Job Descriptions

About the Role

• Ownership and responsibility over the end-to-end Services Journey for Customer Operations
• Responsible for operational execution of Services Telesales performance
• Management of internal team members
• Promote a high-performance culture that values continuous improvement, business process automation and a focus on root cause analysis
• Own key Customer Operations controls at both local and group level, as they pertain to the Services Customer Journey
• Provide scheduled and bespoke reporting insights to evidence the effective operational management over all Services Journey processes (KPI’s and SLA’s)
• Work with our suppliers and outsourced teams to ensure optimal Services Journey performance
• Work with our Services department, suppliers, and outsourced teams to ensure all Telesales targets are being met and are in line with budget goals
• Chair and attend key supplier reviews, both weekly and monthly
• Oversight of our supplier SLA’s and KPIs as they pertain to Telesales Management and key Services processes
• Work in a leadership capacity to drive key projects or initiatives relating to the Services Journey
• Create and execute on business cases that yield material financial and growth benefits through the improvement of our Services journeys
• Present and communicate Services performance measures to senior leadership teams
• Manage the operations fulfilment of large group sales and tender wins (Services)
• Promote collaboration with internal departments, in particular working closely with the Services Department
• Support and deliver on all Journey elements within the Services Transformation programmes
• Own CTO (customer take-on) change as it relates to Services

About You

• You’ll have the ability to identify process flaws and or bottlenecks in the process and take necessary action
• Strong understanding of process improvement
• Effective communicator with confidence to question and challenge established ways of operating
• Good organisational skills and attention to detail
• Commercial acumen
• Advanced data and system experience
• Motivated self-starter with ability to work on own initiative
• Strong presentation skills

Bord Gáis Energy are committed to placing equality, diversity, care and respect at the heart of our policies and everyday practices. We encourage everyone to take part in our active employee networks, including the Women's network, Neurodiversity network, Carer’s network, and BRÓD, our LGBTQ+ network. We're proud of the work our networks and allies do to help us promote a culture of inclusion, empowering our colleagues to be themselves and do their best work. Our vision is to employ a diverse mix of people who reflect the societies we work in and the customers we serve, so we welcome applications from people of all backgrounds and perspectives.

Our Flexible First working model empowers our people to find a better balance between home and office working. You can enjoy the convenience of working from home combined with time spent onsite in a way that works for you, our customers, and our business. Our office is used as a place to connect and collaborate with colleagues, rather than your default place of work each day.

Here in Bord Gáis Energy we’re helping to create a more sustainable and inclusive future that supports our communities, our planet – and each other. The prevention of family homelessness in Ireland is an area where we believe we can make a real difference and through our partnership with Focus Ireland, we have been working on making this a reality since 2015. We encourage all colleagues to get involved in the partnership, with everyone receiving 2 days' volunteering leave to participate in initiatives or events supporting Focus Ireland.

Our Values

care | delivery | collaboration | agility | courage

Skills

• Presentation Skills
• Organisational Skills
• Self Starter
• Attention to details

Experience

• 1 year