Operations Advisor
Location: Thornton
Working Hours: Monday to Friday (office based)
Salary: £23,132.20
Operations Advisor – Smart Metering
Are you a problem-solver who thrives on turning challenges into solutions? Do you enjoy helping customers and making sure operational issues are resolved quickly and effectively? If you’re passionate about delivering great service, working with engineers and stakeholders, and driving continuous improvement, this is your opportunity to make an impact.
We’re looking for an
Operations Advisor to join our Smart Metering Team here at Ruby Energy. You’ll play a key role in supporting the installation, maintenance, and ongoing operation of smart metering services. Working closely with customers, engineers, internal teams, and industry partners, you’ll help ensure appointments, technical queries, customer issues, and operational activities are managed effectively and in line with regulatory requirements.
You’ll be at the heart of our mission: ensuring every customer journey is smooth, every metering issue is progressed effectively, and every interaction leaves a positive impression.
Benefits-
Monday to Friday working hours
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Buy & Sell Annual Leave Scheme
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Company Pension
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Referral Programme
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Free onsite parking
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Employee Assistance Programme (EAP)
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Access to Employee Health Scheme
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Career development opportunities
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Employee Recognition Incentives
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Company events
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Monthly dress-down days
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Tea & coffee facilities and on-site canteen
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Local discounts / benefits
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Early Finish Fridays
Who are we?
At Ruby Energy, we are more than just energy suppliers; we are champions of your progress, specifically tailored to empower SMEs. Our foundation is built on providing bespoke energy solutions that blend innovation with adaptability, ensuring that your business’s unique energy needs are met with precision.
Our Journey
Launched in 2002, we’re experts in commercial utilities and know what it takes to deliver high levels of customer service. With our Head Office in Fleetwood, Lancashire, and offices in Manchester, we are positioned to serve businesses across the UK with dedication and excellence.
About the Smart Metering Team
The Smart Metering Team is responsible for supporting the installation, maintenance, and resolution of issues relating to smart metering services.
The team works closely with engineers, customers, internal stakeholders, and industry partners to ensure appointments, technical queries, metering issues, and operational activities are managed effectively while maintaining a high standard of regulatory compliance.
As an Operations Advisor, you will help coordinate the customer and operational journey from initial request through to completion, taking ownership of outstanding actions and ensuring issues are progressed within appropriate timescales.
Main Responsibilities
Smart Metering Operations-
Support the end-to-end operational process for smart meter installations, maintenance, exchanges, and fault resolution.
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Coordinate appointments between customers, engineers, and relevant internal teams.
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Monitor outstanding metering activities and ensure actions are progressed within agreed timescales.
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Investigate and resolve operational and technical queries relating to smart metering services.
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Liaise with engineers and industry partners to obtain updates, resolve issues, and ensure successful completion of work.
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Identify and escalate complex or recurring issues where appropriate.
Customer Account Management-
Take ownership of outstanding tasks and actions on customer accounts relating to smart metering.
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Ensure customer accounts and metering information are accurate and up to date.
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Manage customer queries and complaints via phone, email, and other communication channels.
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Keep customers informed throughout the resolution process, providing clear and accurate updates.
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Demonstrate empathy, professionalism, and a customer-first approach when dealing with issues or complaints.
Issue Resolution-
Proactively investigate and resolve customer and operational issues.
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Work with engineers, internal departments, industry partners, and other stakeholders to achieve timely resolutions.
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Identify the root cause of issues and ensure appropriate actions are taken to prevent recurrence.
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Escalate issues appropriately where they cannot be resolved within the team.
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Monitor outstanding cases to ensure they are not unnecessarily delayed.
Record Keeping & Compliance-
Maintain accurate and comprehensive records of customer interactions, appointments, metering activity, investigations, and case progress.
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Ensure all actions and communications are recorded in accordance with company procedures.
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Follow relevant industry processes, regulatory requirements, and internal policies.
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Ensure customer and metering information is handled accurately and appropriately.
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Support the team in maintaining high standards of regulatory and operational compliance.
Stakeholder Collaboration-
Build effective working relationships with engineers, customers, internal departments, and external industry partners.
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Communicate clearly and professionally when coordinating operational activities.
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Work collaboratively to resolve complex customer and metering issues.
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Provide timely updates to relevant stakeholders and ensure agreed actions are followed through to completion.
Customer Advocacy & Continuous Improvement-
Act as a voice for the customer by identifying recurring issues and opportunities to improve the smart metering journey.
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Use customer feedback and operational experience to identify potential improvements to processes and service delivery.
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Contribute ideas that improve efficiency, customer experience, and first-time resolution.
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Support a culture of continuous improvement across the Smart Metering Team.
Self-Driven Learning-
Develop and maintain knowledge of smart metering systems, processes, and industry requirements.
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Keep up to date with changes to operational procedures and regulatory requirements.
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Take responsibility for developing technical knowledge and understanding of smart metering.
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Share knowledge and best practice with colleagues where appropriate.
Critical Success Factors-
Timely and effective resolution of smart metering issues and customer queries.
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Successful coordination of appointments and operational activities.
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Accurate maintenance of customer, metering, and case records.
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Effective and empathetic communication with customers.
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Strong collaboration with engineers, internal teams, and external partners.
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Consistent adherence to regulatory and company requirements.
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Proactive identification of recurring issues and opportunities for improvement.
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Demonstration of a customer-first and continuous-improvement mindset.
Core Competencies-
Smart metering operations and administration
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Customer account management and issue resolution
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Appointment coordination and operational planning
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Effective communication via phone and email
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Accurate record keeping and documentation
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Problem-solving and decision-making
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Stakeholder and engineer collaboration
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Customer advocacy and service improvement
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Regulatory and process compliance
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Ability to prioritise and manage multiple cases
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Technical curiosity and self-driven learning
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Commitment to company values and performance standards
What you need to do now…
If you would love to join us as an
Operations Advisor within our Smart Metering Team, we encourage you to apply now!
Be part of our bright future and
chat to Ruby today!
Ability to commute/relocate-
Fleetwood, Lancashire: reliably commute or plan to relocate before starting work (required)
