operations manager Remote
Amber
Full Time
Remote
30000 - 12.04 GBP ANNUAL Today
Job description
Description
As an Operations Team Leader for Net Zero Community Operations, you will have ownership for the performance of a small team delivering the end-to-end operational administration of our billing solution. This includes move in and welcome comms; first bill; regular monthly billing, change of tenancy processing; final billing, refunds and payment collection. You will be responsible for the performance of a client ‘hub’ made up of several thousand residents from a portfolio of high value clients.
You will ensure that customer records are updated in line with key performance metrics and bills are produced accurately on time each month. You will play a key role in ensuring that the welcome journey for new residents is a positive experience and they have accurate and timely final bills when they leave enabling the landlords to smoothly manage the end of tenancy experience.
A key part of your role will be to resolve escalated and complex queries and complaints for the Operations Administrators in addition to providing support to other functions such as Customer Service and Payments. You will attend regular resident engagement visits to sites to resolve a range of queries face to face. You will mentor the Senior Ops Administrators and Ops Administrators enabling the overall upskilling of the team.
Your duties will include managing and coaching advisors through 121s, maintaining skills matrices and supporting in quality assessment feedback. You will also work closely with other Team Leaders to support across teams at peak times. You will be a key point of liaison with the site managers and may be involved in site visits and calls to ensure that we are delivering for our clients.
You will naturally have a passion for data and are comfortable with Excel and utility billing systems. You will enjoy helping others get the most from their days work and be a leader of our culture and our ethos. You will be committed to ensuring your teams operate within ‘best practice’ to make sure your area provides industry leading support for our customers.
What will you be doing?
- Ensuring teams performance match overall objectives and strategies for the Operations Team
- Reporting and performance management against KPIs
- Being the Subject Matter Expert (SME) for our processes point of escalation for team members
- Identifying trends and opportunities for efficiency and improvement
- Work allocation to team members
- Managing payment exceptions and failures
What does good look like?
Essential:
- Experience of leading a team
- Experience of billing in a multi-utility environment; energy, water and/or council tax
- Strong performance management skills
- Candidates must be an advanced user in excel (able to use the following formulas: VLOOKUP’s, IF formula along with more basic formulas)
- Coaching skills with experience of developing teams
- Able to handle multiple datasets, analyse information and make data-led decisions
- A passion for helping people and fixing problems
- Ability to work in a fast-paced environment to a consistently high standard
- A team player
- Professional communication style both written and verbal; with confidence to discuss issues with site managers
- Familiarity with the energy industry
Desirable:
- Familiarity with Salesforce and Skybill are advantageous
- Familiarity with Stripe/Direct Debit processes
- Experience in a Collections/Payments function historically, in a similar industry at a Team Leader level
Benefits
Joining an incredible group of people, all on a journey to save the planet, why not? But really… the biggest reason people choose stay at Amber is down to our culture. We have a friendly, informal and relaxed culture, where you are encouraged to bring your true self to work day in, day out. We offer a flexible working environment meaning, you can work where, when and how you want to. We focus on output above everything else. Aside from this, we do also have our competitive benefits package… and not forgetting that we do have an unbeatable view from our Cardiff City Centre office, featuring a fully stocked bar, pool table and lots of plants!
- Private medical care
- Birthday day off
- Income protection
- Monthly, quarterly and annual social events! Click here to view more on our trip away for Amberfest!
- Enhanced primary and secondary caregiver scheme
- Loyalty vouchers
Here at Amber, we see diversity and inclusivity as a priority and we are always looking for individuals who bring something different to the team. We are an equal opportunity employer and we welcome applications from all backgrounds. We use blind sifting at application stage to support this, meaning your details are anonymised aside from your work and educational experiences.
About Amber
Amber grew from the belief that the utilities industry was ready for change. That businesses being overcharged and underserved by their consultants deserved better.
So we dedicated ourselves to providing a genuine alternative - and set about becoming a partner businesses could trust to look after their best interests.
About Amber
CEO: Raymond Shrum
Revenue: $5 to $25 million (USD)
Size: 201 to 500 Employees
Type: Company - Public
Website: www.amberlp.com
Year Founded: 1991
Amber
www.amberlp.com
La Porte, United States
Raymond Shrum
$5 to $25 million (USD)
201 to 500 Employees
Company - Public
Construction
1991
