Contract Type
Contract Type
Full Time
Currently work from home - transitioning to Chorley office


As Team Manager you will be responsible for managing a team of Operational Analysts. Having overall responsibility for the work delivered by your team, you are required to manage, nurture, grow & support efficiencies in the Operation; to effectively manage day-to-day workload & operational performance to ensure service levels are met, and to ensure that ESG’s customers receive excellent customer service.

You will work directly with customers and will build up, maintain and expand their detailed industry knowledge of the processes required and exceptions incurred when managing a metering operation.

Description of responsibilities

  • Responsible for delivery of service to customers within SLA for all contracted service elements
  • Managing and prioritising requirements against industry, customer and internal expectations within Service Levels
  • Provide a point of escalation internally and externally
  • Management of relationships with Managed Service clients, taking responsibility for weekly operational calls where required and providing excellent customer service
  • Participate in Monthly Service Reviews, supporting Account Management and Service Delivery Management where required
  • Responsible for ensuring processes are completed in line with agreed documentation and evidenced as required by regulatory audits
  • Developing detailed industry knowledge and interpreting industry requirements
  • Identifying new opportunities resulting from industry process, and business requirement changes
  • Responsible for managing and developing the team
    • To manage the deployment of resources throughout the team
    • To motivate through coaching
    • To deliver feedback and support individual development to maximise performance.
    • Keeping up to date with team’s progress and workload, providing reports and updates into your manager
    • Ensuring that resource is deployed effectively within the team to manage workload, highlighting risks and constraints as needed, working with your manager to resolve these
    • Responsible for the development of individual team members
    • Management inline with company policies
  • Take responsibility for the work you and your team produces
  • Working with your team, peers and management to drive continual service improvement and efficiencies in the operation
  • Be flexible in your approach to the role and task completion and when applicable ‘step in’ or ‘step up’ to other roles/positions that may need support
  • Comply with internal systems, procedures and processes and ensure that the team comply with these