WHAT WE NEED FROM YOU:

• 5 years senior management experience, ideally in the Utilities/Metering Sector
• Leadership skills, including performance management and coaching
• Persuasive communication and influencing skills at all levels both internal and external
• Ability to identify business risks and design and implement mitigation plans
• Skill in supporting colleagues through significant change
• Strong commercial awareness
• High numerical and analytical ability
• Deep understanding of financial principles and commercial drivers, with the ability to optimise financial performance.

ABOUT THE ROLE

As the Head of Customer, you will play a pivotal role within the organisation, providing leadership and strategic oversight to ensure the effective delivery of contractual agreements. You will be at the forefront of managing a team of Contract Managers responsible for multiple functions. Your leadership will be essential in translating business objectives into a client and commercial model that supports operational teams and ensures impeccable service delivery to our clients.
As a senior leader, you are required to provide visionary leadership and strategic direction, ensuring alignment with the overarching goals of the company. This involves developing and implementing client strategies that not only support the company’s strategic objectives but also drive effectiveness within the team. Central to this endeavour is fostering a culture of excellence, collaboration, and continuous improvement, where team members are empowered to innovate and excel in their roles. Through effective leadership as part of One Smart Metering, we aim to optimise processes, streamline workflows, and enhance the overall performance of Smart Metering by providing commonality across contracts, ultimately contributing to the success and growth of the organisation.
It is imperative that all commercial and client inputs are meticulously translated into the operational model to facilitate smooth execution and alignment with organisational objectives. Including being responsible for working alongside operational leaders managing performance in accordance with the strategic plan, ensuring that key performance indicators (KPIs) and service level agreements (SLAs) are consistently met or surpassed.
Reporting into the Director of Smart Metering.

WHAT YOU’LL BE DOING:

• Use your knowledge of client forecasts along with market changes in order to create and deliver the Strategic Plan/Budget for Smart Metering
• Manage the external communication of the plan ensuring the plan is understood by client and key stakeholders.
• Build partnerships and align delivery with key stakeholders, internally and externally, to support and promote the delivery of the Business Plan
• Lead, manage, coach and motivate the team to ensure company values and business vision, policies and procedures and contractual requirements are adhered to at all times.
• Communicate the plan internally driving improvements in performance across Field and Support functions.
• Participate in business development, as required, to maximise business opportunity.
• Set and agree clear objectives with immediate reports, regularly monitoring their performance and taking corrective action for shortfalls.
• Communicate effectively across both office and field teams to ensure key messages are understood and front-line colleagues feel they have a voice in the business.
• Work to understand and maximise the commercial opportunities of each contract, ensuring minimum standards are exceeded and potential penalties avoided.
• Respond effectively to client requests, balancing the needs of competing contracts.
• Utilising exceptional leadership, interpersonal, and communication skills you will drive a culture of high performance and engagement across the function.
• Ability to develop and articulate a clear vision that aligns with the company’s goals and drives operational excellence.Foster a culture of collaboration, growth, and excellence within the team, empowering members to achieve their full potential and contribute effectively to our collective success.