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Operations Team Leader
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Operations Support Team Lead
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Operations Team Leader
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Leatherhead, Surrey, United Kingdom ESP Utilities Group Ltd Full time{"Key Responsibilities": "Key ResponsibilitiesLead a team of up to 5 Operations Support Specialists, providing guidance and support to ensure successful project delivery.Conduct regular 121s and performance reviews to assess employee performance and identify areas for improvement.Accurately record employee absence and manage attendance to minimize disruption...
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Operations Team Lead
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Leatherhead, Surrey, United Kingdom ESP Utilities Group Ltd Full timeOperations Support Team LeaderThe Operations Support Team Leader plays a pivotal 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...
Team Leader for Operations Support
2 months ago
Operations Support Team Leader - Fixed Term Contract
The primary responsibility of the Operations Support Team Leader is to ensure the smooth and effective daily management of the Operations Support Team. This role encompasses monitoring productivity, managing performance, tracking key performance indicators (KPIs), and identifying opportunities for enhancements that drive efficiency. 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 the support functions that facilitate the effective management of our assets and networks, along with 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 coach team members to maintain high engagement levels and ensure consistent professional conduct across the board.
Key Responsibilities
- Performance Visibility: Provide transparency of service delivery to internal stakeholders while demonstrating a clear understanding of current performance against service level agreements and strategic objectives.
- Productivity Management: Effectively manage and plan team resources to ensure optimal utilization of skills and time, implementing productivity measures to monitor daily outputs.
- Process Improvement: Identify challenges and implement enhancements that contribute to efficiency, add value, and eliminate waste.
- Performance Reporting: Create reports and presentations to share with senior management and the broader business as necessary.
- Customer Service Excellence: Lead the management of interactions within the Customer Services inbox, effectively delegating tasks, identifying trends, ensuring proper escalation routes, and maintaining compliance with complaint procedures.
- People Management: Utilize management tools and techniques effectively, committing to regular one-on-one meetings and quality sessions focused on personal development plans.
- Team Development: Foster a resilient team through competency assessments, training plans, and standard operating procedures, ensuring multiple levels of assurance across all processes.
- Key Activity Contribution: Ensure successful delivery of all processes supported by direct reports, taking on complex tasks and providing support during peak times.
- Team Engagement: Enhance team motivation and performance through effective meetings and communication tools, including visual management techniques.
- Brand Maintenance: Uphold a strong team brand in all internal and external communications, demonstrating key values and fostering a positive reputation.
- Change Program Support: Collaborate with the internal Change Team, sharing process knowledge and managing resource requests during development and testing phases.
Candidate Profile
We seek individuals who are committed to excellence and set high standards for themselves. Strong communication skills are essential, as the role involves active participation in both internal and external discussions. Ideal candidates thrive in a collaborative environment, enjoy problem-solving, and are proactive in seeking clarification when needed.
Benefits:
- Annual Leave: 26 days, increasing with tenure.
- Bonus Opportunities
- Enhanced Pension Scheme
- Private Health Insurance
- Life Insurance Coverage
- Employee Rewards Portal: Access to exclusive discounts and flexible benefits.
- Enhanced Family Benefits: Improved maternity and paternity pay, along with paid time off for fertility treatment.
- Volunteering Day: One fully paid day per year.
