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Echo Logo

Field Operations Manager

Walsall, West Midlands

Closing date November 26th 2021



1 Position Available

Key Responsibilities:

  • Performance manage the Field Agents to optimise Field productivity and performance
  • Develop Field Agents to optimise performance
  • Lead the development of new Field Strategies to increase the value and diversity of Field Operations
  • Provide relevant stakeholders with meaningful MI
  • Lead on Health and Safety for the function
  • Liaise with stakeholders to establish efficient processes to ensure accurate capture of property, customer and meter details
  • Provide technical expertise/knowledge to assist in the resolution of internal/external customer complaints/queries or problems
  • Develop efficient measured processes & procedures to ensure cash flow across Meter Options, Time Expired Meters, Change of Occupier, DG8/DG6
  • Co-ordinate the provision of management information & KPI reports
  • Ensure accurate meter reading upload and extracts are completed to department SLA’s
  • Liaise with IT/MR to co-ordinate specification and implementation of ad-hoc system/data reports
  • Establish and maintain working procedures to ensure MR teams support compliance with DG6 & DG8 reporting requirements
  • Proactively keep up to date with market compliance to maintain and adhere to required measures and standards
  • Develop and communicate key internal /external levels of service and associated performance monitors
  • Provide leadership, guidance and support to the direct team.
  • Engage and motivate team members to achieve departmental objectives
  • Organise the resources of the department.
  • Plan and conduct regular 1-2-1 meetings with direct reports.
  • Manage absence, capability, discipline and grievance matters.
  • Identify training needs and ensure that these are addressed, met and evaluated.
  • Conduct routine quality audits of individual/departmental activity.
  • Produce and co-ordinate implementation of efficient policy & procedures and documentation of work instructions.
  • Develop and deliver new & existing PPS’s applicable to MR within the business.
  • Liaise with teams & IT to facilitate coordinated monitoring and on-going improvement of MR systems/process.
  • Identify process improvement and be responsible for creating and initiating continuous improvements.
  • Co-ordinate team meetings to review systems/process issues.


  • Experience of leading and performance managing people (min 1 year)
  • Ability to quickly learn new systems and processes
  • Ability to lead a safe working environment
  • Self-starter, problem solver
  • Utility industry experience an advantage but not essential
  • Strong communication skills, with an ability to engage others, demonstrate active listening and proficient in the art of negotiation
  • A people-focussed Manager, with an intuitive understanding of others
  • A self-motivated and forward-thinking visionary with an understanding of how goals and objectives can be achieved
  • Team oriented and experience of building cohesive and energetic teams.
  • Resilient and professional with the ability to deal effectively with challenging staffing issues
  • Market Compliance


  • Excellent written and verbal communication skills, both with internal and external customers.
  • Ability to continuously learn new processes and develop appropriate skills.
  • A level of numeracy and literacy which includes the ability to work with contact centre statistics and report on these to management.
  • Ability to organise and prioritise own workload.
  • Flexible and creative approach to problem solving.
  • Ability to work independently and make effective decisions.
  • Ability to delegate effectively.
  • Understanding to the need for confidentiality and compliance with service regimes.
  • Ability to work under pressure and to deadlines.
  • Excellent organisation skills
  • Flexible
  • Approachable
  • Results focused
  • Innovative

Personal Characteristics:

  • GCSE or equivalent in English & Mathematics

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