Multi Occupancy Delivery Lead

Description

• Manage both virtual and in-person regular meetings with customers and contractors as required.
• Contribute to continuous improvement of operational workflow and end-to-end delivery processes.
• Work closely with internal and external scheduling and delivery teams to ensure that any issues during delivery are proactively communicated to customers and proactively managed as per agreed SLAs.
• Identify opportunities to improve process efficiency and nominate these through to management.
• Work closely with internal and external data quality teams to ensure that data is delivered accurately, and on time, and that any issues are proactively communicated to customers and proactively managed as per agreed SLAs.
• Prepare and present regular reporting and performance metrics to customers as required.
• Respond quickly to, and manage, day to day issues that arise as per agreed SLAs ensuring they are resolved quickly and first-time round.
• Work closely with customers to identify opportunities for growth and development and seek and act on feedback to grow and capture value for customers and Intellihub alike. This includes all opportunities for appropriate products and services to compliment core electricity metering.
• Develop and maintain project pipelines with onboarded customers.
• Closely manage relationships with onboarded customers to grow share and minimise churn whilst delivering service levels as per the agreed KPIs.
• Work closely with internal operations teams to ensure that ordering is quick and easy and that orders are accurate and prepared and scheduled for delivery in a timely manner as per agreed SLAs.
• Provide support and input into development of systems.
• Promote a safe and healthy work environment and contribute to continual improvement in quality and performance at Intellihub by complying with all relevant policies and procedures.

Requirements

• 3+ years proven experience in embedded markets managing customer experience.
• Tertiary qualifications in Engineering, Business, Sales, Marketing, or a related field.
• Numerate / able to produce statistics and business reports for internal and external use.
• Can-do attitude and willingness to take on new challenges.
• Proven experience in managing the end-to-end journey with an ability to strongly influence others to support you in delivering an outstanding experience at every touch point.
• Highly proactive, tenacious, adaptable, and resilient.
• Proven ability to develop processes and train others in workflows.
• Can demonstrate the ability to remain calm, tolerant, and professional in a stressful and demanding environment.
• Self-confident with high level of personal impact.
• Highly customer focussed, ensuring issues are managed proactively and quickly when they arise.
• Strong organisational and prioritisation skills.
• Can demonstrate excellent problem analysis and problem-solving skills.
• Excellent written, verbal communication skills.
• Ability to identify process gaps and undertake root-cause analysis to ensure mistakes/issues are not systematic.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance