Operations Delivery Specialist

An opportunity is available for an Operations Delivery Specialist based in Castle Donington or Cardiff. Reporting to the Head of Contact Centre, you will support the Contact Centre teams and work closely with stakeholders across NGED and NG.

This is a dynamic position, you will be responsible for overseeing the planning and delivery of operational strategies, ensuring that our contact centre functions effectively and support our customer’s needs.

You will collaborate with cross-functional teams to refine workflows, implement best practice and contribute to continuous improvement projects.

You will be responsible for translating strategic goals into actionable processes.

As part of our hybrid working approach this role offers a mix of office and home working. Hybrid working can only be considered once your initial training is complete and subject to business need.

Main Responsibilities

• Lead the design, recommendation, and execution of process improvements to boost efficiency and service quality.
• Identify and deploy ‘quick win’ solutions that enhance both customer experience and team performance.
• Collaborate with cross functional teams to pioneer innovative solutions to enhance the efficiency of the team.
• Design, implement & deliver activities aimed at fostering a culture of continuous improvement.
• Drive initiatives that elevate the customer journey to ensure processes are seamless, transparent and customer focussed.
• Work closely with key stakeholders to align process improvements to organisational goals.
• Optimise workflows by identifying bottlenecks and improving processes.
• Champion innovative solutions that redefine customer excellence processes, and support their roll out.
• Support team members with coaching and skill building of initiatives.
• Influence decision making around process and system improvements and present findings to Executive team/steering groups
• Ensure all process improvements adhere to legal and regulatory standards
• Monitor the performance of the team to ensure compliance with company policy, regulatory and quality metrics

Ideal Candidate

You will have proven experience in process improvements in a customer environment with the ability to recognise opportunities and innovate. You will be organised with strong problem solving skills and be able to think and plan ahead.

Experience in delivering new solutions to established teams and have excellent communication for presenting insights and influencing stakeholders.

You will have the presence to build strong relationships with our customers and build relationships across the business to communicate our vision for change.

Understanding of the regulatory demands of complaints and claims, and the role that the team plays in achieving OFGEM targets.

There will be a requirement to travel across different sites therefore a full driving licence is preferred.

About Us

We’re National Grid Electricity Distribution (NGED), the owner and operator behind the electricity distribution systems for the Midlands, the Southwest of England and South Wales. Serving communities of more than 8 million people, our expert teams deliver heat, light and power for homes and businesses.

National Grid employs over 29,000 people worldwide. We are building an inclusive workplace, a place to actively celebrate the cultures, personalities and preferences of our colleagues – who in turn help to build the success of our business and reflect the diversity of the communities we serve. Our vision is to be at the heart of a clean, fair and affordable energy future and we are doing this in a fast-moving industry with an increasing focus on tackling climate change, exploring new energy sources that are renewable, low carbon, and improve efficiency to meet demand.

The Customer Excellence function works across the organisation to ensure that NGED

• Delivers strategic improvements in customer excellence and value for money
• Delivers customer excellence targets and that all customers are treated fairly
• Serves our PSR customers in line with our regulatory requirements.

Customer Excellence focus includes (but are not limited to) fault response and dispatch, general enquiries, connection enquiries and Priority Services Register customers. Central to NGED’s Performance contract, the Customer Excellence team ensure the delivery of the customer strategy and drive step-change improvement across the organization so that we ‘deliver for customers efficiency’, in line with our vision and Values.

Working with colleagues across the organisation, we do this by

• Listening to our customers, understanding their needs, and ensuring these are addressed
• Embedding the Customer strategy and a customer-centric culture
• Addressing root cause for complaints and insight led decision making (insight, action, and impact)
• Effectively managing and developing colleagues responsible for handling complaints and claims