Why choose us?
Choosing to work for SMS means choosing to make a difference. We are changing how businesses and consumers use energy for the better, helping achieve a greener, sustainable, and more affordable energy system for everyone. Through our range of innovative energy solutions, we are delivering the future of smart energy – working closely with private and public sector partners we are playing a critical role in transforming and decarbonising the UK economy by 2050. 
What's in it for you?
- 25 personal holiday days per year (with additional 8 public holidays) increasing to 30 personal days after 5 years of service (includes options to buy and sell)
- Hybrid working options.
- Enhanced Maternity and Adoption leave.
- 24/7 free and confidential employee assistance service.
- Medicash health plan offers a wide variety of benefits from cashback on everyday healthcare treatments like optical, dental and physio treatments. Discounted gym memberships and free 24/7 online GP.
- Access to our Share Incentive Plan which allows you to become a shareholder in a tax-efficient way and benefit from the success of the company
- Life Insurance (4 x annual salary)
- Pension matching scheme (up to 5% of salary)
- Developing our people is important to us - we support and encourage development by offering internal and external accredited courses, secondments and study support.
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What's the role?
As the business continues to expand, we are looking to recruit a highly experienced operations manager to support with the daily running of our Contact Centre. Reporting directly to the Head of Contact Centre, you will be responsible for monitoring call levels and maintaining high standards of service within our Contact Centre at Bolton.
Your primary responsibilities will be to ensure that all key KPIs are being achieved and (where possible exceeded) analyse reports to drive wider business improvements from within while also looking for opportunities to improve the call centre.
Work Schedule - Our contact centre operates Monday to Saturday between the hours of 8am-8pm. This role will be 40 contractual hours per week.
Key responsibilities:
- Manage and motivate teams to achieve individual and team targets and associated KPIs.
- Provide coaching and feedback to ensure continuous development.
- Provide daily, weekly and monthly figures.
- Introduce fresh incentives to engage and drive the team.
- Maintain a culture of customer excellence.
- Maintain a thorough knowledge of groups products and services throughout the team.
- Proactively seek out areas of opportunity to develop the operations function.
- Any other duties as required.
To be considered for this role, we would love you to have:
- Previous experience in a Contact Centre leadership role.
- Excellent written and verbal communication skills
- Excellent interpersonal skills
- The ability to work well with and motivate a team
- Excellent Analytical,Leadership & Time management skills
- Knowledge of financial and budgetary principles
- Highly self motivated with the ability to use initiative to make relevant decisions
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