An exclusive opportunity is available for a Customer Operations Manager to join a growing tech firm based in Edinburgh city centre.
Our client specialises in energy management technology and have a growing product suite and customer portfolio. Due to new opportunities in their core markets, they need to create a new team in Operations.
They need to add a talented customer-facing Operations Manager who will be responsible for 6 direct reports.
The purpose of this role is to manage all customer operations, managing 6 shift operators who provide 24-hour supervision, monitoring, operation and escalation paths for energy assets located on our industrial and commercial customers’ sites.
Key Skills:
- Exceptional people skills to lead, motivate and develop individual team members
- Demonstrated track record in delivering excellent customer service
- Experience in applying continuous improvement in a continuous, process-driven environment
- Comfortable working with a wide variety of IT systems and specifying improvements to them
- Experience in shift-working environments
- Preferably degree-qualified in a technical discipline
Your background:
- Senior customer service role in a business-to-business environment. B2B experience is a must
- Energy sector knowledge, particularly in respect of industrial and commercial energy users, would be an advantage.
- Able to process and understand complex information quickly, take reasoned decisions, and explain to others
- A strong leader committed to developing and empowering team members in a positive working environment
- Proactive and highly reliable
- A strong believer in the right structures and processes
- The manager will identify strengths and training goals in order to allocate ad-hoc and project tasks to the office-shifts. This may be in conjunction with the need for resource from IT, commercial systems or others.
- The Ops manager will keep an eye out for upcoming changes in services and partnerships, attending some external events and monitoring industry publications, to ensure that the Ops team are ready with sufficient support and tools to deliver the services.
- Constant improvement of processes will be sought through the enhancement of operational tools and interfaces. The manager will work with the development teams to deliver the improvements and will assist in communicating the changes to the team
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