Gas Team Manager

ESG; Chorley; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

ESG, a market-leading software and services company in Chorley, is seeking a Gas Team Manager for its Retail Gas division. The role focuses on managing back‑office operations, ensuring high service levels, and driving continuous improvement within a Hybrid working model.

Initial training requires in-office presence with eventual flexibility for home and office work. You will lead a team, manage onboarding of new customers, and coordinate with industry bodies to ensure compliant, efficient

Qualifications

• Passion for customer service and quality of service delivery.
• Ability to lead and motivate busy operations teams to achieve objectives.
• Strong communication and leadership under pressure.
• Able to provide coaching through performance management and feedback.

Responsibilities

• Manage the operational delivery of the gas team.
• Support onboarding of new customers and new service lines.
• Ensure highest standard of customer service and quality for the client.
• Meet all SLAs and drive continuous service improvements.
• Communicate weekly performance statistics to stakeholders.
• Liaise with the wider business to enable successful delivery.

Skills

Customer service

Leadership

Communication

Team management

Job description

Summary

We are an innovative and market-leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients.

Job Description

• Department: Retail Operations
• Reports To: Senior Operations Manager
• Work Location: Chorley - Hybrid
• Hours of Work: 37.5
• Position Type: Full-Time
• Rate Type: Salary
• Grade: 3

Summary

We are an innovative and market-leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real-time, smart energy clients.

We operate a Hybrid working policy so you will be able to flex between working in the office and your home location to carry out this role. However, during your initial training period the need to be in the office with other team members will be essential.

While this position is full-time, we are open to discussing flexible working patterns that accommodate individual needs. If you require flexibility in your work schedule, please let us know during the application process, and we will do our best to accommodate your needs.

A fantastic opportunity has arisen for individuals to work in the energy sector within a Managed Service environment. Our products are specifically developed to provide energy suppliers with the support they require to manage day to day data operations between themselves, regulators and Industry parties.

Your role as a Gas Team Manager will be to work with the ESG Retail Gas team to meet and exceed the expectations of our clients through the management of back-office operations. You will ensure a high-level service, swift and easy resolution of issues through exception management and continuous improvement practices. You will people manage to meet target service levels and ensure the smooth running of the service.

POSITION RESPONSIBILITES

• Managing the operational delivery of the gas team
• Supporting the management of onboarding of new customers and new service lines for existing customers
• Responsible for the delivery of the highest standard customer service and quality for the client
• Achieve operating plans and all SLAs, with a thorough understanding of scope, service levels & any customer specific services.
• Communicate weekly performance statistics.
• Liaise with the wider business to support successful delivery of our service and to drive continuous service improvements.
• Embedding a customer centric culture into the gas team
• Promotion of a positive working culture throughout the gas team
• Working with key industry bodies, e.g. Elexon, KPMG, Xoserve, Gemserve
• Driving effectiveness (compliance with industry & ESG processes) and efficiency of service delivery, with specific focus on: Process Improvement & Automation.
• Managing to SLA - driving a 'zero service credit' culture throughout
• Efficiency improvements year on year in Productivity, Efficiency & Effectiveness
• Customer retention through excellent quality of service delivery and customer feedback
• Successful completion of Supplier industry audits
• Successful implementation of new products and software industry releases into Production service
• Ensure team 1-2-1s and coaching are completed
• Attendance Management to staff contractual hours at SLA thresholds, managing work peaks and troughs effectively and minimizing any requirement for overtime
• Performance Management to maintain productivity
• Training and Development Plans to encourage staff personal development and internal progression

About You

Knowledge/Skills you must possess:

• Passionate about customer service and quality of service delivery. Consistently driving forward higher standards of performance
• Focused, pro-active, organized, tenacious and dedicated to customer delivery
• Ability to lead and motivate busy operations teams to achieve business objectives
• Strong communication skills, providing leadership which is calm under pressure and being a team player.
• Conscientious with a strong sense of pride and personal accountability
• Able to confidently provide feedback and coaching support to the teams via performance management

We need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Experience

• Operational knowledge of the Energy sector is essential.
• Prior experience of business process outsourced management (as either a provider or consumer) is essential.
• Prior experience of business process automation is desirable, but not essential.
• Prior experience in management is desirable, but not essential.

Prior exposure to ESG software and services is desirable, but not essential.

Able to demonstrate ESGs key values of

• Excellence: be accountable to deliver our best
• Passion: show how much we care each day
• Integrity: do the right thing when no one is looking
• Collaboration: work together to succeed together

ISO AWARENESS

• Follow IMS Policies
• Reporting of Incidents
• ISO Responsibilities
• ISO Staff Awareness

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