Official Specifications
Role Overview & Mandate
Executive Summary
Description As an Operations Team Leader for Community Utilities, you will have ownership for...
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Description
As an Operations Team Leader for Community Utilities, you will have ownership for the performance of a small team delivering the end-to-end operational administration of our billing solution.
In time, we will also be looking to expand the team to include payment exception management. We are looking for someone who is passionate, analytical and curious to help us keep our customers on track and ensure we’re acting fair and consistently when setting customer payments and managing any payment exceptions, including proactive collection of overdue outstanding balances. You will be committed to ensuring your teams operate within ‘best practice’ to make sure your area provides industry leading support for our customers.
What will you be doing?
- Ensuring teams performance match overall objectives and strategies for the Operations Team.
- Reporting and performance management against KPIs.
- Being the Subject Matter Expert (SME) for our processes point of escalation for team members.
- Identifying trends and opportunities for efficiency and improvement.
- Work allocation to team members.
- Managing payment exceptions and failures.
What does good look like?
Essential
- Experience of leading a team.
- Experience of billing in a multi-utility environment; energy, water and/or council tax.
- Strong performance management skills.
- To be an advanced user in excel.
- Coaching skills with experience of developing teams.
- Able to handle multiple datasets, analyse information and make data-led decisions.
- A passion for helping people and fixing problems.
- Ability to work in a fast-paced environment to a consistently high standard.
- A team player.
- Professional communication style both written and verbal.
Desirable
- Familiarity with Salesforce and Skybill are advantageous
- Familiarity with Stripe/Direct Debit processes
- Experience in a Collections/Payments function historically, in a similar industry at a Team Leader level
Why choose Amber?
Joining an incredible group of people, all on a journey to save the planet, why not? But really… the biggest reason people choose stay at Amber is down to our culture. We have a friendly, informal and relaxed culture, where you are encouraged to bring your true self to work day in, day out. We offer a flexible working environment meaning, you can work where, when and how you want to. We focus on output above everything else. Aside from this, we do also have our competitive benefits package… and not forgetting that we do have an unbeatable view from our Cardiff City Centre office, featuring a fully stocked bar, pool table and lots of plants!
- Private medical care
- Birthday day off
- Income protection
- Monthly, quarterly and annual social events! Click here to view more on our trip away for Amberfest!
- Enhanced primary and secondary caregiver scheme
- Loyalty vouchers
Here at Amber, we see diversity and inclusivity as a priority and we are always looking for individuals who bring something different to the team. We are an equal opportunity employer and we welcome applications from all backgrounds.
About Amber
Amber grew from the belief that the utilities industry was ready for change. That businesses being overcharged and underserved by their consultants deserved better.
So we dedicated ourselves to providing a genuine alternative - and set about becoming a partner businesses could trust to look after their best interests.
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