Operational Excellence Lead
2 months ago
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Where you fit in
At Shell Energy, we believe there’s a better way to power your business.
Aligned with Shell’s ambition to be a significant global power business and to become net zero by 2050, we are here to guide businesses to a better energy future. One that has the customer and a commitment to cleaner energy at the heart and makes it easy and affordable to embrace new technology.
We offer businesses across Britain 100% renewable electricity as standard. Our cleaner, affordable and simple solutions help companies manage their energy spend and plan their sustainability roadmap - a fresh approach for environmentally conscious businesses that are looking to boost their sustainability credentials. We also offer natural gas to our customers with the option of supplying green gas on request.
What’s the role?
Reporting into the Senior Customer Service Manager – Mid Market, this role requires strong organisation and planning skills with the ability to deliver qualitative outputs at pace. The successful candidate will have an analytical mindset, be commercially focused and possess strong stakeholder engagement skills, all underpinned by possessing an excellent knowledge of our operating systems, particularly Junifer.
The role supports our business’ aim to:
- Deliver great customer outcomes by providing personalised service to customers and brokers.
- Drive cost competitiveness through maximising operational capability and continuous improvement in operational processes.
More specific responsibilities include:
OPERATIONAL EXCELLENCE
- Responsible for conducting regular skills gap analysis across Operations to identify development requirements
- Build and deliver modular training to improve operational capability
- Implement a review framework to ensure learning has been embedded and improvements realised
- Build and maintain a centralised skills matrix for the Operations Team
- Support continuous improvement initiatives across operations to deliver a step-change in Customer Experience and reduce cost
- Conduct regular data analysis (Operational and Customer) to provide meaningful insight and the identification of priority focus areas
CUSTOMER CENTRICITY
- Responsible for ensuring that work instructions are updated and clearly communicated in line with development to our core systems, including but not limited to Junifer and our Customer Self-Serve Portal.
- Support the development of solutions for new products and services, ensuring operational requirements are considered and potential impacts are assessed.
What we need from you
We are keen to hear from individuals with proven experience in identifying development needs across diverse teams and delivering bespoke training to drive improvement. Additionally, we value your expertise in designing, building, and implementing strategic and tactical plans to drive operational efficiencies.
We also hope you possess the following skills and/or experience:
- Deep knowledge of SEUK operating systems and processes
- Knowledge of UK power and gas systems and markets and B2B industry processes
- A commercially focused individual with an understanding of profit-drivers and the linkages to process improvement/operational and service excellence
- High levels of drive and resilience with the ability to deliver quality outputs within agreed timescales
- Well-developed stakeholder management skills with the ability to influence at a senior level
If you don't see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that not everyone often applies when they don’t feel 100% qualified. We are committed to creating a more equitable, inclusive, and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply. We look forward to receiving your application.
Company Description
Shell started operations in the United Kingdom more than 110 years ago. Since then, we have grown into a leading innovative Oil & Energy company that rewards its employees by investing heavily in their careers and learning. Our people are our greatest asset, and our commitment to your career will see you thrive in a work environment that offers an industry-leading development programme. When your ideas travel, Shell will benefit, and innovation will thrive. Shell has a key role to play in helping meet the UK’s growing energy demand, whilst using innovative technologies to develop cleaner energy. We are the largest FTSE 100 company in the UK by market capitalisation and make a significant contribution to the UK economy. As well as processing 35% of the gas coming into the UK, we serve more than four million customers at our filling stations each week. Shell employs some 6,400 skilled staff as well as many contractors.
An innovative place to work
There’s never been a more exciting time to work at Shell.
Join us and you’ll be adding your talent and imagination to a business with the ambition to shape the future – whether by investing in oil, gas and renewable energy to meet demand, exploring new ways to store energy, or developing technology that helps the world to use energy more efficiently, everyone at Shell does their part.
An inclusive place to work
To power progress, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we are nurturing an inclusive environment – one where you can express your ideas, extend your skills, and reach your potential.
- We’re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we’ll take it from there.
- We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
- We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.
- We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.
A rewarding place to work
Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.
We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.
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