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PURPOSE OF ROLE

To Lead and develop a team to deliver project services to a standard that exceeds our customers’ expectations by:

* Providing Leadership, motivation and development to your team

* Supporting your team by removing roadblocks which prevent the delivery of services

* Drive the delivery of services against KPI’s and SLA’s as defined by the Delivery Manager

* Build and maintain relationships with other internal operational functions to deliver a cohesive end-to-end operational service

* Identify system and process enhancements that are impacting the quality and timeliness of our services and make recommendations to resolve these

* Understand transactional timings and volumes of the workload within your area of responsibility, review resources regularly to ensure sufficient resource is allocated to ensure services are delivered in line with customer expectations and company goals

* Support training and provide coaching to ensure services are delivered in line with customer expectations and company goals

MAIN RESPONSIBILITIES

* Carry out regular performance reviews in line with the Company review process

* Provide regular coaching and support to maximise your teams effectiveness

* Carry out training needs analysis to identify training requirements to support individual development and succession planning

* Ensuring all work is delivered in line with industry guidelines and compliancy measures

* Working closely with other teams to ensure that IMServ customers receive a high quality service and that both internal and external service levels are met.

* Produce and update procedural documentation to support new and amended services

* Manage your own workload ensuring that all key tasks are completed on time and accurately with a split between supporting the team and maintaining SLA’s

PERSONAL SPECIFICATION

Skills

* Clear communication skills & excellent interpersonal skills

* Customer focused; is able to identify & respond to customer’s needs

* Good problem solving skills, able to grasp problems quickly & draw informed conclusions, escalating where appropriate

* Willing to take ownership for issue resolution;

* Flexible, willing & able to cope with change in a pressurised environment

* Able to work in a complex environment with conflicting demands

* Anticipates issues and is pro-active in dealing with them

* Positive and enthusiastic with a can do attitude

* Conscientious, accurate and diligent

* Ability to influence and motivate

Knowledge

* Good level of written and spoken English

* Previous Supervisory/Management Experience

* Knowledge of the UK Electricity/Gas market advantageous

* Knowledge of Metering/Carbon Services very advantageous

* A high level of computer and system literacy

Benefits:

Additional leave

Casual dress

Company pension

Cycle to work scheme

Health & wellbeing programme

Life insurance

On-site parking

Referral programme

Work from home