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Continuous Improvement Manager

  • Location: London, United Kingdom
  • Salary: £35,000 - £40,000 per year
  • Job Type:Permanent

Posted 15 days ago

  • Sector: Customer Contact
  • Contact: Natasha Copitch
  • Contact Email: ncopitch@merje.com
  • Expiry Date: 05 October 2021
  • Job Ref: NC/17964

·         Drive the smart meter rollout and deliver targets aligned to the smart strategy and regulatory mandates.

·         Coordinate multiple campaigns according to tailored contact strategies, and ensure delivery is in line with the business smart strategies and regulatory mandates from Ofgem, SMICoP, BEIS.

·         Support the SMETS2 smart metering uptake for SME customers, by working with the Marketing Team and PMO to develop and implement campaign variations.

·         Maintain close contact with the 3rd party meter operators to ensure they deliver on their SLAs of customer contact and successful installations.

·         Support/facilitate campaign reporting in line with business requirements.

·         Produce and analyse data and reports to support operational decisions, including demand forecasting.

·         Manage the process for ensuring customers are eligible for smart meter.

·         Managing the end to end smart meter customer journey, ensuring a smooth installation process for both new and existing customers.

·         Champion new processes and ways of working across the team.

·         Support the Head of Metering to grow the team and create an environment where people want to work.

·         Lead a high-performance team, developing talent and addressing under-performance through supportive performance management.

·         Ensure all team activity complies with all regulatory standards, GDPR and quality policies.

·         Act as a role model for our core values, developing processes and rewarding behaviour in line with these.

Skills, experience & Qualifications

·         Need to have smart meter experience

·         Experience within a customer focused transformation role with exposure to project management activities.

·         Understanding of smart appointment booking strategy and Field Utilisation.

·         In depth knowledge of smart metering processes and regulation.

·         Strong marketing skills.

·         Creating and maintaining strong relationships with key stakeholders including 3rd parties.

·         Ability to interpret and interrogate multiple data sources and complex data tables to quickly identify and understand the root cause of issues and solutions.

·         A proven track record of delivering results in a fast-paced environment, robust and resilient when handling multiple deliverables

·         Excellent time management and prioritisation skills.

·         Drive and motivation to deliver against targets.

·         Strong influencing and stakeholder management skills with the ability to collaborate with various teams to build consensus.

·         Ability to constructively challenge the ‘status quo’ with recommendations for improvements.

·         Passionate about developing the team for continuous improvement.

·         Excellent attention to detail