Manager to join our team at Yü Group. As a key member of our operations team, you will be responsible for driving sustainable and operational change to create breakthrough benefits.

Key Responsibilities
  • Assist in the creation and implementation of various design projects across the business.
  • Collaborate with the wider marketing team and other teams across the business to produce high-quality visual content that aligns with our brand identity.
  • Manage day-to-day operations of the field operatives, including work allocation, delivery of customer expectations, and job outcomes.
  • Record information with a high degree of accuracy and maintain an appropriate level of knowledge.
  • Identify and resolve operational issues swiftly, monitor handling times, and provide guidance on complex calls.
  • Address recurring customer issues promptly and effectively, work closely with engineers to establish real-time challenges and deviations.
  • Allocate and schedule resources on the day, engineer utilisation, and jeopardy management of on-the-day jobs/tasks.
  • Mediate disputes arising from overlapping resource requirements and negotiate compromises or alternative solutions.
  • Facilitate communication and collaboration by sharing resource-related information, coordinating resource needs, and resolving conflicts.
  • Make decisions, negotiate/objection handling skills, take ownership of Warrants, and provide the first point of escalation.
  • Be responsible for Warrant and Job reporting to the management team, including success rates for warrants and MEX jobs.
  • Hold weekly feedback sessions with the management team, containing barriers and trends.
  • Provide on-the-job mentorship for newer members of the team.
About Yü Group

We are a fast-growing business gas, electricity, and water supplier, supplying thousands of companies across the UK. Our mission is to shake-up the UK business energy market with expert, personal service, and competitive prices tailored to the needs of commercial customers.

Requirements
  • Ability to work as part of a small team and support colleagues with their workload.
  • Be friendly and willing to join a like-minded team to create a culture of business and personal development.
  • Offer excellent customer service and have a friendly, approachable manner at all times.
  • Be a team player who is willing to go the extra mile for their colleagues and business.
  • Have great communication skills, both written and verbal.
  • Be articulate, capable of working systems, and drive positive outcomes.
  • Have a confident attitude with the ability to convert a possible rejection into a positive outcome.
Desirable Qualifications/Experience
  • Experience in Conflict Resolution, Debt/Intraday/Warrants.
  • Experience of the Utilities industry would be beneficial but is not essential.
Benefits
  • 24 days annual leave + bank holidays.
  • Holiday buy – up to 5 additional days.
  • Day off on your birthday.
  • Employee Assistance Programme.
  • Annual salary review.
  • Learning and development opportunities.
  • Enhanced paternity, maternity, and adoption policies.
  • Yü made a difference Awards.
  • 3 days additional annual leave if you get married/civil partnership etc.
  • Appointment allowance.
  • Long service recognition.
  • Refer a friend payment.
  • Company sick pay (subject to length of service).
  • New modern facilities.
  • Death in service and critical illness cover.
  • Plus, many more.