Replacement Manager
Horley | £35.9k - £44.4k per annum (dependent on skills and qualifications)
Full-time | Office based
Competitive pension scheme – Enhanced maternity/paternity pay – Life assurance – HolidayPlus – Cycle2work Scheme & more
REQ5508
We're looking for a driven and experienced Replacement Manager to lead and support a team responsible for booking work, preparing documentation, and placing orders to enable engineers and contractors to carry out replacement activities. This role is key to ensuring operational efficiency, delivering against performance targets, building strong stakeholder relationships, and maintaining a strong focus on cost control and commercial awareness.
We deliver safety, warmth, and comfort to homes and businesses. Every role, whether in the office or on the front line, plays a key part in this mission. Here's how you will contribute…
Team Leadership & Performance Management
* Manage and support a team of 10 FTE, ensuring clarity of roles and responsibilities.
* Develop and implement performance metrics to monitor productivity, accuracy, and service levels.
* Conduct regular team meetings, coaching sessions, and performance reviews.
Operational Delivery
* Oversee the end-to-end process for booking replacement work, preparing supporting documentation, and placing material/service orders.
* Ensure all documentation meets compliance and regulatory standards, and have an awareness of changing requirements.
* Monitor workflow to prevent delays and maintain service level agreements (SLAs).
Customer Service & Stakeholder Engagement
* Act as the primary point of escalation for customer, contractor, and stakeholder queries.
* Foster strong relationships with internal teams (regional teams, planning, procurement) and external contractors.
* Drive a culture of customer focus and continuous improvement.
Cost & Commercial Awareness
* Monitor and manage costs associated with replacement activities to ensure budget adherence.
* Identify opportunities for cost savings and efficiency improvements.
* Support commercial decision-making through accurate reporting and analysis.
Data & Reporting
* Develop and maintain dashboards and reports to track team performance against KPIs.
* Analyse data to identify trends, risks, and opportunities for improvement.
* Present performance updates to senior management and recommend process enhancements.
What you will need
* Strong leadership and people management skills.
* Excellent organisational and planning abilities.
* Analytical mindset with experience in developing and tracking KPIs.
* Commercial awareness and understanding of cost control principles.
* Proficiency in Microsoft Office Suite and relevant operational systems.
* Effective communication and stakeholder management skills.
Experience & Qualifications
* Proven experience in managing administrative or operational teams within utilities or similar regulated industries.
* Knowledge of gas distribution replacement processes is desirable.
* Experience in performance management, cost control, and process improvement.
Not sure you meet every requirement?
Research shows some people – particularly women and those from underrepresented backgrounds – may hesitate to apply unless they meet every criteria. At SGN, we value diverse backgrounds, experiences and perspectives.
If this role interests you but you're not sure you tick every box, we'd still love to hear from you. You might be just who we're looking for – now or in the future.
Why SGN?
SGN is a leader in pioneering research and development toward a net-zero energy system. Our cutting-edge technologies and innovative thinking are driving change in the gas industry, all while keeping people safe and warm. SGN is an award-winning employer, including CCA Gold Awards for 'Great Places to Work and 'Inclusivity and Accessibility'.
About us | Benefits | Diversity and inclusion
If you require any accommodations or support during the application process, reach out to us. We're here to help ensure an inclusive and accessible experience for everyone. >