Letter Operations - Process Lead

Apply now Job no: 517437
Work type: Permanent - Full Time
Location: Berkshire
Categories: Customer Services/Call Centre

Job Title: Letter Operations – Process Lead

Location: Reading

Salary: £24,923 - £32,919 depending on skills and experience + excellent benefits

Permanent | Full Time Hours | 37 hours per week

The Role

SSE Business Energy is on a transformational journey to evolve from a commodity energy supplier to one who works with our customers in partnership. As part of this transformation we have an opportunity for a passionate and enthusiastic Letter Operations Process Lead to join our team.


You’ll be disciplined, flexible, adaptable and quick to pick up processes, supporting the team with day to day letter operations and projects with a focus on quality checking, data protection, supporting workload management/work delivery plans and supporting the Team Manager.


You’ll also be responsible for being the ‘go to’ person for Letter Ops requests and queries and will support the Team Manager by helping to allocate the workload and reporting weekly on progress.


Main Duties;


  • Quality-check letter content, format, and data against our internal Customer System (CS).
  • Process and send letters produced manually and through our internal IT systems.
  • Support daily requests for information from the business.
  • Manage relationships and interactions with internal and external stakeholders to negotiate and influence timescales and deliverables.
  • Be responsible for coaching and training of existing and new staff
  • Identify any areas where processes can be streamlined.
  • Be the key point of contact within the team for process queries
  • Provide the team manager with a report on a weekly basis with an update on workload.

Your Skills & Experience

To ensure you get the most from your role, you’ll have an in depth understanding of the end-to-end processes to support with internal queries and take on escalations of complex queries from the team. You’ll also be able to identify risks and mitigate them, particularly around GDPR.

You’ll also be confident with all Microsoft Office Packages and experience with mail merges would be advantageous.

Finally, you’ll be able to work on your own initiative, be inquisitive, decisive and able to see tasks through to completion. Ideally you will have a background within Business Energy teams, though training can be provided, your communication and decision-making skills will be second to.


Our Business Energy business supplies businesses with electricity and gas, offering a wide range of energy contract solutions including fixed and flexible contracts, serving a broad and diverse range of clients from micro businesses to large national corporates. Due to our continued success, we have an opportunity for new sales advisors to join our Direct Sales team.

Our Benefits

We have an excellent benefits package as part of our offering. Here’s a few highlights;

- Generous holiday allowance (you can even buy additional holidays)

- Great share plans

- Group Pension Plan

- One day paid volunteering

- Tailored internal development opportunities

Next Steps

Just click the Apply button to submit your application, it doesn’t take long.

Closing date for applications is: 26th September 2018

This vacancy is open to internal and external candidates. If you’re internal, please notify your line manager before you submit your application. If you’re successful, we’ll conduct some pre-employment checks.

Advertised: GMT Daylight Time
Applications close: GMT Daylight Time

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