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Operations Support Team Lead
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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 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 is tasked with the essential support functions that facilitate the proficient management of our assets/networks and 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, assist, and mentor the team to maintain high engagement levels and ensure consistent professional conduct across all members.
Key Responsibilities
- Showcase Performance by providing transparency in service delivery to internal stakeholders and demonstrating a clear understanding of current performance against service level agreements and strategic objectives.
- Enhance Productivity through efficient management and planning of team resources, ensuring optimal utilization of skills and time, while implementing effective productivity metrics to track daily outputs.
- Streamline Processes by identifying challenges and executing improvements that drive efficiencies, add value, and reduce waste.
- Coordinate Performance Reporting by creating reports and presentations for the department's senior management and broader business as necessary.
- Excel in Customer Service by leading the management of interactions within our Customer Services inbox; effectively delegating tasks, identifying trends, ensuring proper escalation routes are utilized, and guaranteeing adherence to our complaints procedure.
- Exhibit Effective People Management through the appropriate application of management tools and techniques, including a commitment to regular one-on-one meetings and quality sessions focused on reviewing personal development plans.
- Build and Train a Resilient Team through competency assessments, training initiatives, and standard operating procedure documentation, ensuring multiple levels of assurance across all processes.
- Contribute to Key Activities to ensure successful execution of all processes supported by direct reports, taking on more complex tasks and stepping in during periods of absence or high workload.
- Foster Team Engagement through effective utilization of team meetings and communication tools, including visual management techniques that help sustain motivation and enhance performance as required.
- Maintain a Strong Team Brand across all internal and external communications, including behavior and conduct in the workplace; striving to embody the key values of ESP Utilities Group Ltd and uphold a positive reputation individually and as a team.
- Support Change Initiatives by collaborating effectively with our internal Change Team; sharing process knowledge, managing resource requests for support during development/testing phases, and advocating for the implementation of system/process updates that enhance operational effectiveness.
Candidate Profile
We seek individuals who are committed to excellence and set high standards for themselves. It is crucial that you are a confident communicator, actively participating in both internal and external discussions via various channels. You should thrive in a collaborative environment, enjoy solving challenges, and be proactive in seeking clarification when needed.
Benefits Include:
- Holidays: 26 days, increasing to 27 after three years and 28 after five years of service. Opportunity to buy/sell up to three days annually.
- Bonus
- Enhanced Pension
- Private Medical Insurance
- Life Insurance
- Employee Rewards Portal: access to exclusive discounts and flexible benefits such as Cycle to Work and EV car Salary Sacrifice Scheme.
- Enhanced Family-Friendly Benefits: improved maternity and paternity pay, along with paid time off for fertility treatment.
- Volunteering Day: one fully paid day per year.
