Operations Manager

So Energy was created in 2015 because we know there’s never a good reason to have a bad experience with your energy provider. Since then our renewable energy business has grown rapidly, with over 300,000 customers and 300+ So Energist and we aren’t done. Our next goal is to supply renewable energy to 1 million UK customers by the end of 2026 and we are going to succeed in that mission by leveraging technology, remaining customer-centric and hiring people with a passion for sustainability.

If you're thinking of joining us then your timing couldn't be more perfect. In late 2021 So Energy joined forces with ESB Energy to become the UK’s next big green energy supplier.

Our People - So Energists

Whether you are helping our customers gain energy independence through solar panelling and EV charges or delivering best-in-class customer service to one of our renewable energy customers there are six things all So Energists have in common, our Values:

Clear - The energy industry can be pretty complex so we strive to provide clear communication to our customers and colleagues

Honest - Transparency is key, Whether that's providing clear bills to our customers or trusting our staff to do the right thing.

Ambitious - All of us are ambitious about the future of So Energy and what we can contribute to it.

Inquisitive - We are also questioning the Status Quo to see if there is a better way to do things for our customers

Caring - We care about the work we are doing, our customers and our colleagues

Sustainable - As a renewable energy company we are providing sustainable products but we also care about sustainable careers. That's why learning and continuous development is so important to us.

Who are we looking for?

As our Operations Manager, it will be your role to ensure that our Operations Department reflects our brand, mission, and tone of voice. You will report into the Head of Operations and you will lead the delivery of all Industry-facing services to both our existing and future customers.

With a multitude of performance and compliance targets to meet, attention to detail is of the utmost importance. This is made more significant by the ever-changing nature of industry and requirements of us as energy suppliers.

You’ll need to be passionate about our business to ensure that we deliver on our customer promises in a rapidly growing and changing environment. If you’re already an accomplished leader and you know how to lead for customer and employee engagement, including performance management and KPIs, this role is for you.

Requirements

About you:

• Professional, proactive approach
• Thrives in a fast-paced environment
• Initiative driven individual with strong organisational skills
• Excellent interpersonal skills and a strong ability to communicate
• Able to work on own initiative but also as part of a team, making sure to share knowledge and continuously upskill team members and colleagues
• Commercial and compliance awareness
• Intuitive and curious with demonstrable experience in Continuous Improvement

What will you be doing?

Operational Delivery:

• Responsible for the Day-To-Day Management of the Operations Department.
• In charge of Operations Team Leaders who are leading our On-boarding, Billing and Industry Correction teams
• Ensure delivery against our Industry & Business targets. Monitoring performance against our KPI's & SLAs ensuring they are all met.
• Focus on minimising contact/escalations in to our Customer Teams driven from Operational processes
• Support the resolution of customer issues/complaints across the business
• Ensure compliance with OFGEM requirements
• Management and ownership of the day to day tasks and processes within the Department

Continuous Improvement

• Establish a culture of continuous improvement and work collaboratively to highlight improvement opportunities for our customers and the business
• Analyse the root causes of customer issues and drive resolution
• Report performance against SLAs, KPIs and Compliance measures with volume and cause

Management

• Performance management, ongoing training and development of the team
• Drive a positive culture within the team, aligned with our values;
• 360 Feedback Approach

Benefits

What's in it for you?

• Starting at £45,000 plus up to 10% performance-related bonus
• 25 days holiday, plus bank holidays, and an extra day holiday for your birthday
• Last Friday of each month nibbles and drinks in the office
• Hybrid Working
• Great reward and recognition
• Join a unique culture that embraces peoples ideas and fosters collaboration across the business
• Enhanced Maternity and Paternity leave
• Access to Perkbox+ including the Wellness Hub
• Life assurance 4x base salary

So Energy cares about helping the energy industry become a much more diverse and inclusive environment and we work hard to lead by example. We are committed to Equal Employment Opportunity and building an inclusive environment for all. As an equal opportunity employer, there are also several steps we take to accommodate candidates and employees with disabilities including additional time on tests during the interview process and specialist equipment for those employees that require it.

If you are interested in finding out more please apply, make sure to complete all the questions to the best of your ability and attached an up to date version of your CV.

Good luck!