Service Operations Lead

Discipline: Standard

Job type: Permanent

Job ref: 010802

Published: about 2 hours ago

Correla are looking for a Service Operations Lead to join our team.

Salary: Up to £57,000pa (advertised salary achievable for a candidate fulfilling all role criteria)

Job Type: Permanent

About Us

In March 2021, Correla was created, as an independently owned business to bring in private investment to fuel innovation in the centre of the energy market and beyond.

Correla is derived from correlation, because we’re all about exploring and enhancing relationships between data, people, and processes. Our SaaS products and Managed Service solutions combine to power industry innovation, simplify an increasingly complex market, and deliver cost and operational efficiencies.

Our goal is to support industry transformation, to move to a net-zero future and to positively impact the end-consumer.

About the Role

• Lead Incident Management service, ensuring processes are consistently applied, service performance is maintained and continuous improvement opportunities are identified and delivered.
• Lead and coordinate Major Incident response, ensuring timely engagement of technical resolver teams, effective stakeholder management and restoration of service with minimal business impact.
• Lead L1 teams, including a customer enquiry telephony service, ensuring timely, effective support and resolution for consumers and clients in line with agreed service levels, customer expectations and business productivity needs.
• Manage relationships with third-party service providers, ensuring service performance, accountability and continuous improvement, with a focus on delivering value beyond SLA compliance.
• Drive the development of self-service and digital engagement capabilities, reducing avoidable contact, improving customer journeys and creating operational efficiencies.
• Ensure effective communication during Major Incidents, providing timely, accurate and clear updates to customers, senior stakeholders and leadership,
• Participate in the Major Incident Out of Hours (OOH) rota once fully trained and competent, providing operational leadership and coordination outside normal business hours. An additional allowance is provided upon joining the rota in recognition of this responsibility.
• Support Service Transition activities, ensuring new, changed or retired services are effectively embedded into Customer Contact and Incident Management processes.
• Continuous Improvement Participate in the wider development of Service Management processes utilising the ITIL framework. Such as Service Request Fulfilment, Problem and Change Management.
• Identify opportunities to improve service quality, practices, tooling and ways of working, contributing to a culture of learning and continuous improvement

About You

• Customer Insight – understand consumer needs and shape service experiences across telephony, digital and service desk channels.
• Process Governance – own and improve incident, request and customer contact processes to ensure consistent outcomes.
• Supplier Management – manage third party providers effectively, holding them accountable for performance and service quality.
• Leadership and People Management – motivate and develop a multi-skilled team to deliver excellent customer and incident management services. *
• Analytical and Problem Solving – use incident and contact data to identify trends, drive improvements and reduce repeat issues.
• Communication and Stakeholder Engagement – provide clear, timely updates that build trust in service delivery.

What We Offer

• Locate for your day
• Uncapped annual leave
• 5-10% Pension Contribution
• Private Healthcare
• Up to 26 weeks’ full pay equal parent leave
• Wellbeing Services
• And more!

At Correla, we are committed to working towards being a more diverse and inclusive workplace where our people can truly be themselves. We recognise the benefits of having talented people from a range of backgrounds and cultures who bring different perspectives, life experiences and diversity of thinking.

Our aim is to attract and retain the very best diverse talent to help create an exciting, innovative, and successful business that enables us to deliver an exceptional experience for our customers. We would therefore like to encourage applications from people with varied skillsets and experience and from different backgrounds and sectors to help shape our future.

Correla is an Equal Opportunities Employer. We believe in equality of opportunity regardless of race or racial group, ancestry, place of origin, ethnicity, sex, sexual orientation, gender identity, gender expression, gender re-assignment, age, record of offences, marital/civil partnership status, family status, pregnancy, maternity and paternity, religion/belief or disability. We promise that your opportunity for employment with us depends solely on your qualifications and relevant experience.