Head of Service and Operations Energy Industry

Recruiter
Consult Energy
Location
Birmingham
Salary
£60,000 per annum
Posted
14 Apr 2018
Closes
28 May 2018
Sector
General
Contract Type
Full Time

HEAD OF SERVICE AND OPERATIONS (ENERGY INDUSTRY), BIRMINGHAM

Salary: £60,000 - £75,000 DOE + benefits

Role: Permanent

Start Date: ASAP

Location: Birmingham HQ

A really, exciting opportunity for an experienced Head of Service and Operations (Energy Industry) has arisen with one of our prestigious clients in Birmingham City. This is a fantastic opportunity for an experienced industry professional with a broad understanding of the Energy Retail industry to join a young company with heavy financial backing and a partnership with a multi-national technology service provider. The Head of Service and Operations (Energy Industry) role will require someone with extensive Operational Management, Change Management, Customer Service and Service Delivery experience within the Energy Retail industry.

ESSENTIAL SKILLS

  • An in-depth understanding of the UK energy retail market (5+ years in Energy Retail)
  • Must have a strong competence in articulating the service and operations landscape at executive level - delivering strong and consistent metrics, flagging both challenges and opportunities.
  • Evidence of leading an operation through a fast period of growth and change, feeding back on challenges and opportunities to board level executives
  • Ability to build and lead a service and operations environment, delivering capacity to a reasonably steep 3-year growth curve.
  • Ability to build an ongoing and collegial relationship with a retail platform provider - driving BAU change with a focus on incremental improvement of the service and operational offering.
  • Established experience of building, running and succession planning a high-performing service environment.
  • A familiarity with, and understanding of, multi-channel (including telephony) service platforms - with a view to ensuring the service and operations environment has appropriate tools and measurement to deliver sustainable performance.

What this job involves:

  • Drive best in class internally measured customer satisfaction, delivering customer retention and LTV.
  • Deliver responsive and visible service management across agreed social media platforms
  • Have a robust and well-articulated vision of the capacity / quality / cost balance in the service and operations environment - be able to present this to peers during development and growth discussions.
  • Create a robust BAU system change process on cooperation with both our platform provider and our head of operational delivery / IT Change
  • Own (in cooperation with Head of Operational Delivery) KPI's driving incremental improvements in the operational environment
  • Deliver the service and operations business unit on budget.

The Head of Service and Operations (Energy Industry) will have an extremely broad remit, working with a variety of internal and external Change, Operations, Product and Managed Service stakeholders to deliver a best-in-class service for customers, attending monthly board meetings to identify opportunities and challenges, understanding customer needs and managing the culture of the organisation and large growth projected over the next 3 years.

If you are an experienced Head of Service and Operations (Energy Industry) with a passion for Change Management and Operational Delivery then please apply today by sending your CV and covering letter to Steve Jackson on and calling .

HEAD OF SERVICE AND OPERATIONS (ENERGY INDUSTRY), BIRMINGHAM

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