At a Glance
- Tasks: Lead incident management and improve service delivery for a dynamic tech company.
- Company: Join Correla, an innovative firm transforming the energy market.
- Benefits: Enjoy uncapped annual leave, private healthcare, and a generous pension contribution.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact in a role that drives industry transformation towards a net-zero future.
- Qualifications: Strong leadership skills and experience in incident management required.
The predicted salary is between 40500 - 49500 £ per year.
Discipline: Standard
Job type: Permanent
Job ref: 010802
Published: 2 days ago
Correla are looking for a Service Operations Lead to join our team.
Salary: Up to £57,000pa (advertised salary achievable for a candidate fulfilling all role criteria)
Job Type: Permanent
About Us
In March 2021, Correla was created, as an independently owned business to bring in private investment to fuel innovation in the centre of the energy market and beyond.
Correla is derived from correlation, because we’re all about exploring and enhancing relationships between data, people, and processes.
Our Saa S products and Managed Service solutions combine to power industry innovation, simplify an increasingly complex market, and deliver cost and operational efficiencies.
Our goal is to support industry transformation, to move to a net-zero future and to positively impact the end-consumer.
About the Role
- Lead Incident Management service, ensuring processes are consistently applied, service performance is maintained and continuous improvement opportunities are identified and delivered.
- Lead and coordinate Major Incident response, ensuring timely engagement of technical resolver teams, effective stakeholder management and restoration of service with minimal business impact.
- Lead L1 teams, including a customer enquiry telephony service, ensuring timely, effective support and resolution for consumers and clients in line with agreed service levels, customer expectations and business productivity needs.
- Manage relationships with third-party service providers, ensuring service performance, accountability and continuous improvement, with a focus on delivering value beyond SLA compliance.
- Drive the development of self-service and digital engagement capabilities, reducing avoidable contact, improving customer journeys and creating operational efficiencies.
- Ensure effective communication during Major Incidents, providing timely, accurate and clear updates to customers, senior stakeholders and leadership,
- Participate in the Major Incident Out of Hours (OOH) rota once fully trained and competent, providing operational leadership and coordination outside normal business hours.
An additional allowance is provided upon joining the rota in recognition of this responsibility.
- Support Service Transition activities, ensuring new, changed or retired services are effectively embedded into Customer Contact and Incident Management processes.
- Continuous Improvement Participate in the wider development of Service Management processes utilising the ITIL framework.
Such as Service Request Fulfilment, Problem and Change Management.
- Identify opportunities to improve service quality, practices, tooling and ways of working, contributing to a culture of learning and continuous improvement
About You
- Customer Insight – understand consumer needs and shape service experiences across telephony, digital and service desk channels.
- Process Governance – own and improve incident, request and customer contact processes to ensure consistent outcomes.
- Supplier Management – manage third party providers effectively, holding them accountable for performance and service quality.
- Leadership and People Management – motivate and develop a multi-skilled team to deliver excellent customer and incident management services. *
- Analytical and Problem Solving – use incident and contact data to identify trends, drive improvements and reduce repeat issues.
- Communication and Stakeholder Engagement – provide clear, timely updates that build trust in service delivery.
What We Offer
- Locate for your day
- Uncapped annual leave
- 5-10% Pension Contribution
- Private Healthcare
- Up to 26 weeks’ full pay equal parent leave
- Wellbeing Services
• And more!
At Correla, we are committed to working towards being a more diverse and inclusive workplace where our people can truly be themselves.
We recognise the benefits of having talented people from a range of backgrounds and cultures who bring different perspectives, life experiences and diversity of thinking.
Our aim is to attract and retain the very best diverse talent to help create an exciting, innovative, and successful business that enables us to deliver an exceptional experience for our customers.
We would therefore like to encourage applications from people with varied skillsets and experience and from different backgrounds and sectors to help shape our future.
Correla is an Equal Opportunities Employer.
We believe in equality of opportunity regardless of race or racial group, ancestry, place of origin, ethnicity, sex, sexual orientation, gender identity, gender expression, gender re-assignment, age, record of offences, marital/civil partnership status, family status, pregnancy, maternity and paternity, religion/belief or disability.
We promise that your opportunity for employment with us depends solely on your qualifications and relevant experience. #J-18808-Ljbffr
Service Operations Lead employer: Correla
At Correla, we pride ourselves on fostering a dynamic work culture that prioritises collaboration and innovation. As a SaaS Product Operations Lead, you will benefit from our commitment to employee growth through continuous learning opportunities and a supportive environment that values your contributions. Located in a vibrant tech hub, we offer competitive benefits and a chance to make a meaningful impact in the realm of service excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Service Operations Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Correla. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Correla before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Operations Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Correla:Your cover letter is your chance to shine! Tell us why you want to work at Correla specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Correla!
How to prepare for a job interview at Correla
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
