Con Feeney - Customer Operations Manager, NIE

What do you do?

I'm a Customer Operations Manager within NIE, with budgetary responsibility of approximately £40m and leading a team of over 400 employees including engineers, highly skilled industrial employees and administrative personnel.
My job is to manage all new connections to our electricity infrastructure, which in essence entails managing health & safety, customer standards, customer complaints and budgets.
In practice, I spend a lot of my time directly engaged with employees, work colleagues or customers.

How has your career developed at NIE?

I joined NIE in September 1996, as a Graduate Engineer from Queen’s University. I joined as a mature student after spending time completing an electrical apprenticeship, outside of NIE. I have found that this career path has stood to me well in terms of my progression and my present role within NIE.

After completing my two-year NIE graduate training programme and attaining chartered engineering status, I have tended to move jobs every two years within NIE. I strongly believe that it takes about two years to learn and contribute fully in any job role. This approach has lead to me attaining a strong technical and management foundation in order to progress within NIE.

To support my development within NIE, I have been coached internally and externally. I feel that this has had a significant influence on the speed at which I have developed. I have also undertaken a Leadership Programme at Harvard University as part of my development.

I know that if I work hard, apply myself and further my business knowledge, I'll be well placed to further my career within NIE.

Describe a typical day

I get up at approximately 4.30am and leave the house at 5am. It takes me about an hour to drive to my work every day. I like to get into my work early before the phone start ringing in order to get ahead in terms of my scheduler. I feel that the work I get completed between 06:00 and 09:00, allows me to concentrate on employee, business and customer queries as they arise throughout the day.

As a father of a young family it is important that I spent time at home in order to strike the correct work/life balance. I feel that this quality time with my family is best spent in the evening. Therefore, unless there is a burning customer or business issue I leave work at approximately 17:00.

As NIE is a 24/7 business, I am also a Duty Incident Manager, leading the business in terms of any major incidents, one week in six. This is quite refreshing as it adds variety to your job role. However, it can be very challenging in severe weather conditions, as long hours are worked in order to get customers back on supply.
What skills do you need to do your job?

I feel the most important skill is to be well organised. You also need to be able to think on your feet, make decision quickly, have good people management skills, be able to give direction to your team, be committed to the job, have good communication skills (both verbal and written) and be able to listen.

What do you find most challenging?

Finding enough time is always a challenge. I also feel that keeping employees updated on change programmes and what it means for them and the business is very challenging. I feel the continual demands of the business, the regulator and the customers are a big challenge.

And the most rewarding?

I can see the changes I make as I lead the business and being able to keep people motivated as the business moves forward.
When I am talking to my friends that I shared a house with at University, it is nice to know that the challenges you meet each day and your salary are at least equivalent.
It is nice to know that when you are working hard for a good company that you can provide a good standard of living for your family.

What's it really like working at NIE?

• Excellent. It's so varied, no two days are the same. Every day’s a challenge.
• I am working with very highly skilled and committed people from the front line right up to director level. This makes the job easier.
• I am empowered to make decisions daily, and we always find ways of getting the job done.
• There is always someone to turn to if advice or direction is required. My development is supported in a very balanced way by the organisation.
• Anyone who's thinking of applying to NIE should just go for it! The prospects are excellent and the job is challenging and satisfying.
• Stability, variety and enjoyment all in one role, how many jobs offer that?

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