Performance and Optimisation Manager
Department:Customer Support
Employment Type:Full Time
Location:London
Reporting To:VP of Customer and Performance
Description
Leading the way in electric vehicle charging, we've been at the forefront of adoption in the UK since 2009. With over 250,000 charge points installed so far, out of a total of 1 million in the UK, we make EV ownership simple and affordable.
Partnering with top automotive brands like Mercedes, Jaguar Land Rover, BMW and Kia, as well as energy leaders such as EDF and Centrica, we’ve earned accolades such as the 'Which? - Trusted Trader' award and 'Best for Value, Home EV Chargers - What Car?'
With our international expansion, we aim to transform the EV charging landscape not just in the UK, but now across Europe.
Our Ways of Working
We’re all about flexibility, community and a healthy work-life balance. Our hybrid model offers a 'best of both worlds' approach combining the best parts of home and office working. When you'll be in the office depends on your role, but you can expect to work from our London office between 8-12 days per month.
To support this, the successful applicant should be within a reasonably commutable distance to our office (Gray's Inn Road, London, WC1X 8HB).
Join the EVolution:
You will play a key role in overseeing the strategic planning, performance tracking and continuous improvement initiatives across our operations department - with a focus on Customer Experience.
You’ll also be responsible for:
- Mentoring and developing a high-performing team of analysts and continual improvement specialists.
- Providing actionable insights and recommendations to senior management to optimise customer experience and operational efficiency.
- Championing a culture of continuous improvement by identifying and implementing process improvements.
- Providing reports to senior leadership on performance metrics, trends and improvement initiatives, presenting this where necessary.
- Ensuring that recommendations for process improvements are aligned with the business objectives.
Electrify us with your skills:
We think the role would be great for somebody who has previously worked in a senior management role within a customer service or contact centre environment, as well as someone with:
- Experience with field & supply chain operations would be advantageous.
- In-depth knowledge of performance management, process optimisation and continuous improvement methodologies (e.g. Lean, Six Sigma, Kaizen).
- Expertise in data modelling, data engineering, data analysis, using performance analytics tools and reporting software (e.g. Excel, G-Sheets, Python, Power BI, Tableau).
Perks that spark joy:
- Flexible hybrid working model.
- Work abroad for up to 20 days per year.
- Salary Sacrifice EV Scheme and free Pod Point.
- Access for you and up to 5 family/friends to the 'UnMind' wellbeing platform.
- Family & friend discount scheme.
- 25 days holiday (plus Bank Holidays).
- Very generous parental and family leave.
- Pension scheme with a 4.5% matched contribution.
- Eyecare scheme.
- Life insurance covering up to 4x your annual salary.
- Virtual GP provided by HealthHero.
- Employee Assistance Program.
- Free Mortgage Advice.
- Discounted Gym Memberships.
- Cycle2Work Scheme.
Important Information:
You must have the legal right to work in the UK. We celebrate diversity and encourage applications from all backgrounds. Your privacy is important to us, all information shared will be handled according to ourCandidate Privacy Notice.
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