Assistant Operations Manager

Are you looking for a new and fulfilling opportunity? We are looking for a passionate Assistant Operations Manager with the desire to provide a high quality, customer focused service within the Home Energy Scotland advice centre in South East Scotland. The service is at the forefront of tackling climate change and fuel poverty, delivering advice on energy efficiency, renewable technology and transport.

You will be an experienced people manager and trainer with a motivational coaching style that will inspire advisors and specialists across the whole team to perform to their full potential. You will have the ability to adapt your approach from 121 support to rolling out training to a diverse staff group delivering a range of services. You will drive delivery of excellent customer service, providing effective and high quality training to support the delivery of advice to a high volume of customers through an award winning multi-channel advice centre.

You will ideally have experience of leading the operational delivery of a digital contact centre with advisors providing excellent customer service via email, live chat and social media platforms. You will have the ability to work across multiple programmes and projects concurrently ensuring attention to detail is providing equally across all tasks.

You will work closely with the Operations Manager ensuring effective and efficient processes and systems are in place to support the whole centre to deliver on challenging targets and timings to a high standard. You will have experience of business reporting, CRM systems and the ability to communicate performance clearly across the team with a focus on continuous improvement.

We will provide you with a tailored training package including SQA-accredited courses in the services provided by Home Energy Scotland, City and Guilds in Energy Awareness and leadership and management training as part of your personal development.

Changeworks is a great place to work. We hold Investors in People Platinum accreditation (something only a few organisations in Scotland have), and we were nominated for employer of the year by the Edinburgh Chamber of Commerce this year. Our staff overwhelmingly would recommend us as an employer too.

The Climate Emergency has resulted in ambitious national targets to reduce carbon emissions from the built environment and reduce rates of fuel poverty. This has driven a significant increase in the number of pilot and large-scale interventions delivered by Changeworks and external organisations in this area. These include area-based domestic energy efficiency retrofit and decarbonisation projects and programmes.

We are a growing organisation, and this role is crucial to the delivery of our ambitious objectives. We want to decarbonise homes in Scotland on a massive scale, and that needs talented individuals like you to help us deliver on our objectives. You’ll receive full training plus coaching and mentoring.

We offer a wide range of staff benefits including flexible working, bike to work scheme, an excellent pension scheme and 26 days paid holiday plus 9 public holidays per year.

At Changeworks, we welcome and encourage applications from everyone.