Job Description

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Description

The Operations Support Lead will play a key role in supporting the operational delivery of a new electricity supply offering in Northern Ireland. The successful candidate will develop and lead a team of electricity market agents, ensuring accurate market interaction and reporting of the balanced scorecard. The successful candidate will contribute to continuous improvement initiatives, strategic projects and help maintain a high standard of customer experience.

This is a rare opportunity to join one of Northern Ireland's largest energy companies launching a new division with ambitions to scale at high pace.###

Key Responsibilities

Use NI electricity market expertise and knowledge to lead, train, coach and mentor your team to ensure key market SLA's are achieved and the Support team has the ability and know-how to manage complex market interactions with a high degree of accuracy. Ensure that electricity customers come onto our supply on time and with correct opening reads. Ensure all exceptions and rejection messages are managed within SLAs, including identifying any issues with market interactions and resolving any exceptions via root-cause analysis. Monitoring of necessary KPIs to ensure successful completion of NIE balanced scorecard, reporting concise data-driven metrics, identifying key trends and making improvements. Ensure account statuses are recorded in the system are up to date and correctly reflect the actual on-supply status. Identify and resolve anomalies on a timely basis. Collaborate with other functions (including sales, onboarding, change of tenancy and retention) on any 'agent errors' and eliminate reoccurrence through analysis and trend reporting Support the business in the delivery of continuous improvement, identifying where processes have failed and working with internal stakeholders to develop robust corrective processes and systems. Monitor departmental performance by use of KPIs, resolving outliers and escalating to management where required. Identify and implement opportunities for improving efficiency and productivity through automation of manual processing. Keep up to date with any market changes, ensuring that our people, systems and processes are at all times aligned with the market. When required represent the business at market and supplier forums. Act as an ambassador for our company culture, values and behaviours.
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Skills, Knowledge and Expertise

Essential

Minimum of 5 GCSEs at Grade C or above, including Maths and English One years leadership experience within an electricity supply business or electricity distribution business in Northern Ireland. Demonstrable experience managing operational processes and KPIs Two years' experience of dealing with market interactions within an electricity supply or distribution business in Northern Ireland. Strong commercial decision-making skills and the ability to think creatively Detailed-oriented, process-driven and numeric Strong people leadership skills Strong interpersonal and influencing skills Customer focused & results driven Ability to plan, organise and work to deadlines Excellent communication and problem-solving skills Ability to use own initiative and judgement to make decisions Computer literate with Microsoft Office suite Able to work flexible hours as required and on rare occasions able to travel to ensure business needs are met.

Desirable

Level 3 qualification or higher (A-Level, NVQ, diploma or similar) Advanced Excel skills SQL and database reporting skills


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Benefits

Competitive Salary + Bonus and Benefits Performance Bonus - 15% of base salary Private healthcare Gym subsidy Pension scheme with employer contribution of 8% 25 days annual leave plus public holidays + Company days Hybrid working arrangements Life insurance and income protection Professional development and training Employee assistance program (EAP)


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About firmus energy

firmus energy

(supply) is Northern Ireland's leading

natural gas provider

. Since our establishment in 2005, we have grown to serve over 113,000 residential and commercial customers. Our mission is to deliver safe, sustainable, and cost-effective energy solutions while prioritising customer satisfaction and innovation.