You will be responsible for managing a small team to deliver a programme of Small Works Connections within the region.

We are looking for someone who is committed to delivering great customer service and who can lead their team to consistently deliver for our customers on every job.

Client Details

A leading regional operator

Description

• Leading the team to deliver a 10/10 customer service, recognising great performance and challenge under performance.
• Integrate the Regional Customer Service agenda into the Small Works Connections arena and set the standards and expectations for the Technicians and Contractor to follow.
• Uphold the standards set by the Customer Service Manager (CSM) and coach and mentor their team members to enable them to deliver the required processes and customer service experience outcomes.
• Being an interested stakeholder in the development of the customer experience process and have continuous service improvement in mind.
• Lead the team to deliver brilliant customer service, recognising great performance and challenging under performance.
• Coach and develop all members of the team in the technical and customer service requirements of their roles, so they all recognise the critical part they play in delivering for our customers and apply this knowledge to every job.
• Provide operational and technical oversight to ensure that we deliver for our customers, achieving timely resolution of issues and escalated complaints.
• Proactively allocating the right work amongst the team and actively managing the contractor such together they have a plan in place to re-allocate jobs due to changing circumstances and competing priorities, so customers receive continued and uninterrupted service.
• Operate effective control measures to ensure the orderbook of work is delivered to time, cost and technical quality parameters.

Profile

• A minimum ONC qualification in electrical Engineering or relevant subject (preferably working towards an HNC)
• A HNC or higher is required for higher salaries within the noted salary bracket
• Knowledge of the technical aspects of distribution networks or LV / Small works connections. Experience within small works residential projects could also be considered, as could delivering LV works or connections for an Electrical Contractor.
• Potentially suitable experience having obtained Electrical qualifications during service in the armed forces, and delivered work of a similar capacity there.
• Proven ability to lead a team delivering excellent customer service
• Proven experience of working and influencing within a customer service environment;
• Experience of overcoming challenges to produce results;
• Experience in stakeholder management;
• Effective communications skills, able to adapt to your audience.

Job Offer

Excellent salary

Working as part of a team that is striving for continuos improvement

Opportunity for growth