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- Tasks: Lead a team to ensure smooth electricity supply operations and improve customer experience.
- Company: Join one of Northern Ireland's largest energy companies launching a new division.
- Benefits: Competitive salary, performance bonus, pension scheme, and generous annual leave.
- Why this job: Be part of an exciting new project with opportunities for growth and impact.
- Qualifications: 5 GCSEs including Maths and English, plus leadership experience in the electricity sector.
- Other info: Dynamic role with a focus on continuous improvement and teamwork.
The predicted salary is between 36000 - 60000 £ per year.
The Operations Support Lead will play a key role in supporting the operational delivery of a new electricity supply offering in Northern Ireland. The successful candidate will develop and lead a team of electricity market agents, ensuring accurate market interaction and reporting of the balanced scorecard. The successful candidate will contribute to continuous improvement initiatives, strategic projects and help maintain a high standard of customer experience.
This is a rare opportunity to join one of Northern Ireland’s largest energy companies launching a new division with ambitions to scale at high pace.
Key Responsibilities- Use NI electricity market expertise and knowledge to lead, train, coach and mentor your team to ensure key market SLAs are achieved and the Support team has the ability and know-how to manage complex market interactions with a high degree of accuracy.
- Ensure that electricity customers come onto our supply on time and with correct opening reads.
- Ensure all exceptions and rejection messages are managed within SLAs, including identifying any issues with market interactions and resolving any exceptions via root-cause analysis.
- Monitor necessary KPIs to ensure successful completion of NIE balanced scorecard, reporting concise data-driven metrics, identifying key trends and making improvements.
- Ensure account statuses are recorded in the system are up to date and correctly reflect the actual on-supply status. Identify and resolve anomalies on a timely basis.
- Collaborate with other functions (including sales, onboarding, change of tenancy and retention) on any 'agent errors' and eliminate reoccurrence through analysis and trend reporting.
- Support the business in the delivery of continuous improvement, identifying where processes have failed and working with internal stakeholders to develop robust corrective processes and systems.
- Monitor departmental performance by use of KPIs, resolving outliers and escalating to management where required.
- Identify and implement opportunities for improving efficiency and productivity through automation of manual processing.
- Keep up to date with any market changes, ensuring that our people, systems and processes are at all times aligned with the market. When required represent the business at market and supplier forums.
- Act as an ambassador for our company culture, values and behaviours.
- Minimum of 5 GCSEs at Grade C or above, including Maths and English.
- One years leadership experience within an electricity supply business or electricity distribution business in Northern Ireland.
- Demonstrable experience managing operational processes and KPIs.
- Two years’ experience of dealing with market interactions within an electricity supply or distribution business in Northern Ireland.
- Strong commercial decision-making skills and the ability to think creatively.
- Detail-oriented, process-driven and numeric.
- Strong people leadership skills.
- Strong interpersonal and influencing skills.
- Customer focused & results driven.
- Ability to plan, organise and work to deadlines.
- Excellent communication and problem-solving skills.
- Ability to use own initiative and judgement to make decisions.
- Computer literate with Microsoft Office suite.
- Able to work flexible hours as required and on rare occasions able to travel to ensure business needs are met.
- Level 3 qualification or higher (A-Level, NVQ, diploma or similar).
- Advanced Excel skills.
- SQL and database reporting skills.
Competitive Salary + Bonus and Benefits
Performance Bonus - 15% of base salary
Pension scheme with employer contribution of 8%
25 days annual leave plus public holidays + Company days
Operations Support Lead in Newtownabbey employer: firmus energy
Contact Detail:
firmus energy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Support Lead in Newtownabbey
✨Tip Number 1
Network like a pro! Reach out to people in the electricity supply sector, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info on job openings.
✨Tip Number 2
Prepare for interviews by practising common questions related to operations support. Think about your past experiences and how they relate to the role. We want you to shine when discussing your leadership skills and market knowledge!
✨Tip Number 3
Show off your passion for continuous improvement! Be ready to share examples of how you've identified inefficiencies and implemented solutions in previous roles. This will demonstrate your proactive approach and fit for the company culture.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Operations Support Lead in Newtownabbey
Some tips for your application 🫡
Show Your Expertise: Make sure to highlight your knowledge of the electricity market in Northern Ireland. We want to see how your experience aligns with the role, so don’t hold back on showcasing your skills and past achievements!
Tailor Your Application: Take a moment to customise your CV and cover letter for this specific role. We love seeing candidates who take the time to connect their experiences with our job description – it shows us you’re genuinely interested!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key points stand out and are easy to read. Avoid jargon unless it’s relevant to the role!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at firmus energy
✨Know Your Market Inside Out
Make sure you brush up on your knowledge of the Northern Ireland electricity market. Understand the key players, regulations, and recent changes. This will not only help you answer questions confidently but also show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or managed operational processes. Highlight how you trained or mentored others, and be ready to discuss how you handle challenges and motivate your team.
✨Be Data-Driven
Since the role involves monitoring KPIs and reporting metrics, come prepared with examples of how you've used data to drive decisions in previous roles. Discuss any tools or methods you've used for analysis, especially if you have experience with Excel or SQL.
✨Emphasise Continuous Improvement
Think about instances where you've identified inefficiencies and implemented improvements. Be ready to discuss your approach to problem-solving and how you collaborate with other departments to enhance processes. This will demonstrate your proactive mindset and commitment to excellence.
