Delivering what we promise

About The Role
 

A bit about the role…

As a Scheduling Manager you will proactively maintain a high level of organisation while managing and motivating a team. The role requires assertiveness to ensure activities are assigned and closed down effectively.

You will play an essential part in the Smart Metering service we operate on behalf of our clients. This role includes both inbound and outbound calls, supplier and customer facing contact, and emergency calls from customers that require immediate attention and escalation.

To be successful in this role you must be able to understand the inner workings of the Technical departments you work alongside and ensure synergy at all times. 

Key Responsibilities for this role…

  • Monitor meter work schedule
  • Monitor and report on meter worker attendance, scheduling and other issues
  • Receive escalated issues from reporting staff
  • Daily monitoring and accountability checks on reporting staff
  • Handle escalated priority conflicts
  • Analytical decision making on further escalations
  • Liaise with on-boarding and training team
  • Work in collaboration with field management

What you’ll bring to the role…

  • Demonstrable experience and understanding of people management processes and procedures
  • Strong motivator and people manager
  • Highly organised and able to prioritise
  • Good judgement and able to make good decisions in limited timescales
  • Exceptional telephone manner
  • Assertive when required
  • Thrives on achieving targets
  • Analytical
  • Strong problem-solving abilities
  • Previous team leader experience in a contact centre environment.

What we can offer you…

  • 25 days holiday + 8 days bank holiday
  • Access to employee assistance programmes
  • BUPA and Healthcare Fund
  • Annual bonus (subject to performance)
  • Discounts with national retailers
  • Eye care vouchers
  • Mobile Phone Discounts
  • Reward & Recognition Scheme
About The Company
M Group Services Energy Retail Division is proud to be one of the UK's largest utilities support organisations – and we’re still growing, with some exciting times ahead. We pride ourselves on being award-winning and recognised for our diligence, customer service and expertise.

We are part of M Group Services, a £1.4 billion turnover business, with a wide and diverse field of operations that regularly presents opportunities for growth. We work with our clients and partners to ensure we keep abreast of industry developments and remain at the forefront of progress. We have been one of the Times 100 Top Track Companies for the last three years running.