Operations Support Team Leader

at  ESP Utilities Group

KEY ACCOUNTABILITIES

The Operations Support Team Leader’s primary role is in ensuring the effective day-to-day leadership of the Operations Support Team. This includes measuring productivity, performance management, tracking KPIs and identifying improvement opportunities that support efficiency gains. They will demonstrate a focus on process optimisation which encourages a simplification and automation of processes that ensure we deliver on time, and to the highest possible standard.
The Operations Support Team are responsible for the support functions that enable the effective management of our assets/networks, and the consumers that are connected to them. This includes responding to email queries, processing paperwork, managing industry data flows, communicating with stakeholders, generating reports, and answering mainline phone calls. The team leader needs to motivate, support, and coach the team to ensure high engagement is sustained and that professional conduct is demonstrated consistently by all individuals.

ROLE CONTEXT

ESPUG is looking for an enthusiastic and ambitious person with great leadership qualities and a willingness to take ownership of issues and seek resolutions.

Whilst industry experience is advantageous, the successful candidate will be able to demonstrate team leader skills with a strong focus on driving performance and productivity across a team of individuals responsible for multiple processes. They will be responsible for ensuring the output of the team is in line with ESPUG’s Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and is underpinned by our Values and Behaviours:

• Be Excellent; We hold ourselves and others to account; we strive for continuous improvement; we simplify the complex and deliver quality
• Be Transparent; We are open and honest; we admit and learn from our mistakes; we are approachable and accessible
• Be Ambitious; We are committed to developing our people; we push the boundaries to grow our business; we are willing to learn and adapt
• Be Respectful; We treat others with respect and professionalism; we are considerate of everyone’s workloads and priorities; we provide a safe, supportive, and inclusive workplace
• Be Collaborative; We share knowledge, are open to new ideas and welcome input from all; we work together as one team to deliver success; we have fun and enjoy what we do

We are a business who care about the work we do, and the stakeholders we support, and therefore we seek to find individuals with a similar approach.

KEY RESPONSIBILITIES

• Demonstrate Performance by providing visibility of service delivery to internal stakeholders and showing a clear understanding of our current performance vs. service level agreements and strategic goals.

• Drive Productivity through the effective management and planning of team resources to ensure full utilisation of skills and time, and by ensuring effective productivity measures are in place to monitor daily outputs.

• Optimise Processes by identifying pain points and implementing improvements that help us gain efficiencies, add value, and eliminate waste.
• Coordinate Performance Analysis by creating reports/presentations and sharing them with the department’s senior management, and wider business, as appropriate.
• Excel at Customer Service by taking a lead role in managing the interactions within our Customer Services inbox; delegating tasks effectively, identifying trends, ensuring escalation routes are used appropriately and guaranteeing compliance with our complaint’s procedure.
• Lead by Example in demonstrating a professional manner in all internal and external communications, acting as point of contact for escalations, complex queries, and complaints from consumers, contractors, and other stakeholders.
• Demonstrate Effective People Management through appropriate use of management tools and techniques including a commitment to weekly 1-2-1s and quality sessions dedicated to reviewing personal development plans.
• Develop and Train a Resilient Team through competency analysis, training plans and standard operating procedure documents, ensuring multiple levels of assurance across all processes.
• Contribute to Key Activities to ensure the successful delivery of all processes supported by direct reports, taking on more complex tasks and ‘stepping in’ during times of need (absences, high workload etc.).
• Drive Team Engagement through effective use of team meetings, communication tools; including visual management, and other techniques that help sustain motivation and improve performance as needed.
• Maintain Strong Team Brand across all internal and external communications, including behaviour and conduct in the office; striving to demonstrate ESP’s key values and support a positive reputation individually and as a team.
• Support ESPUG’s Change Programme by collaborating effectively with our internal Change Team; sharing process knowledge, managing resource requests for support during periods of development/testing and advocating the implementation of any system/process updates that are introduced to help improve our operational effectiveness.
• Accountable for your Personal Development by collaborating with your manager to ensure relevant objectives are in place, and that every effort is made to ensure these are achieved, in addition to attending all relevant training required to fulfil responsibilities.