At a Glance
- Tasks: Lead a dynamic team to optimise operations and enhance service delivery in the energy sector.
- Company: Join M Group, a leader in essential infrastructure services for life.
- Benefits: Enjoy competitive pay, flexible leave, wellness support, and career development opportunities.
- Other info: Be part of a diverse team committed to innovation and continuous improvement.
- Why this job: Make a real impact in a supportive environment while driving operational excellence.
- Qualifications: Proven leadership skills and experience in operational support or scheduling.
The predicted salary is between 36000 - 60000 £ per year.
Right across infrastructure, there is a requirement to not only maintain, but also renew and reimagine. Whatever stage you are at in your career, with us you will have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.
At M Group, we are enabling the energy essential to support our lives. We provide an end-to-end service, delivering solutions in electricity transmission, distribution, renewable energy, EV, metering and home decarbonisation. This role will be within our Metering team, you will join the leading provider of metering services and data collection in the UK energy retail sector, providing efficient and flexible services for gas, electricity and water meters. Our meter engineers install, maintain and manage meters to ensure customers are billed correctly and energy usage patterns are monitored. We leverage our industry expertise and data insight capabilities to create solutions that fit the needs of our customers.
As our Operations Support and Capacity Manager, you will lead a high-performing office-based support team and drive operational excellence across our scheduling, forecasting and capacity planning activities. You will take ownership of in-day performance, ensuring our operations are fully prepared to meet demand while proactively identifying risks and opportunities that impact service levels. This role is all about forward thinking, strong leadership and evidence-based decision making.
- Lead, motivate and coach the Operations Support and Scheduling Teams
- Build a culture of engagement, accountability and continuous improvement
- Support team training and development
- Maintain monthly and annual planning and forecasting models
- Ensure forecast accuracy and align demand with field capacity
- Coordinate outbound activity with Contact Centre and Operations teams
- Monitor resource utilisation and schedule adherence
- Lead the Scheduling Team to minimise cost of loss
- Ensure the Commissioning Helpdesk meets all KPIs
- Drive field performance through effective workforce planning
- Report on service levels, KPIs, risks and operational performance
- Review processes to identify efficiency opportunities
- Implement continuous improvement and innovation initiatives
- Drive operational change with a proactive, hands-on approach
- Build strong working relationships across Operations, Planning, Performance and Contact Centre teams
- Communicate updates, insights and recommendations to senior stakeholders
- Ensure compliance with company policies and regulatory standards
- Oversee safety protocols and respond to risks or incidents
- Maintain high quality and accuracy across all operational activities
What you’ll bring:
- Proven leadership experience in contact centre, scheduling or operational support environments
- Strong background in capacity planning, forecasting or workforce modelling
- Experience driving performance and improving operational efficiency
- Ability to manage multiple stakeholders in a customer-focused organisation
- Excellent communication and interpersonal skills
- Strong analytical skills with a data-driven approach to decision making
- Knowledge of compliance and risk mitigation in operational settings
- Experience within the utilities sector (desirable but not essential)
- Advanced Excel and planning tool proficiency
We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We are one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs. Our values help to shape our culture and how we work with one another.
- We are responsible and go further for our people, clients, communities and the planet
- We are open and seek new and better ways of exceeding expectations
- We are together and as one team; the whole is greater than the sum of the parts
- We are ambitious and embrace opportunity, to lead essential infrastructure services for life
Whether you are a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development. It’s an exceptional time to be a part of M Group.
Benefits:
- Matched or contributory pension scheme
- Online GP service available 365 days a year
- Employee assistance programme and wellbeing support
- Access to thousands of retail discounts via My Rewards portal
- Cycle to work and salary finance schemes
- Enhanced leave policies for maternity, paternity and adoption
- Reward and recognition programme
- 25 days annual leave plus bank holidays
Operations Support and Capacity Manager in Newcastle upon Tyne employer: Morrison Utility Services Limited.
At M Group, we pride ourselves on being an exceptional employer that fosters a culture of growth and development, particularly for our Operations Support and Capacity Manager role. Our commitment to safety, client-centric service, and a friendly work environment ensures that employees thrive while contributing to essential infrastructure services. With robust training programmes, a focus on continuous improvement, and a strong emphasis on inclusion, we offer a rewarding career path in the dynamic utilities sector.
Contact Details:
Morrison Utility Services Limited. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Operations Support and Capacity Manager in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working at M Group. A friendly chat can open doors and give you insider info that could make your application stand out.
✨Tip Number 2
Prepare for interviews by researching M Group's values and recent projects. Show us how your skills align with our mission to deliver essential infrastructure services while being safety-first and customer-centric.
✨Tip Number 3
Practice your leadership stories! We want to hear about times you've motivated teams or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team.
We think you need these skills to ace Operations Support and Capacity Manager in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in operations support and capacity management. We want to see how your skills align with our needs, so don’t be shy about showcasing your relevant achievements!
Showcase Your Leadership Skills:Since this role involves leading a team, it’s crucial to demonstrate your leadership experience. Share specific examples of how you've motivated teams or driven operational excellence in previous roles. We love seeing evidence of strong leadership!
Be Data-Driven:We’re all about making informed decisions based on data. Highlight your analytical skills and any experience you have with forecasting or capacity planning. Show us how you’ve used data to improve performance in the past!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way to ensure we receive your details directly. Plus, it shows you’re keen on joining our team at M Group, where we’re all about delivering essential infrastructure services.
How to prepare for a job interview at Morrison Utility Services Limited.
✨Know Your Stuff
Make sure you understand the ins and outs of operations support, capacity planning, and scheduling. Brush up on your knowledge of the utilities sector, even if it's not essential. Being able to speak confidently about these topics will show that you're serious about the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in the past. Think about times when you motivated your team or drove operational excellence. This role is all about strong leadership, so be ready to discuss your approach to building a culture of engagement and accountability.
✨Be Data-Driven
Since this position requires strong analytical skills, come prepared with examples of how you've used data to make decisions. Whether it’s improving efficiency or forecasting demand, showing that you can leverage data insight will set you apart from other candidates.
✨Engage with the Company Values
Familiarise yourself with M Group's values and think about how they resonate with you. Be ready to discuss how you embody these values in your work. Showing that you align with their culture will demonstrate that you're a great fit for the team.
