Smart Meter Operations Manager North East

Recruiter
Snowdon Recruitment Ltd
Location
Newcastle Upon Tyne, UK
Salary
Competitive
Posted
24 Aug 2019
Closes
26 Aug 2019
Ref
1230966063
Sector
Engineering
Contract Type
Permanent
Hours
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

Experience



• Commercial awareness

• Experience of working in managing field engineering teams

• Knowledge of the utilities industry (Desirable)

• Leading and developing a team (Desirable)

Skills

• 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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