Operations Team Lead

at  Exertis

Company: Flogas Ireland
Req ID: 7175
Salary: Negotiable
Location:Dublin, IE, D02 CX89
Contract Type: Permanent
Date Posted: 17 May 2024
Description:

WHO WE ARE:

Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic.
Over the years, Flogas has evolved and grown as a business and is now also a leading supplier of Natural Gas and Electricity in both residential and commercial markets. We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series.
Flogas head office is based in Drogheda, Louth and over the past number of years, we acquired two additional businesses - Budget Energy, based in Derry and Flogas Enterprise, based in Dublin. As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Irelands leading provider of total energy solutions, meeting our customers changing needs and delivering to the highest possible standard.

This role reports to the Energy Operations & Billing Manager, within the Commercial Department in Flogas Ireland. Supporting our large energy user (LEU) customers, for both energy supply, and renewable energy services, you will be responsible for managing a number of direct and indirect reports within the energy operations team, and the leadership of timely, accurate and evolving billing, and the establishment of a data quality and insight operation for the business. You will also work closely with the Billing and Data team to close co-operation across operations and billing.

The role is currently based in our offices in Dublin City Centre and will be moving to our new head office building in Dublin Airport Central (DAC) before the end of 2024. Hybrid working arrangements are in place.

• Note – this role may have a requirement to manage and participate in out of hours energy trading activity. Such work patterns earn an additional payment and is voluntary.

Key Responsibilities:

• Lead the Energy Operations team on a day-to-day basis, including objective setting and performance management.
• Responsible for driving forward overall customer satisfaction and ensuring operations and customer service activities in particular related to customer onboarding and query management meet customers’ expectations in close collaboration with the sales, product and pricing teams.
• Coach and develop the team to ensure that all team members have the requisite skills and technical training required for continual professional development.
• Collaborate closely with our Billing team on billing fulfilment and shared resource pool.
• Ensure daily gas capacity and nominations management activities are managed effectively.
• Oversee the “end of day” trading functions as required.
• Manage gas prompt trading,
• Work closely with the trading and pricing teams to manage activities within guidelines.
• Work to continually improve the efficiency and effectiveness of the team, reviewing the customer journey and identifying process improvement initiatives.
• Close collaboration with colleagues across all parts of the Flogas group to share knowledge and expertise.
• Enhancing and evolving the service management potential of the customer portal and supporting other parts of the business.
• Contribute to the implementation of workflow process improvements.
• Represent the Operations team during ISO audits.
• Build trust in our capabilities, services and in the value add or benefits that we deliver to Customers. Ensure there is continuous proactive engagement with our Customers and Sales Team.
• Develop first class delivery channel for customer communications and quality of data ensuring regular market updates and reports are issued to our LEU customer base.
• Represent the company in the wider energy community by representing Flogas at appropriates energy industry meetings.
• Represent the energy operations team in collaboration with energy sales, energy services and renewables teams across the business.
• Ensure delivery of first-class customer service. Maintain and follow internal and external Service Level Agreements, ensuring Customer complaints management is exemplary.

Candidate Profile:
The ideal candidate will hold a third level degree in a discipline with a high level of numerical, analytical and/or financial content or equivalent. They will have a level of experience or market knowledge of the Irish Gas and Electricity industry, including ISEM. Given the nature of this role, a sound working knowledge of MS packages, especially Excel (macros, pivot tables etc) and software applications will be essential, with experience of data modelling, managing large data sets and analysing large volumes of data to identify anomalies and trends.
The job requires a considerable degree of commitment, flexibility and adaptability on the part of the job holders to meet quality standards and work deadlines. The individual must have a forward-thinking approach and be able to work independently, while also effectively leading their team, offering support and guidance as needed. They will need exceptional organisational skills, while demonstrating excellent attention to detail in their work.
Flogas is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees