Smart Metering Team Manager

## Smart Metering Team Manager Apply remote type:
Hybrid Working locations:
Snodland, Kenttime type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
July 6, 2026 (12 days left to apply) job requisition :
JR101138
*
* Summary:

** Reporting to the Smart Metering Manager, your purpose in this role is to strategically build, lead, manage, and coach the Smart Metering team. You will foster a high-performance culture, ensuring that you and your motivated workforce of smart metering experts deliver excellent customer service and first-time resolution of customer concerns and queries.

Your role is paramount in ensuring all household customer interactions (internal and external) are governed by strict quality standards, achieving targets for customer satisfaction, and maintaining commercial and budgetary alignment.
Your leadership extends to the oversight of critical operational tasks, including managing customer complaints and objectors, raising work orders, resolving meter exchange error jobs, and completing property analysis, while you drive continuous process improvement and compliance across your team.
***
* Main responsibilities:

***** Team Leadership and High-Performance Culture:
Lead, manage, coach, and develop the Smart Metering team to foster a high-performance culture, ensuring the delivery of excellent customer service and the first-time resolution of customer concerns and queries.
* Customer Governance and Commercial Alignment:
Ensure all household customer interactions (internal and external) are managed in strict adherence to quality standards, customer satisfaction targets, budgetary limits, and commercial awareness.
* Operational Management and Critical Task Oversight:
Oversee key operational tasks, including managing customer complaints and objectors, raising work orders, resolving meter exchange error jobs, and completing property analysis. This also involves making informed decisions based on available data, company strategy, and time constraints.
* Quality and Performance Improvement:
Drive continuous innovation and process improvements by utilising Management Information (MI) mechanisms to manage and enhance Customer Service performance.
* Process and Policy Refinement:
Proactively collaborate with stakeholders to review and improve business processes, policies, and procedures, maintaining a particular focus on customer needs.
* Compliance and Team Management:
Manage people in line with company policies and procedures, guaranteeing that all work executed by the team complies with regulatory and industry standards.
* Stakeholder Engagement and Expertise:
Build robust relationships and maintain effective stakeholder management, demonstrating strong commercial awareness. Maintain comprehensive, current knowledge of Customer Service practices and policies to provide expert advice and support to colleagues and stakeholders.
* Additional responsibilities may be assigned as the team evolves.
**** You'll need:*
* ** Skills / Qualifications / Experience
***** Educated to A level standard or equivalent with greater relevant experience.
* A qualification in Customer Service/Business Administration and/or a recognised management qualification e.g. ILM is desirable.
* Excellent verbal and written communication and coaching skills to positively influence colleagues (internal and external), customers and stakeholders to manage in a constructive, respectful and positive manner that supports ongoing development at individual, team and company level.
* Able to own, deliver and promote key business messages in a positive and consistent way.
* A deeply empathetic and customer-first mindset, with a passion for problem-solving and improving the customer experience.
* The ability to recognise when decisions need to be collaborated, elevated or delegated.
* To be able to adapt quickly to change.
* Good IT skills, preferably in Google.
* Ideally have previous demonstrable experience of managing people in a Customer Service environment.
* Demonstrable experience in developing and delivering customer service, operational or process feedback and upskilling.
* Direct experience in a customer support environment, including…