Salary
To be discussed
Contract Type
Permanent
Contract Type
Full Time
Location
Chorley

Summary

Utiligroup (An Energy Services Group Company) is a market-leading provider of innovative technology and services to the utilities and energy industry. We are creating a more competitive utilities sector, improving our customer’s lives through better service and greater choice and guiding our clients through complex industry change. Our purpose is to make utilities smarter for everyone. We deploy our technology and talent to deliver innovation and automation through our SaaS and Business Process Management solutions from which we create actionable data analytics and insight. To date, Utiligroup has enabled a significant number of new entrant energy suppliers to enter the industry and we manage several million customers on behalf of suppliers and metering companies. Clients include a host of well-known energy providers, both UK and overseas-based.

This role will require you to:

  • Manage the team responsible for operating the support service within the Futura billing team, providing leadership and direction to them as and when required.
  • Provide subject matter expertise in energy industry CRM & billing to the support team and to clients.
  • Ensure that client Futura application systems, are upgraded, maintained and supported in order to achieve the contracted Service Level Agreements and deliverables.
  • Communicate regularly and effectively with clients in regards to their support service and Futura software updates.

Responsibilities

Application Support

  • Ensure that the Futura CRM & billing System is supported in line with the client’s contract and internally agreed standards.
  • Manage the support team to deliver the Futura support Service.
  • Develop and implement procedures and documentation to aid in the delivery of the Futura support Service.
  • Manage the resolution of Futura application-related incidents, service requests and problems in a timely and efficient manner in line with business requirements.
  • Undertake Futura application-related problem diagnosis, implementing problem resolution or prevention measures as appropriate.
  • Ensure problem prevention methods are continually applied to improve service levels and keep costs in line with projections.
  • Employ appropriate application maintenance, support and incident management processes and procedures to support and maintain the Futura application, and to investigate and resolve Futura application-related incidents.
  • As required, provide timely and regular communication to users on the status of their service requests and incidents.
  • As necessary, liaise with internal teams to ensure Futura application-related incidents and problems are resolved in a timely and professional manner.
  • Monitor the availability, performance and throughput of supported Futura applications.
  • Prioritise and schedule assigned support activities and tasks.
  • Manage the maintenance of Futura support technical documentation.
  • Participate in disaster recovery activities as required.
  • Manage internal resources and co-ordinate with Client resources as required to achieve incident resolution.
  • Review and where appropriate authorise hot fix releases.
  • Represent the support service in transition of new client implementation projects into live support.
  • Feed into the product roadmap with suggestions for system and business improvements.

Futura Application Upgrades

  • Manage the Futura application upgrades covering client communication, User Acceptance Tests and deployment in the Client’s Production environment.
  • Communicate with the Client on future releases of Futura and their timing.
  • Agree date and time of the upgrade with Clients.
  • Book internal resource to deliver the upgrade.

General

  • Ensure the Futura application support team adhere to published company policies and procedures.
  • Analyse data from systems and produce technical and business reports for consumption by departmental managers and team leaders.
  • Undertake any other duties of a similar level and responsibility as may be required from time to time.

Qualifications & Experience

Technical/Work-based Skills 

  • A sound understanding of technical IT issues to enable discussions with internal and external technical specialists
  • A sound understanding of applications and data security
  • Extensive experience planning, installing, maintaining, and supporting business applications
  • Extensive experience in all aspects of providing applications support to users in a customer focused environment
  • Extensive experience of implementing and upgrading major business applications
  • Experience of working with a customer CRM & billing system
  • Experience of market participant interaction / dataflow management in the energy industry

Management of others 

  • Sets clear direction for others, e.g. staff, project team members, customers, volunteers, contractors etc.
  • Delegates work appropriately and fairly
  • Supports and motivates others, encouraging them to achieve their goals, in alignment with organisational goals
  • Encourages their staff to think and act independently where appropriate
  • Seeks opportunities to provide people with new challenges and opportunities to develop

Influencing

  • Presents their case persuasively: upwards, downwards and externally
  • Demonstrates confidence in their position and in leading teams
  • Displays clear and confident lines of communication when presenting and communicating
  • Develops and maintains productive relationships with internal and external customers
  • Delivers what they have agreed with the customer
  • Effectively address problems raised whilst managing customer expectations

Decision-Making

  • Makes and communicates clear decisions
  • Makes effective decisions under time pressure
  • Manages risks and benefits of various options and decisions
  • Ensures that decisions made are the right one for the customer and for the business however unpopular they might be

About You

Management of others 

  • Sets clear direction for others, e.g. staff, project team members, customers, volunteers, contractors etc.
  • Delegates work appropriately and fairly
  • Supports and motivates others, encouraging them to achieve their goals, in alignment with organisational goals
  • Encourages their staff to think and act independently where appropriate
  • Seeks opportunities to provide people with new challenges and opportunities to develop

Influencing

  • Presents their case persuasively: upwards, downwards and externally
  • Demonstrates confidence in their position and in leading teams
  • Displays clear and confident lines of communication when presenting and communicating
  • Develops and maintains productive relationships with internal and external customers
  • Delivers what they have agreed with the customer
  • Effectively address problems raised whilst managing customer expectations

Decision-Making 

  • Makes and communicates clear decisions
  • Makes effective decisions under time pressure
  • Manages risks and benefits of various options and decisions
  • Ensures that decisions made are the right one for the customer and for the business however unpopular they might be

Other Responsibilities

  • ISO Responsibilities
  • ISO Staff Awareness
  • Follow IMS Policies
  • Reporting of Incidents