Operations Support Assistant

Why choose us?
Choosing to work for SMS means choosing to make a difference. We are changing how businesses and consumers use energy for the better, helping achieve a greener, sustainable, and more affordable energy system for everyone. Through our range of innovative energy solutions, we are delivering the future of smart energy – working closely with private and public sector partners we are playing a critical role in transforming and decarbonising the UK economy by 2050.
What's in it for you?
25 personal holiday days per year (with additional 8 public holidays) increasing to 30 personal days after 5 years of service (includes options to buy and sell).
Hybrid working options.
Enhanced Maternity and Adoption leave.
24/7 free and confidential employee assistance service.
Medicash health plan offers a wide variety of benefits from cashback on everyday healthcare treatments like optical, dental and physio treatments. Discounted gym memberships and free 24/7 online GP.
Access to our Share Incentive Plan which allows you to become a shareholder in a tax-efficient way and benefit from the success of the company.
Life Insurance (4 x annual salary).
Automatic enrolment into the Company Stakeholder Pension Scheme (following 3 months continuous employment).
Developing our people is important to us - we support and encourage development by offering internal and external accredited courses, secondments and study support.
What's the role?
SMS are looking for an experienced Operations Support assistant to support our engineering resource in the fitting of assets. This is a customer focussed role aiming to ensure engineers visit the customers within the allocated times. The successful applicant will support engineers in a specified geographical region and will maintain communications with engineers to ensure a quality service.
Key Responsibilities:
Reporting directly to the Team Leader and Field Operations, working to achieve operational efficiency and maintenance of KPI’s.
Ensuring effective communication via phone and email with engineers, management and suppliers.
Answering enquiries for the regional areas within a reasonable time frame.
Submitting accurate and timely reports as required.
Effectively dealing with any queries, handling, and resolving customer complaints.
Adhering to company polices in relation to Health, Safety and Welfare of yourself and others.
Planning allocation of the installations with engineers.
Monitoring live tracker to ensure engineers are on target with daily schedule.
Managing job status via online system.
Investigate all aborted jobs to ensure they are genuine.
Escalating any issues to the operations manager to achieve job completion.
Managing on the day emergency call outs and priority work within SLA’s.
To be considered for this role, we would love you to have:
GCSE's in English and Mathematics.
Strong problem-solving skills, attention to detail and be reliable.
Strong computer literacy, IT skills and proven experience with Microsoft Office/Excel.
Experience in a similar engineer/logistics role with good geographical knowledge.
Strong customer service skills.
A resilient and confident character, with a positive "can-do" attitude.
Strong interpersonal skills, and can build relationships quickly and effectively.
Good organisational skills, and the ability to manage workloads and priorities.

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