Operations Manager

ESG; Euxton; Hybrid; GBP 60,000 - 76,000; Full time

Job summary

ESG is seeking an Operations Manager in Chorley to lead the Industry Operations Managed Service. The role focuses on back-office operation, client relationships and service delivery for energy suppliers and agents, with hybrid working after initial in-office training.

You will oversee a multi-disciplinary team, drive efficiency, ensure SLAs are met, and engage with engineering and sales to align operations with strategic goals.

Qualifications

• Minimum 3 years' experience in a complex energy industry area such as smart metering
• Proven experience in managing a teams and delivering customer-focused services
• Strong leadership, problem-solving and communication skills

Responsibilities

• Managing the Operations Sections for the key services: Industry Operations and Client Testing Services
• Overseeing Additional Services as introduced
• Managing new customer take on and ensuring timely delivery
• Managing the service delivery relationship with key accounts and regular client interaction
• Providing a point of escalation internally and externally for Operations issues
• Managing key industry body relationships, e.g., DCC
• Representing ESG at industry forums
• Driving effectiveness and efficiency of service delivery with a focus on Process Improvement & Automation
• Representing and championing Operational requirements to the engineering department

Job description

Summary

We are an innovative and market leading software & services company based in Chorley serving clients in the utility sector

Job Description

Department: Operations

Reports To: Operations Director

Work Location: Chorley - Hybrid

Hours of Work: 37.5

Position Type: Full-Time

Rate Type: Salary

Grade: 5

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. but during your initial training period the need to be in office with other team members will be

essential.

The Industry Operations Managed Service department at ESG provides an expert, highly efficient back-office

operation for independent energy suppliers & agents. Provision of the Managed Service allows ESG to support explosive

growth in the independent sector of the energy market and enables our customers to focus on growing their business,

acquiring, and serving their customers while we focus on managing the back-office complexity & highly regulated

landscape of the energy industry.

The Operation Manager's role is to manage, nurture, grow & drive efficiencies into the operation; to effectively

manage departmental & contractual performance to ensure service levels are met, client satisfaction is achieved, and

costs are managed effectively. The role has day to day management responsibility and accountability for the delivery of the live Industry Operations Managed service.

The successful applicant will have previous experience of managing teams in the energy sector and will have a strong sense of

accountability and determination to deliver excellent and efficient customer service.

They will interface with clients and various departments across ESG including Projects, Account Management,

Product Engineering and Sales

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.

POSITION RESPONSIBILITES

Primary Functions

• Managing the Operations Sections for the key services:
• Industry Operations
• Client Testing Services
• Additional Services as introduced
• Managing new customer take on
• Managing the service delivery relationship with key accounts - regular client interaction by all channels
• Providing a point of escalation internally and externally for Operations issues.
• Managing key industry body relationships, e.g., DCC
• Representation of ESG at industry forums
• Driving effectiveness (compliance with industry & ESG processes) and efficiency of service delivery, with specific

focus on: Process Improvement & Automation

• Representing and championing Operational requirements to the engineering department

Key Measures

• Managing to SLA - driving a 'zero service credit' culture throughout
• Efficiency improvements YoY in Productivity, Efficiency & Effectiveness
• Customer Retention through excellent quality of service delivery
• Successful take-on of new customers into all service areas within deadlines
• Successful participation in CIO audits
• Successful implementation of new products and software industry releases into Production service.

People management

• 1-2-1s with Team Managers & enforcement down to team levels
• 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
• Promotion of a positive working culture throughout the department

About You

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

• Passionate about customer care and quality of service delivery
• Driven to be effective and efficient and always provide value for money
• Focused, pro-active, organised
• Tenacious & dedicated
• A 'leader from the front'
• Able to manage a busy operations team, motivating at times of stretch or issue
• Calm under pressure
• Conscientious with a strong sense of pride and personal accountability
• Good at problem solving
• Customer focused
• Proficient with written & verbal communications

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

You will have :-

• Minimum 3 years' in a complex energy industry area such as smart or metering
• Minimum 3 years' experience of managing a team
• Previous supply-side experience in a commercial software and services business - highly desirable

ISO AWARENESS

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

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