Operations Support and Capacity Manager

Overview

Right across infrastructure, there's a requirement to not only maintain, but also renew and reimagine. Whatever stage you're at in your career, with us you'll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.

At M Group, we're enabling the energy essential to support our lives. We provide an end‑to‑end service, delivering solutions in electricity transmission, distribution, renewable energy, EV, metering and home decarbonisation. This role will be within our Metering team, you'll join the leading provider of metering services and data collection in the UK energy retail sector, we provide efficient and flexible services for gas, electricity and water meters.

Our meter engineers install, maintain and manage meters to make sure customers are billed correctly and energy usage patterns are monitored. We leverage our industry expertise and data insight capabilities to create solutions that fit the needs of our customers.

As our Operations Support and Capacity Manager, you will lead a high‑performing office‑based support team and drive operational excellence across our scheduling, forecasting and capacity planning activities. You will take ownership of in‑day performance, ensuring our operations are fully prepared to meet demand while proactively identifying risks and opportunities that impact service levels. This role is all about forward thinking, strong leadership and evidence‑based decision making.

• Lead, motivate and coach the Operations Support and Scheduling Teams
• Build a culture of engagement, accountability and continuous improvement
• Support team training and development
• Maintain monthly and annual planning and forecasting models
• Ensure forecast accuracy and align demand with field capacity
• Coordinate outbound activity with Contact Centre and Operations teams
• Monitor resource utilisation and schedule adherence
• Lead the Scheduling Team to minimise cost of loss
• Ensure the Commissioning Helpdesk meets all KPIs
• Drive field performance through effective workforce planning
• Report on service levels, KPIs, risks and operational performance
• Review processes to identify efficiency opportunities
• Implement continuous improvement and innovation initiatives
• Drive operational change with a proactive, hands‑on approach
• Build strong working relationships across Operations, Planning, Performance and Contact Centre teams
• Communicate updates, insights and recommendations to senior stakeholders
• Ensure compliance with company policies and regulatory standards
• Oversee safety protocols and respond to risks or incidents
• Maintain high quality and accuracy across all operational activities

• Proven leadership experience in contact centre, scheduling or operational support environments
• Strong background in capacity planning, forecasting or workforce modelling
• Experience driving performance and improving operational efficiency
• Ability to manage multiple stakeholders in a customer‑focused organisation
• Excellent communication and interpersonal skills
• Strong analytical skills with a data‑driven approach to decision making
• Knowledge of compliance and risk mitigation in operational settings
• Experience with in the utilities sector (desirable but not essential)
• Advanced Excel and planning tool proficiency

We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We are one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.

Our values help to shape our culture and how we work with one another.

• We're responsible and go further for our people, clients, communities and the planet
• We're open and seek new and better ways of exceeding expectations
• We're together and as one team; the whole is greater than the sum of the parts
• We're ambitious and embrace…