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Meter Reads Team Manager

Posted 4 April by First Personnel Easy Apply Ended

Meter Reads Team Manager

An exciting new role has just come about for one of my key clients. I am pleased to advise they are now looking for a Meter Reads Team Manager. However the ideal candidate must have specific industry background (specifically Metering) and must know their way around both Gas and Electric Meters.

The Meter Reads Team Manager will be responsible for day-to-day management of a team of up to 12 customer service advisors. They will also be responsible for delivery from their team of exceptional customer service. As part of their remit the Meter Reads Team Manager will monitor outstanding levels of exceptions against industry targets.

They must also understand the importance and purpose of the industry targets and how your team can impact performance and help my client achieve compliance with industry regulators.

In addition you will need to be responsible for managing the escalation process with other suppliers and external agents.

Key Accountabilities

Customer Service Excellence

Ensures all agents in their team comply with relevant regulatory and legal requirements at all times. Adopt a zero tolerance approach to non-compliant behaviour with internal and external customers.

Efficiency

Work closely with other internal and external teams to ensure the efficiency and accuracy of processes under your control

Coaching

Demonstrate a journey approach to developing agents performance and individual growth, through coaching and personal development plans with continuity of follow-up

Essential Functional Skills/Experience

  • Demonstrable knowledge of metering and industry processes
  • Proven track record in team results delivery
  • Competent user of standard IT products and packages
  • Solid understanding of key performance metrics and performance management techniques
  • Basic understanding of relevant industry regulation, the market, and the competition
  • Good communication skills both written and verbal
  • Previous experience of dealing with 3rd parties

PERSONAL ATTRIBUTES AND COMPETENCIES

  • Passionate about developing people’s talent
  • Able to demonstrate coaching models in terms of structure to approach
  • Able to deliver exceptional service to internal and external customers alike
  • Excellent interpersonal and relationship building skills
  • Flexible approach to working hours
  • Professional and approachable
  • Self-motivated with strong organisational skills
  • Understanding of the need to follow compliance and regulatory processes
  • High standard of literacy and numeracy
  • Ability to work under pressure
  • Able to lead a team through periods of change
  • Ability to manage “up the line”, including making appropriate recommendations for change
  • Able to lead a team through periods of change
  • Ability to manage “up the line”, including making appropriate recommendations for change

We will be in contact in due course to advise if your CV will be considered for the role, however as mentioned previously you must have experience within this sector and be fully aware of both Gas and Electric Meters to be put forward for an interview.

Reference: 34822065

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