Apply directly to jobs in best companies
Search Companies / Jobs
Schedule, Refinement & Dispatch Manager at OVO
London, United Kingdom
Job Descrption
• Top 3 qualities for this role: Communication. Organisation. Resilience,
• This is an important role that requires specialist skills in the overall delivery of all end-to-end member outcomes and high quality services delivering to time, cost and quality for your region,
• If you can thrive and succeed in an environment that will require you to manage the conflicting demands and tensions of a busy field operation there is plenty of opportunity to make a difference,
• Are customer service driven, highly organised, works effectively with internal and external stakeholders and has the ability to shift gears at a moment's notice,
• They enjoy the challenges of developing and improving processes in a dynamic organisation,
• They have exceptional written and verbal communication skills, superior attention to detail, and the ability to prioritise their own schedule is imperative,
• Being flexible by demonstrating appropriate leadership styles and adapting communication to match... the situation and audience,
• Investigation training with experience of conducting event reviews and information gathering,
• Demonstrates an ability to deliver desired customer outcomes that drive value to OVO,
• The ability to use data to inform decisions and take appropriate action,
• Committed to high quality customer care and customer experience,
• Respectful to and able to promote equality in opportunity, employment, and service delivery,
• Committed to continuous professional development and personal growth,
• Able to ensure care of one's own health and wellbeing to promote improvements to physical and emotional wellbeing
What the job involves
• This role in 3 words: Dynamic, Ownership, Ingenuity,
• We want you to build and develop your team of Schedule Refinement & Dispatch Specialists, so they are empowered, engaged and motivated to set their own direction, agree goals and objectives that align to the wider Field Services objectives and goals and ensure the effective and swift resolution of escalations,
• Accountable to a National Schedule Refinement & Dispatch Manager for creating and developing your team to be capable, motivated, resilient and engaged. Leading and managing a team of operational staff. Being a role model and highly visible leader; demonstrating OVO values and adapting communication and style to match the situation and people involved. Managing the performance of individuals and teams effectively and consistently in line with management expectations,
• Ensure sufficient Schedule Refinement & Dispatch Specialists are available to deliver desired service, within budget, by planning and agreeing rosters with staff, authorising time-off, taking a genuine interest in team morale, wellbeing and development goals,
• Onboarding new team members, ensuring they have got the necessary training, equipment, access to tools & information and knowledge to make a positive difference,
• Formally review SRD related performance indicators daily. Arrange reviews that highlight successes, areas for improvement, remedial action required by engineers, Team Managers, Operational Excellence team or other areas within Field Operations and agree next steps. Keep the National Schedule Refinement & Dispatch Manager updated on progress,
• Deal with matters raised under escalation and customer complaints, working to solve customer challenges and eliminate all sources of delay to meet the timescales that customers have been promised, in line with business goals and targets,
• Primary interface with Team Managers, Regional Performance Managers and Operational Excellence Manager to provide expert service assurance and a conduit for resolution of issues that undermine hitting defined targets,
• Work with the National Schedule Refinement & Dispatch Manager and Operational Excellence Manager to agree which changes need to be embedded in your team to make things better for our engineers and members. Own embedding those changes in your team and regularly review the benefits the changes have made,
• Be proficient in interpreting and applying performance data to gain a reliable picture of individual and organisational performance and take timely action to address any performance concerns identified,
• Provide assurance of Schedule Refinement & Dispatch processes to deal with the unexpected and test business continuity plans to minimise disruption should people, location, systems or processes become unavailable with little or no notice,
• Lead and drive the negotiation/resolution of complex service management issues, expressions of dissatisfaction or complaints, reaching the best outcome possible,
• Maintain awareness of internal and external activities and events, ensuring timely impact assessments to inform planning and jeopardy processes,
• Effectively connect with all stakeholders in the delivery of projects and services,
• To take reasonable care for your own health and safety and that of others who may be affected by the actions of Schedule Refinement & Dispatch,
• Reporting to: Simon Clarke, National Schedule Refinement & Dispatch Manager
Complete form below to directly Send your CV / Linkedin Profile to Schedule, Refinement & Dispatch Manager at OVO.
@
