Energy Operations Specialist
Location: Hybrid working - Redhill, Surrey. Expectation is to be in the office 2 days a week – normally a Tuesday and Wednesday or Thursday. Full time office working may be required during induction and training but this will be agreed at interview.
Working Pattern: Full Time 37.5 hours per week
Salary: £25,000pa - £27,000pa depending on experience.
Job Brief
An opportunity to join our busy Energy Operations Business Process Outsourcing (BPO) Team. The team is responsible for the outsourced management of the back-office functions for a number of our gas (IGT) and electricity (IDNO) clients.
Providing a comprehensive Business Process service, duties include managing the communications interface with energy suppliers and metering organisations, executing DUoS billing on behalf of our customers, management of data within their respective portfolios, reporting, change management as well as managing a range of processes ultimately to ensure our customers’ licence obligations are effectively met within industry timetables and SLA’s.
This role requires high attention to detail and is ideally suited to an individual with utility sector experience that is process driven, customer focused, numerate and articulate with proactive time management skills.
The successful candidate will be working as part of a dynamic team alongside and supported by highly skilled sector experts.
Responsibilities
- Ensure day to day activities are carried out on time, in the correct manner, and to stringent service levels.
- Timely and professional resolution of issues and direct liaison with customers, as and when required, to ensure department and customer needs are met.
- Our customers are IDNO/IGT business customers - not members of the public
- Receive and process information whilst communicating effectively across teams and with clients.
- Monthly service performance reporting, including the production of regulatory reports, analysis of key monthly metrics and providing meaningful insight.
- Undertake operational acceptance testing of new or revised functionality of supporting IT systems.
- Proactively monitor and maintain industry data to ensure it is accurate, complete and up to date so that month end billing can be executed.
- Pre-invoice validation, management of tariff mismatches and ability to identify missing consumption data.
- Monthly billing of electricity/gas suppliers in respect of Non-Half Hourly and Half Hourly customers.
- Timely resolution of billing issues and direct liaison with customers as and when required to ensure department and customer needs are met.
- Reconciliation of invoices where subsequent data is received post billing and determine appropriate actions.
- Ongoing provision of billing performance reporting, analysis and meaningful insight.
- Help implement change across system and/or process improvements.
- Assist with other back office operational activities.
Person Specification (Skills and Experience)
Essential:
- A minimum of 3 years’ experience in an analytical or process driven role, preferably within the utilities sector (gas or electricity), or demonstrable experience in dealing directly with and resolving enquiries and issues on behalf of multiple customers.
- Excellent communicator who can liaise with customers in a professional and courteous manner.
- Demonstrable ability to take ownership of problems, working with the customer to achieve positive outcomes.
- Well organised with a methodical approach to work and excellent time management skills.
- Excellent analytical skills with the ability to quantify and manipulate data and identify anomalies.
- Flexible approach and willingness to adapt to new tasks and duties.
- Ability to assimilate information quickly and accurately.
- Demonstrates passion and enthusiasm and a good team player willing to support others.
- Good working knowledge of Microsoft Office Word and Excel.
Desirable:
- Metering (or other supplier agent) background
- Experience in the utilities sector (gas or electricity)
Benefits and Rewards include: