Department/Group: SMS Installation

Reports To: Sales Director

Provide proactive support to growing sales team in order to help identify, engage and secure opportunities with energy suppliers.

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Department/Group: IT

Location: Glasgow

SMS Plc provide a completely integrated service from beginning to end, from project managing the installation of the gas and/or electricity supply and connection through to the procurement, installation and management of the meter asset, data collection and on-going energy management solutions. 

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Department/Group: Domestic Planning

Location: Newmarket/Doncaster/Glasgow

Reports To: Operations Support Manager

The role of the Operations Support Assistant is to plan all domestic metering works for engineers based in the South.

Typical duties include - 

  • Ensure effective on the day coordination of engineers to achieve maximum outputs - such as absence, call outs, workloads and escalating any issues to have an impact on maximum output.
  • Ensure effective communication with engineers, regional operations manager, planning manager and head office by being open and honest and ensuring processes are followed always.
  • Ensure all jobs are assigned to the relevant engineers within designated regional / client areas
  • Ensure engineers' schedules are efficient and achievable and driving is kept to a minimum
  • Work with your line Manager to ensure capacity is utilized

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Department/Group: Data

Location: Cardiff Gate Business Park

Reports To: Domestic Settlements Manager

Responsible to the Team Manager, the Settlements Coordinator will be required to manage the processing of industry standard data flows within the Data Services arm of our businesses and ensure that all information is present and correct.

The Settlements Coordinator is required to manage and resolve exceptions and regularly report on their progress. The Settlements Coordinator is also required to complete various other duties from the liaison with third Parties to the provision of internal and external reports to the management team.

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Department/Group: Legal

Location: Glasgow

Our Legal Department has an exciting opportunity for ambitious, hard-working commercially focused lawyers to join our Team of 4 solicitors and a paralegal. 

SMS is a leading Scottish based AIM listed PLC with offices throughout the UK. We are a diverse group of companies undertaking utility meter rentals, meter installation services, software development and energy services. This is an opportunity to get directly involved in legal support for a leading Scottish Company at the forefront of the UK Government’s mandated rollout of Smart Meters to every UK household and with a passion for carbon reduction technology.

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Department/Group: Meter Assets

Location: Glasgow

Reports To: Head of Commercial Finance

Typical Duties 

Reporting into the Head of Commercial Finance the Head of Asset Management will oversee the purchasing of metering stock to meet operational requirements whilst managing working capital. The role will also be responsible for managing the return of assets removed through the refurbishment or scrap process to return to useable stock.

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Department/Group: Field Operations

Location: Nationwide

Typical Duties 

About us: SMS Plc provide a completely integrated service from beginning to end, from project managing the installation of the gas and/or electricity supply and connection through to the procurement, installation and management of the meter asset, data collection and on-going energy management solutions.

We are now entering a period of significant growth. As a result of this, we are expanding our skilled Dual Fuel Engineering base, across the UK.

About you:

As a Dual Fuel Engineer, you should be capable of delivering an exceptional customer service experience to the SMS clients you engage with day to day, as well as being focused on the ongoing development of your technical and personal skills, to achieve your optimal performance.

You'll be a skilled communicator who is able to advise customers on the benefits of smart meters in a clear and coherent manner. You should also be confident in mentoring junior engineering colleagues on best practice technical excellence standards following their formal training. You'll be proactive, and always keen to find new and efficient ways to make your role safer and more efficient. You'll need to have a degree of flexibility to cover emergencies and help teammates with problematic jobs.

Qualifications:

You should hold the following relevant experience/qualifications:

  • Dual Fuel Smart Metering experience.
  • A proactive approach to pre-visit customer communication
  • Strong technical skills to deliver exceptional First fit levels
  • CMA1/CCN1, REGT1, MET1 and MET2 with relevant gas engineering experience
  • Level 2 Diploma in Smart Metering (Dual Fuel/Power) or Proof of Electrical Competence
  • An understanding of industry governance and compliance
  • A current, full UK driving licence.

Our Smart Energy Engineers are a vital part of our business and hold the highest quality technical skills, team players, positive, and focused on delivering the best customer experience. In return, we off a competitive starting salary, generous reward and recognition schemes, private pension plan, share plan and the opportunity to make an impact within a key part of the organisation.

