SMS
Operations Support Assistant
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Why choose us?
Choosing to work for SMS means choosing to make a difference. We are changing how businesses and consumers use energy for the better, helping achieve a greener, sustainable, and more affordable energy system for everyone. Through our range of innovative energy solutions, we are delivering the future of smart energy – working closely with private and public sector partners we are playing a critical role in transforming and decarbonising the UK economy by 2050.
What's in it for you?
- 25 personal holiday days per year (with additional 8 public holidays) increasing to 30 personal days after 5 years of service (includes options to buy and sell)
- Hybrid working options.
- Automatic enrolment onto our Employee Participation Scheme.
- Enhanced Maternity leave. Paternity and Adoption leave.
- 24/7 free and confidential employee assistance service.
- Simplyhealth plan offers a wide variety of benefits from cashback on everyday healthcare treatments like optical, dental and physio treatments. Discounted gym memberships and free 24/7 online GP.
- Life Insurance (4 x annual salary)
- Pension matching scheme (up to 5% of salary)
- Developing our people is important to us - we support and encourage development by offering internal and external accredited courses, secondments and study support.
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What's the role?
The Operations Support Assistant (Administration) plays a key role in supporting the day-to-day delivery of smart metering operations by providing efficient administrative and operational support to field teams, managers, and internal stakeholders. The role is responsible for ensuring that work is accurately coordinated, operational systems are maintained, and documentation is completed to a high standard, helping to ensure the safe, compliant, and efficient delivery of smart metering services.
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Working within a fast-paced environment, the Operations Support Assistant acts as a central point of coordination between engineers, subcontractors, customers, and support functions. The role involves managing operational data, monitoring work progress, resolving administrative queries, and contributing to the continuous improvement of operational processes while maintaining excellent customer service and compliance with industry standards.
This role is offered on a 40 hour contract, Monday to Friday, and hybrid working is available (2 days in office 3 days at home on average).
Key Responsibilities:
- Reporting directly to the Team Leader and Field Operations, working to achieve operational efficiency and maintenance of KPI’s.
- Ensuring effective communication via phone and email with engineers, management and suppliers.
- Answering enquiries for the regional areas within a reasonable time frame.
- Submitting accurate and timely reports as required.
- Effectively dealing with any queries, handling, and resolving customer complaints.
- Adhering to company polices in relation to Health, Safety and Welfare of yourself and others.
- Planning allocation of the installations with engineers.
- Coordinating engineers effectively to achieve maximum outputs.
- Monitoring live tracker to ensure engineers are on target with daily schedule.
- Managing job status via online system.
- Investigate all aborted jobs to ensure they are genuine.
- Escalating any issues to the operations manager to achieve job completion.
- Managing on the day emergency call outs and priority work within SLA’s.
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To be considered for this role, we would love you to have/be:
- GCSE qualifications or equivalent in English and Maths.
- Strong problem-solving abilities, attention to detail and reliability.
- Computer Literate, I.T skills, experience with excel/word/ CRM.
- Keen attention to detail, working accurately under pressure.
- Good written and verbal communication skills.
- Experience in a similar engineer/ logistics role with good geographical knowledge.
- Commitment to a satisfactory customer journey.
- Resilient and confident character, with a positive ‘can-do’ attitude.
- Ability to work well in a team.
- Good organizational skills and ability to manage workloads and priorities.
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