Contract Type
Permanent
Contract Type
Full Time
Location
Chorley
Department
Service Management & Improvement

Summary

Utiligroup 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.

Responsibilities

Primary Responsibilities:

To drive continual efficiency improvements into our Service Delivery processes with particular focus on automation, quality and streamlining the interaction with clients.

  • To understanding business processes and drivers
  • Continuously looking at how things can be improved and seeking innovative solutions which will have a net benefit
  • Proactively challenging the status quo, demonstrating a questioning mind-set, that is intuitively looking to improve and challenge the way things are currently done
  • Analysis of current business processes, identifying opportunities for improvement, streamlining and opportunities for consistency & commonality
  • Constructively challenge areas of concern
  • Identifying breakpoints, specific manual exposures or overheads
  • Understanding the baseline position and making fact based decisions to ensure results are tangible and measureable
  • Development and ownership of targeted improvement plans, detailing & prioritising the improvements with problem statements, quantifiable benefits of gain and measurement once deployed
  • Engaging positively with others within and across departments to implement change
  • Identifying and removing barriers and blockages to change
  • Engaging with recipients of change and understanding concerns
  • Assist in the setup and delivery of new service offerings
  • Responsible for working with the Industry Operation teams to define and prioritise software improvements for feeding into the Product Roadmap specifically to address effort driven into, or service quality compromises in, Managed Service
  • The Continuous Service Improvement Agenda to deliver the business objectives. Specifically, responsible for;
    • Agree the agenda to deliver the business objectives
    • Leading regular forums to enable and encourage ideas primarily from the Operational Service teams, but also more broadly from Service Assurance, Service Delivery Managers, Client Solutions, Engineering, Service Operations
    • Assessing and impacting suggestions and feeding back
    • Providing regular and proactive communication of plans and progress and summary input to Operational Briefing
  • Delivery of objectives set

Scope: all products, all processes. However, we will prioritise the products to tackle the 80-20 effort / gain principle.

How we measure

  • Delivery of tangible results to agreed objectives, but likely targeted around:
  • Increase in automated hand-offs with customers & reduced friction in workload management
  • Reduction in manual activities
  • Improved EBITDA of Industry Operations

Improved customer satisfaction.

About You

You are

  • Passionate about customer care
  • Focused, pro-active, organised
  • Tenacious & dedicated
  • Resilient
  • Relentless in identifying and driving out inefficiencies

You have

  • Knowledge of Service Definition
  • Proven track record in Service Improvement
  • Excellent written and verbal communications
  • The ability to summarise and present plans and progress updates
  • Excellent Interpersonal and team working capabilities

Qualifications & Experience

  • Mandatory: Minimum 3 Years’ experience in Service Improvement

Desirable: Minimum 3 Years’ experience in the Utilities industry.

Other Responsibilities

  • Familiarity with ISO 27001
  • ISO Responsibilities
  • ISO Staff Awareness
  • Follow IMS Policies