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Department/Group: Gas Data

Location: Glasgow

Reports To: Gas Data Team Leader (Industry Flow)

Typical Duties 

Process and analyse inbound & outbound data to Industry and resolve queries. 

  • Process data to fulfill requirements for MAM Only, MAP Only &/or MAM+MAP (Full Service) requirements
  • Process and distribute RGMA file flows in line with business processes / requirements
  • Upload installation completions from FSM to Metis (&/or other system as used by the business) to meet industry SLA (D+2) for ONJOB distribution

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Department/Group: Operations Support

Location: Regional coverage, based in Newmarket

Reports To: Head of Operations Support

Typical Duties 

An inspiring and focused Leader is a required to motivate, develop and support a team of Operations Support managers.  The successful candidate will be working in a fast paced ever changing working environment with multiple priorities and targets.

• Responsible for managing the day to day work flow and data across the operation, to ensure that ineffective processes are identified, and quality controls are maintained to a high standard,
• Promoting a culture of continuous improvement and behaviors to create empowered, positive and engaged workforce.
• Drive productivity across back office workforce to maximize efficiency and meet all company targets including managing guaranteed standards of service (GSOS) and reporting of performance information as required


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Department/Group: Contact Centre

Location: Bolton

Reports To: Customer Experience Manager

Typical Duties 

To assist the Leadership team in the design and delivery of tailored implementation and communication plans, specific to the business and project delivery.  The role holder will develop a thorough understanding of the business and project development programme and support, where relevant, delivery of updated process flows, procedures, an effective communication and engagement plan to support the implementation of projects.

• Identify key change milestones and associated implementation and communication activities
• Based on the change plan fully support all business readiness activity including appropriate updates to process flows, procedures and relevant material for the contact centre.
• Identify opportunities and methods for successfully delivering communications to stakeholders


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Department/Group: Contact Centre

Location: Bolton

Reports To: Support Team Leader

Typical Duties 

The successful candidate will be working in a fast paced ever changing working environment with multiple priorities and targets. Supporting our clients by ensuring their customers are successfully appointed to receive a new SMART meter via inbound and outbound telephony contact.

• Contact customers with the aim to book appointments to fit new SMART meters
• Receive and service inbound customer queries
• Proactively communicate with your allocated engineers to ensure they are aware of any specific requirements
• Follow the abort process to ensure that any incomplete jobs are rescheduled and can be completed


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Department/Group: Contact Centre

Location: Bolton

Reports To: Contact Centre Manager

Typical Duties 

To assist the contact centre leadership team with real time performance management, intra day reporting, daily impact analysis, forecasting & scheduling of advisors.

• Supporting the leadership team with the daily running of the call centre, applying call centre strategies and identifying operational improvements.
• Ensuring the delivery of performance targets for speed, efficiency, appointment bookings and quality.
• Liaising with team leaders, operatives and third parties to gather information and resolve issues.
• Recording statistics and trends on performance levels of the contact centre.


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Department/Group: Operations Support

Location: Doncaster

Reports To: Regional Operational Support Manager

Typical Duties 

The Capacity Manager will be responsible for supporting operational teams in ensuring forecasts models are produced on a daily, weekly and monthly basis to ensure workload and staffing requirements are reflected accurately. You will ensure outstanding work outside KPIs is factored and plans in place to mitigate SLA failures whilst working closely with key stakeholders to execute and deliver SLAs in the most efficient manner

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Department/Group: Contact Centre

Location: Bolton

Reports To: Customer Experience Manager

Typical Duties 

Undertake call monitoring to ensure that we are delivering great customer conversations and meeting our compliance requirements, coaching and continuous improvement. Will support induction training and new start mentoring, alongside the development and alignment of training across the business. 

• Quality assess calls using quality framework to ensure great customer conversations are being delivered consistently.
• Provide feedback to Team leaders via an agreed cascade process
• Identify compliance failures and provide relevant information to leadership
• Provide coaching and support to advisors where failures have occurred.

