Task Lead - Customer Operations Resource

Apply now Job no: 514908
Work type: External Fixed Term Contract
Location: Hampshire
Categories: Customer Services/Call Centre, Administration/Secretarial, Other, Metering, Smart Metering, Smart Metering (Gas), Performance, Deployment Planning

Metering and Smart Transformation (MaST)

12 Months Fixed Term Contract


£27,133 - £35,837

The Customer Operations Resource Team is a key support function for our office agents, ensuring that we have the right people in the right place at the right time. The team deliver resource deployment plans, BCP support, telephony monitoring and other resourcing functions to achieve best placement of agents against requirements.

Reporting to the Forecasting & Scheduling Manager, your focus will be on the planning, scheduling and daily support of our office based agents, ensuring that all functions are delivering to tight service level agreements.

You will be both a lead and a subject matter expert on a variety of resource based activities including staff rotations and shift patterns, leave management and staff deployment activity. You will draw from your experience within the Energy industry and IT as well as your social and professional network. Committed to high quality customer experience, you’ll work with other teams within Customer Operations and our Metering Operations colleagues to ensure the best possible customer experience and optimal deployment of staff.

You should have a good level of proficiency in Microsoft Office and Excel and can assimilate complex data from telephony reporting systems, staff feedback and real time changes to requirement. Self-motivated and enthusiastic, you’ll demonstrate excellent personal effectiveness and thrive when working under pressure or juggling the demands of a heavy workload. You’ll have strong communication skills and great attention to detail. Furthermore, you’ll influence and inspire others with your logical thinking and ‘hands on’ approach.

You should be flexible and able to work set shift patterns to support the needs of the business. Shifts will be on a rota and likely between 7am-8pm Monday-Friday and 7am- 4pm Saturdays.

Closing date for applications is Monday 18 December 2017

If successful, you may be subject to a verification and vetting process which includes a basic criminal record check.


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