Area Operations Support Manager
Location: Cardiff
Salary: £38,000 per annum
Hours: Monday - Friday, 40 hours per week
Multitask Personnel is proud to partner with a leading utilities provider specialising in the supply, installation, and maintenance of gas, electric, and SMART meters. The company offers a fully integrated service, from project management of gas and electricity supply connections to meter procurement, installation, and ongoing energy management solutions.
We are currently seeking an Area Operations Support Manager to join the Cardiff office. This role involves leading and developing the Operational Support Team to ensure excellent customer service and operational performance across resource planning and jeopardy management.
Key Responsibilities
• Assist the Operations Manager in delivering contracts within specified parameters, quality standards, and budget constraints.
• Collaborate with internal departments and external service providers to ensure seamless execution of operational plans.
• Act as the primary escalation point for daily operational and management issues.
• Oversee the performance, objectives, and development of the Area Operations Coordinators.
• Coach and develop the team while ensuring KPIs are met.
• Forecast support ratios for Operational Support Advisors.
• Maintain and deliver training materials, ensuring effective training processes.
• Support team members in creating development plans, fostering continuous improvement.
• Manage complaints across all customer journeys, developing customer insight methodologies.
• Monitor and report on GSOS compliance, ensuring weekly reviews.
• Define and implement strategies for planning and scheduling operational tasks.
• Support the Operations Manager and Account Directors in sales activities as needed.
• Perform other relevant duties as required.
Skills & Experience
• Proven management experience in a corporate environment.
• Background in developing and managing client portfolios.
• Strong leadership and people management skills.
• Expertise in scheduling, reporting, and team performance management.
• Proficiency in Microsoft Office and relevant software.
• Excellent communication and relationship management skills.
• Ability to work effectively under pressure while maintaining professionalism.
• Strong analytical skills with the ability to assess risk and make informed decisions.
Company Benefits
• Holiday entitlement: 25 days plus 8 bank holidays, increasing to 30 days after 5 years of continuous service.
• Company sick pay: Available after 6 months of service, with an enhanced benefit based on length of employment.
• Medicash scheme: Claim back costs on everyday healthcare, including eye tests, physiotherapy, and dental treatment.
• SMART Health service: 24/7 online GP access and a range of health and wellbeing services.
• Share Incentive Plan: Become a shareholder in a tax-efficient way after 6 months of employment.
• Pension scheme: Automatic enrolment into the company pension plan, with up to 5% employer contribution.
• Life cover: 4x annual salary paid to your next of kin in the event of your passing.
• Enhanced maternity/adoption pay: Subject to qualifying criteria.
• Employee Assistance Program: 24/7 confidential support service.
• Refer a Friend scheme: Earn £500 for successful referrals.
• Service awards: £250 cash award at 5, 10, 15, and 20+ years of service.
• Discount schemes: Access to Dell Advantage, gym memberships, and high street discounts.
• Cycle to Work scheme: Up to £2,000 towards a new bike (subject to probation period).
• Season Ticket Loan: Annual travel ticket loan, repaid over 10 months (subject to probation period).
How to Apply
To apply, please send your CV to f.tune@multitaskpersonnel.co.uk or call Faye on 01709 820102.