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Department/Group: Contact Centre

Location: Bolton

Reports To: Customer Experience Manager

Typical Duties 

To ensure that all aspects of HSSE are adhered to and recorded. To assess DSE requirements and liase with appropriate parties where required. Provide contact centre with facilities support e.g. post, stationery ordering, front desk duties.

• Ensure all HSSE requirements are met and recorded appropriately.
• Align HSSE ways of working across the business
• Complete DSE assessments and work with relevant parties to deliver requirements.
• Provide first aid support where required
• Act as front desk point of contact for visitors, arranging appropriate access where required.


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Department/Group: Contact Centre

Location: Bolton

Reports To: Contact Centre Manager

Typical Duties 

An inspiring and focused Senior leader who will be accountable for day to day performance and development of 6 Team leaders. The successful candidate will be working with in a fast pace Contact Centre environment with multiple priorities targets and KPI’s to achieve. Reporting in to the head of contact centre the regional Contact Centre Support Manager will also be responsible for deliver strategic business goals.

• Ensure ALL Health & Safety and Environmental Regulations and company targets are achieved, promoting a high level of Health Safety and Environmental Management throughout the business
• Deliver and demonstrate process control and ensure performance management across all key operational metrics, deliver effective reporting on performance.
• Ensure optimal work management, together with forecasting and capacity management to meet variable workload demands and operational efficiency.
• Drive continual improvement to deliver ongoing BAU optimisation. Working with head of contact centre to embed new and efficient ways of working.


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Department/Group: Technical Assurance

Location: Field Based

Reports To: Technical Assurance Manager

Typical Duties 

This role is to provide support and technical knowledge, for the safe delivery of meter installation and asset management for assets in Domestic premises, by supporting the ongoing continuous improvement plan for field operatives. This is delivered through the provision of mentoring the field workforce and developing improvement plans for field operatives.

• Ensure ALL Health & Safety regulations and company targets are achieved, promoting a high level
of Health and Safety throughout the business
• Responsible for the coaching, development and performance of Technical Support Engineers
• Provide support and clear guidance to Technical Support Engineers to ensure the effective
gathering of incident investigation information
• Produce thorough, factual and impartial Technical investigation reports


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Department/Group: Technical Support Engineer

Location: Field Based

Reports To: Technical Engineer

Typical Duties 

This role is to provide support and technical knowledge, for the safe delivery of meter installation and asset management for assets in Domestic premises, by supporting the ongoing continuous improvement plan for field operatives. This is delivered through the provision of mentoring the field workforce and developing improvement plans for field operatives.

• Ensure ALL Health & Safety regulations and company targets are achieved, promoting a high level
of Health and Safety throughout the business
• Support the development of company e-learning training and amendments to procedures
• Responsible for delivering the “competency Assessment” process
• Mentor field work force and coach where necessary to deliver continual improvement
• Carry out initial fault/issue discussions with field engineers
• Self-maintain tooling and equipment to ensure all field force are compliant


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Department/Group: Contact Centre

Location: Bolton

Reports To: Head of Campaign Management

Typical Duties 

Working at our Bolton Contact centre, the Contact I&C (Industrial and Commercial) Campaign Manager is responsible for managing all customer campaigns and ensuring they deliver against the against the appointment bookings targets.
  • Designing, implementing and managing the campaign customer journey, ensuring it adheres to customers’ requirements.
  • Managing the acquisition of customer portfolio data in line with GDPR and gaining and then utiilising insight on the customer base to build a schedule of campaigns to achieve booking targets. 
  • Building and managing contact centre campaigns, ensuring campaigns are aligned with engineer capacity.
  • Monitoring and analyzing campaigns and customer journey touchpoints, making necessary changes to continually improve performance. 
  • This is a key role within the business that will help deliver a comprehensive I&C utility and energy management service to our client base. 


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Department/Group: Contact Centre

Location: Bolton

Reports To: Campaign Manager

Typical Duties 

As a Campaign Performance Analyst, you will be responsible for creating, developing reporting to support the day to day contact centre operations, this includes adherence, staff scheduling and intraday reports. 
Ensuring the dialler platform is providing the correct data to our call centre colleagues in real time and preparing data for future campaigns. 

Ideally you will have some experience working in both a data and contact centre environment. Naturally you will have great communication and with a keen eye for recognising opportunities to improve the way we work​.

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