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Why choose us?
Choosing to work for SMS means choosing to make a difference. We are changing how businesses and consumers use energy for the better, helping achieve a greener, sustainable, and more affordable energy system for everyone. Through our range of innovative energy solutions, we are delivering the future of smart energy – working closely with private and public sector partners we are playing a critical role in transforming and decarbonising the UK economy by 2050.
What's in it for you?
* 25 personal holiday days per year (with additional 8 public holidays) increasing to 30 personal days after 5 years of service (includes options to buy and sell).
* Hybrid working options.
* Automatic enrolment onto our Employee Ownership Scheme.
* Enhanced Maternity leave. Paternity and Adoption leave.
* 24/7 free and confidential employee assistance service.
* Medicash health plan offers a wide variety of benefits from cashback on everyday healthcare treatments like optical, dental and physio treatments. Discounted gym memberships and free 24/7 online GP.
* Life Insurance (4 x annual salary).
* Pension matching scheme (up to 5% of salary).
* Developing our people is important to us - we support and encourage development by offering internal and external accredited courses, secondments and study support.
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What's the role?
SMS provide a completely integrated service from beginning to end, from project managing the installation of the gas and/or electricity supply and connection through to the procurement, installation and management of the meter asset, data collection and on-going energy management solutions. This breadth of service makes us completely unique in the industry. There are no other organisations in a position to be able to offer all of these services simultaneously, meaning that without SMS plc customers would need to use several different providers to cover their needs.
You will report directly to the Operations Manager and be responsible for leading and developing your Operational Support Team to deliver excellent customer service and operational performance across resource planning and Jeopardy management.
This role is offered on a hybrid working basis. All of our roles are based on 40 hours per week, with a 30 minute unpaid break for lunch.
Key Responsibilities:
* Assist the Operations Manager to successfully deliver the contracts in accordance with all specified parameters, appropriate standards, quality, and cost budgets.
* Engage with and support internal departments and external service providers to ensure the plan is executed successfully.
* Act as the primary escalation point-of-contact for day-to-day operational and management issues.
* Oversee day-to-day management, performance reviews, objectives, and support for your assigned team of Area Operations Co-ordinators.
* Develop and coach your team whilst ensuring KPI’s are maintained.
* Forecast support ratios for the Operational Support Advisors.
* Take ownership of all training material for your assigned team, ensuring current training process is delivered.
* Coach and support your team to create development plans, creating a culture of driving continuous improvement across the team.
* Understanding and developing customer insight methodology including complaints for all customer journeys.
* Manage, monitor, and report for GSOS, reviewing weekly.
* Review and determine the strategy for the planning/scheduling of all works allocated to your team.
* Support the Operations Manager & Account Directors in any sales activity required.
* Any other duties as required.
To be considered for this role, we would love you to have/be:
* Proven management experience in a corporate environment.
* Experience of developing and growing a book of clients.
* The ability to manage multiple teams across sites showing excellent communication skills.
* The ability to build and maintain customer relationships to ensure customers are delighted and future growth opportunities.
* A demonstrable approach to self-development.
* Curious about new ideas and able to translate them into viable plans.
* Resilient and responsive to change.
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