Smart Meter Operations Manager North East

Snowdon Recruitment Ltd
Newcastle Upon Tyne, UK
24 Aug 2019
26 Aug 2019
Contract Type
Full Time
Operations Manager - North East position - Field based

The Operations Manager will be accountable and responsible for leading, coaching and developing field-based engineers to ensure achievement and delivery of customer service level agreements and overall customer excellence. Reporting directly to the Regional Manager.

Typical Duties

• Reviewing management information and develop action plans that drive productivity across the engineers and back office workforce to maximise efficiency and meet all company targets/ delivery of Contracts

• Track, review and manage guaranteed standards of service (GSOS) and reporting of performance information as required and in line with targets

• Understand client targets and expectations and generate action plans to meet required standards

• Maintain and forecast correct level of resources and capacity to achieve relevant supplier targets

• Set and manage performance management annual objectives for the team to develop highly motivated and capable teams

• Conduct regular / monthly performance feedback/reviews, including managing the performance, capability and/or; disciplinary process where appropriate

• Carry out recruitment of engineers processes where required, including completion of the authorisation to recruit process

• Complete the necessary paperwork for starters, employment changes and leavers processes (including conducting exit meetings) and submitting all to HR

• Responsible for managing attendance /absence records, including return to work process and submitting to HR

• Responsible for checking and authorising engineer timesheets and submitting them to payroll in a timely manner

• Build relationships and support internal departments to drive continuous improvement

• Investigate customer complaints in a timely manner and provide the Customer Service team with outcomes of investigations escalating any potential issues with HR

• Work in tandem with the compliance and HR team to ensure all training is maintained and kept up to date

• Delivery of regular/monthly team briefs, team meetings, tool box talks and company initiatives

• Engage with and support internal departments and external service providers to ensure service level agreements are met

• Conduct disciplinary and grievance meetings in line with Company policies, procedures and HR advice

• Responsible for overseeing accurate and timely monthly stock counts of engineers within your team

• Provide updates to the ROM on coaching logs, operational performance, outstanding bulletins and compliance

• Ensure all Health, Safety and Environmental Regulations and company targets are achieved, promoting a high level of Health Safety and Environmental Management throughout the business

• Attend training courses as requested by the Company

• Assist the Regional Operations Manager (ROM) with any other reasonable requests

• Carry out any other duties as requested


• Commercial awareness

• Experience of working in managing field engineering teams

• Knowledge of the utilities industry (Desirable)

• Leading and developing a team (Desirable)


• Strong people management and influencing capabilities, with the ability to lead and coach teams

• Results driven, with the ability to prioritise, work under pressure and deliver within tight deadlines

• Methodical and organised, able to work to systems, process and structure including Microsoft office (Desirable)

• The ability to communicate well with internal and external customers, both written and oral

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