Process Expert

Process Expert
 

Are you a problem-solver who thrives in a fast-paced environment? Do you have a passion for delivering outstanding customer experiences and driving real improvements? If so, we want you on our Metering Operations team!
 

The Opportunity
 

As a Process Expert, you’ll play a vital role in quickly resolving meter faults for our EBS customers while improving processes and creating innovative solutions. You’ll be a go-to expert for complex metering, appointments, and customer service, helping to streamline operations and enhance the customer journey.
 

Pay, benefits and culture
 
Alongside a salary of £27,182, potential to earn 3% bonus, 25 days holiday plus bank holidays and a market-leading pension scheme, your package will include a range of benefits, from the big and formal to the small and personal.
 

We’re talking about everything from enhanced parental leave to electric vehicle leasing, health insurance to product discounts, critical illness insurance to technology vouchers, gym membership to season ticket loans. 
 

At EDF UK, we embrace flexibility while recognising that everyone's working needs are different. Whether you're in our office spaces, on site, or working remotely, we promote an environment that supports collaboration, connection, and comfort. No matter where you are, our priority is to make sure you feel safe, valued, and celebrated.
 

Here, we do right by each other and everyone’s welcome. We’re on an action-oriented journey, championing equity, diversity, and inclusion. We’d like our future workforce to have an equal gender balance, represent a broad mix of people from minority ethnic backgrounds, LGBTQ+, those with a disability and supporting social mobility. The team usually meet up at the office in Hove once a month, the rest of the time you can work remotely or go into the office as you wish.
 
We’re a disability confident employer and we’ll do all we can to help with your application. Please let us know if you need to request reasonable adjustments.
 
We take pride in fostering a dynamic and inclusive environment, where the diverse backgrounds and experiences of our employees drive fresh thinking and innovation. We understand that success means different things to different people. We believe there are multiple definitions of what it means to succeed. That’s why we support you to pursue a career that’s unique to you. Because success is personal.

What you’ll be doing 
 

As a Process Expert in Metering Operations, you'll play a vital role in ensuring a smooth and efficient customer experience. Your expertise will help drive improvements, resolve issues, and shape best practices across the team. 
 

Your key responsibilities will include:
•    Solving Metering Challenges – Lead the rapid resolution of meter faults for EBS customers by improving systems and streamlining front and back-office tasks.
•    Industry Expertise – Use your knowledge of complex metering, appointments, and customer service to enhance processes and customer outcomes.
•    Process Champion – Act as a subject matter expert, ensuring critical industry knowledge is retained and shared within the team.
•    Data-Driven Improvement – Analyse customer accounts and data to identify root causes of issues and implement more effective, efficient processes.
•    Tackling Complexity – Execute complex work with a deep understanding of customer, industry, and business requirements.
•    Driving Innovation – Identify recurring challenges and implement creative solutions to improve the customer appointment journey.
•    Supporting Change – Develop, maintain, and enhance work instructions to support process improvements and ensure smooth transitions.
•    Thriving Under Pressure – Work in a fast-paced environment, ensuring high-quality appointment bookings are seamlessly passed to field teams.
•    Ensuring Compliance – Participate in assurance activities such as process mapping and reviews to maintain regulatory and industry standards.
•    Coaching & Upskilling – Use adaptive coaching techniques to upskill colleagues and Appointment Booking Advisors, shaping best practices across the team.

Who you are 
 

We’re searching for a Process Expert who thrives on problem-solving, collaboration, and driving meaningful change. 
 

The ideal candidate will have the following expertise: 
•    Clarity & Communication – You can break down complex issues and explain them in a clear, straightforward way.
•    Process Knowledge & Customer Focus – You understand functional processes and are passionate about making improvements that benefit both the business and customers.
•    Relationship Builder – You excel at engaging with diverse teams and stakeholders to drive performance and ensure successful delivery.
•    Commercial Awareness – You proactively identify opportunities to simplify processes, control costs, and create measurable value for the business.
•    Analytical Mindset – You can interpret reporting and performance data, particularly in Excel, to inform decision-making and process enhancements.
•    Planning & Organisation – You’re highly organised, with the ability to manage multiple priorities effectively.
•    Outstanding Customer Service – You communicate confidently and professionally, both in writing and verbally, always keeping customer needs at the forefront.
•    Team Player & Self-Starter – You’re just as comfortable working independently as you are collaborating with others to achieve shared goals.

Application close date: 16.02.2025
Location: Exeter/Home working
 
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