Sam

Customer Operations Leadership Graduate Scheme

I’m coming to the end of my scheme, and what an experience it’s been. Despite being here only a relatively short while, I’ve learned so much. I’ve managed everything from people to projects — and gained so much exposure along the way.

My last placement, for example, saw me lead a team of business analysts on a project. It saw us testing a new piece of software for our meter technicians in the field. The software itself is worth several millions pounds and we had to ensure it was fit for purpose. There was a lot riding on the project and I had to engage with various parts of the business - IT, Field Operations and Smart Centre of Excellence — to keep things on track.

My fourth placement is still ongoing. I’m a Team Manager in the SME Smart Business Team. This is fairly new area within E.ON and I’m responsible for nine Customer Service Advisors. It’s a pretty big role. I’m responsible for managing everything from their workload to their performance and personal development. On top of that, I’m also focusing on processes. Our area is going through some big operational changes, and it’s down to me to ensure this doesn’t impact on our ability to serve our customers. 

“In a couple of months, I’ll be moving into my first full-time role with our Operational Excellence team. I’ll be applying the latest management consulting techniques to improve the efficiency of our customer service. I can’t wait to get stuck in.