The THD Team Leader is responsible for the provision of day-to-day support of technical contact from meter technicians (e.g. faulty / lost / damaged equipment, polling and configuration of meters, smart meter scheming issues, etc) and for related back-office activity.

Reporting to the Service Delivery Manager, you will be responsible for ensuring all records and reports are updated and maintained and for identifying any risks or faults (e.g. during systems outages) and escalate where required. You will be expected to support the contract through participating in user acceptance testing to support system enhancements.

Working on a variety of administrative tasks as required to support the day-to-day operations and to provide excellent customer service, to both internal and external customers.

It is essential to note this role may require travel to attend Client and Contract Meetings.

As a Technical Help Desk Team Leader, your duties and responsibilities will be:

• Act as a focal point for key internal and external stakeholders, providing responses to their queries, directing and escalating these to the Business Solutions team when needed.
• Ensure key tasks from management are completed against agreed timescales and escalate as appropriate.
• Assist in the integration of new processes and initiatives and deliver continual improvement.
• Repair technician’s mobile phones and HHUs and work with IT for other data fixes.
• Technical contact for field operations (e.g. supporting smart meter scheming issues etc.).
• Work with the Assets and Logistics Manager to ensure all equipment is documented and tracked effectively to ensure that there is a robust method of tracking all assets that are the responsibility of the team (e.g. mobile phone, HHUs, PSUs etc.), ensuring compliance with industry regulations and to enable these records to be presented during annual audits.
• Identify areas for improvement in processes and behaviours to enable ongoing benefits, aligned with the culture of Operational Excellence.
• Participating in user acceptance testing to support systems enhancements.
• Making day to day decisions on delivery of agreed solutions – will be required to escalate where deliverables are outside of agreed tolerances e.g. time, quality, safety and cost.
• Maintain effective working relationships with all colleagues and contribute to a working environment that is considerate and supportive to all.

• Excellent verbal and written communication skills plus excellent numerical skills.
• Highly developed personal organisation skills encompassing a high degree of accuracy and good attention to detail.
• Excellent use of Microsoft Office applications, particularly in Microsoft Excel.
• Drive, enthusiasm, and ability to work under pressure to tight deadlines.
• Strong Leadership skills, including performance management and coaching.
• Commitment to driving a culture of safe working and personal responsibility.
• Ability to exercise initiative, judgement and to make decisions within the scope of the role.
• Ability to prioritise work effectively and to assume responsibility without direct supervision.
• A professional and flexible approach to work and supportive of change.
• Be proactive in looking for opportunities to improve processes and eliminate waste.
• Customer Focus - Delivering great Customer Service

.What’s in it for you?

• 25 days annual leave + 8 days bank holiday
• Pension scheme
• Life Assurance