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Operations Support Team Leader

2 months ago

Leatherhead UK, Surrey, United Kingdom ESP Utilities Group Ltd Full time

Operations Support Team Leader - 12 Month Fixed Term Contract


The Operations Support Team Leader’s primary role is in ensuring the effective day-to-day leadership of the Operations Support Team. This includes measuring productivity, performance management, tracking KPIs and identifying improvement opportunities that support efficiency gains. They will demonstrate a focus on process optimisation which encourages a simplification and automation of processes that ensure we deliver on time, and to the highest possible standard.


Key Responsibilities

  • Line management of up to 5 Operations Support Specialists:
  • Carrying out 121’s & Performance Reviews
  • Accurately recording employee absence
  • Measuring productivity & quality
  • Coaching on performance & behaviours
  • Generating & presenting MI Reports
  • Demonstrating and encouraging a Think Customer mindset
  • Maintaining SOPs (Standard Operating Procedures)
  • Running daily stand ups & regular team meetings
  • Supporting business and industry-led projects to ensure compliance
  • Handling escalated and regulated consumer calls & queries, including liaising with the Ombudsman where applicable
  • Delivering role-specific training & feedback (telephony, complaint handling etc)
  • Supporting business changes such as implementation of new systems
  • Rotating tasks & responsibilities to develop knowledge and resilience within the Operations Department
  • Having an intermediate ability on Microsoft Excel
  • Working as part of a wider management team to drive collaboration, consistency & best practice


Person Specification

We want individuals who will endeavour to do their best and set themselves high standards to meet. It is important that you are a confident communicator who will play an active role in both internal and external conversations via email, call and in person. You need to be someone who thrives when working in a sociable environment, enjoys solving the occasional puzzle and will ask questions whenever you are unsure.


Benefits include:

  • Holidays: 26 days, going up to 27 after 3 years and up to 28 after 5 years of employment. The company gives you the opportunity to buy/sell up to 3 days per year.
  • Bonus
  • Enhance 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: Enhanced maternity and paternity pay and paid time off when receiving fertility treatment.
  • Volunteering day: one day a year fully paid.