About us
We have been at the heart of the UK energy market for 25 years and are today playing a critical role in decarbonising the UK energy system. As a major energy services and smart metering company with technology, data and sustainability at the core of our ethos and business model, SMS is committed to delivering the future of smart energy.
We are proud of being both an equal opportunity employer and an accredited real living wage employer! We look out for our customers and our focus is ‘putting our people first’.
Our people enable us to do all of this by living our 5 core values: Safety, Customer excellence, Sustainability, Innovation and Pride.
The Role
A newly created role within SMS Plc, our Field Delivery Leads (FDLs) will support the Performance Manager in coaching and developing field-based engineers to ensure achievement of KPI’S, delivery of customer Service Level Agreements (SLA’s), and overall customer excellence.
You will be required to travel regularly, spending time in the field to coach engineers side by side with the goal of increasing engineer technical knowledge, meeting required behaviours and achievement of KPI’s i.e. minimise aborts, meet GSOS targets, ensure safety, quality and quantity targets are met etc. You should have a clear focus on customer satisfaction and strive to improve engineer performance in providing great customer service and safe installations.
Our FDLs will assist the Performance Manager to ensure all Health, Safety and Environmental Regulations and company targets are achieved, promoting a high level of Health Safety and Environmental Management throughout the business and actively participate in safety and technical forums as required by the business. During busy periods or to cover absence, the FDL may be required to complete scheduled jobs to support delivery of installations.
Typical duties will include:
- Complete audits to measure the team/individual performance to ensure a high level of compliance is achieved, and that all safety and data requirements are captured in line with company policy/procedure.
- Assist with the investigation of customer complaints in a timely manner.
- Monitor incident and audit data, identifying non-conformance trends, then implement the necessary actions to improve working practices, safety and reduce risk.
- Monitor completion of e-learning and continued training programs for engineer personal development plans.
- Support the Performance Manager to work in tandem with the Compliance and HR teams to ensure all training is maintained and kept up to date.
You must have the following experience/qualifications:
- Qualified Dual Fuel Engineer
- Experience coaching others in technical skills
- Customer focus driven
- Knowledge of the utilities industry standards, company procedures and health and safety requirements
- Driving Licence (a current UK driving licence, or equivalent which enables driving in the UK)
- Supervisory Experience would be advantageous however is not essential
In return we offer:
- Quarterly discretionary performance related bonus
- 25 personal holiday days per year with additional allocation of 8 public holidays
- After 5 years of service you will be rewarded with an additional 5 days annual leave taking it to 30 personal days and 8 public holidays.
- Length of service cash incentive
- Refer a friend bonus (£500)
- Cycle to work scheme
- Corporate season ticket travel
- Automatic enrolment into the Company Stakeholder Pension Scheme (will commence following 3 months employment)
- Eligibility to join the Share Incentive Plan following 6 months employment
- Life Insurance cover where your next of kin will receive 4 times your annual salary
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Job Profile