About Us
SMS Plc are leaders in the smart energy revolution, fitting over a million properties with smart meters and counting. At the heart of the UK energy market for over two decades, we play a critical role in transforming and decarbonising the UK energy system.
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
Due to company growth we are looking to recruit Operations Support assistant's to support our engineering resource in the fitting of our smart meter assets.
This is a customer focussed role aiming to ensure engineers visit our customers within the booked appointment slot. You will support engineers in a specified geographical region and will maintain communications with engineers to ensure a quality service.
Work Schedule : Monday to Friday between the hours of 8am-4.30pm.
Key Responsibilities
- Reporting directly to the Team Leader and Field Operations, working to achieve operational efficiency and maintenance of KPI’s.
- Ensuring effective communication via phone and email with engineers, management and suppliers.
- Answering enquiries for the regional areas within a reasonable time frame
- Submitting accurate and timely reports as required
- Effectively dealing with any queries, handling, and resolving customer complaints
- Adhering to company polices in relation to Health, Safety and Welfare of yourself and others
- Planning allocation of the installations with engineers
- Coordinating engineers effectively to achieve maximum outputs
- Monitoring live tracker to ensure engineers are on target with daily schedule
- Managing job status via online system
- Investigate all aborted jobs to ensure they are genuine
- Escalating any issues to the operations manager to achieve job completion
- Managing on the day emergency call outs and priority work within SLA’s
Educational Qualifications/Memberships
- Education up to GCSE (or equivalent) in English and Maths
Skills and Knowledge
- Strong problem-solving abilities, attention to detail and reliability
- Computer Literate, I.T skills, experience with excel/word/ CRM
- Keen attention to detail, working accurately under pressure
- Good written and verbal communication skills
- Experience in a similar engineer/ logistics role with good geographical knowledge
- Excellent Customer service experience
Personal Attributes
- Commitment to a satisfactory customer journey
- Resilient and confident character, with a positive ‘can-do’ attitude
- Ability to work well in a team
- Good organizational skills and ability to manage workloads and priorities
In Return
We support Mental, Physical and Financial wellbeing, and we're proud of our benefits package to reward great talent which includes:
- 25 personal holiday days per year with additional allocation of 8 public holidays (includes options to buy and sell)
- After 5 years’ service, you will be rewarded with an additional 5 days annual leave increasing your total to 30 personal days and 8 public holidays.
Smart Health
Keeping our employees mentally and physically healthy is one of the things that matters most to us.
- Employee Assistance Programme (free access to counselling & support) with easy access via My Healthy Advantage app.
- Access to SmartHealth app - includes a free 24/7 online GP and a range of wellbeing services.
- Cycle Scheme - lower your carbon footprint whilst staying healthy.
- Medicash Employee health plan - Medicash offer health plans that look after you and your family by providing a range of positive healthcare benefits. Even better, they also take care of the money side of things with cash back to cover costs such as dental and optical bills, physiotherapy and even offer retail discounts.
Smart Savings
- Eligibility to join our Share Incentive Plan following 6 months employment
- Life Insurance cover where your next of kin will receive 4 times your annual salary
- Refer a friend bonus (£500)
- Corporate season ticket travel
- Length of service cash incentive
- Automatic enrolment into the Company Stakeholder Pension Scheme following 3 months employment.
The future looks bright
Your development is important to us - we support and encourage development including internal and external accredited courses, study support and E-Learning and internal promotion.