Operations Service Manager

Benefits

• Earn up to £72,000 per annum
• £55,000 - £60,000 Annual Salary
• Car or Car Allowance of £6,000 per annum
• 10% Bonus

Role Summary

Reporting to the Head of HCC (Huddersfield Control Centre) The Operations Service Manager is responsible for leading the HCC Operations Team to achieve world class service standards through ensuring high quality and efficient operations. The job holder will maintain an overview of the Control operations / customer service and administration functions in HCC to ensure service levels are meet consistently across all clients.

The Key Duties of the role include;

• Complete duties in accordance with the Company Health and Safety Policy and the ETQM System and ensure that all employees within the job holders sphere of responsibility do likewise.
• Ensure the HCC team has capability to respond to all safety incidents through the incident management processes; from Initial notification to the capability to operate a Major Incident Control Centre. The post holder will also be responsible for the HCC operational teams deployment to the Business Continuity Centre and that all safety processes are subjected to regular test exercises.
• Focus attention on staff retention across the HCC operational staff and ensure resilience is built into plans to ensure business continuity at all times. Provide training capability to ensure all staff members are highly skilled in their respective roles. Combine this with adequate cross training to support the resilience needs
• Manage the HCC operations department. Ensure adequately trained resource is available at all times to meet the shift provision required. Maintain the departments performance to the required standard agreed with the Head of HCC. Ensure High levels of professional relationships are maintained with the work force while ensuring shifts are executed efficiently
• Through the Control and Customer Service Teams the post holder is responsible to deliver world class levels of customer service. The performance will be measured against agreed client KPIs.
• Maintain capability to manage specialist operations within the HCC team (e.g. Gas deliveries)
• Ensuring capability in the HCC team to reconcile our operational delivery in line with the clients deadlines. The reconciled output must be both timely and accurate. Make provision to ensure capability to respond to customer reconciliation queries and month end closure.
• Ensure that all non-conformances and customer complaints are responded too within the required time effectively. Address all corrective actions and root causes and ensure timely closure of items. Take responsibility to review the performance of the whole team on a regular defined basis.

The job holder will be responsible for;

• Demonstrating the highest standards of integrity, leadership and fairness at all times whilst always ensuring the Company Values are upheld.
• Developing strong working relationships with Contract Management and Field Operations teams.
• Representing the Company with key client interfaces supporting the commercial managers in their delivery of our contracted obligations.
• Ensuring continued improvement in customer service performance.
• Ensuring improved operational efficiencies.

The successful applicant will need to demonstrate experience in leading a large and complex team.

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