Operational Support Managers

We have an exciting opportunity for an Operational Support Manager (Global Grade 9) to join the Customer Operations team on a 12 month fixed term contract (FTC).
Team Overview
Customer Operations is the directorate within Elexon that operates the more customer-focussed processes of the multiparty contractual framework that is the Balancing and Settlement Code (BSC). Elexon manages its obligations and work via six Products, which matrix resource into its projects, as needed form supporting teams and other Products.
Sitting within Customer Operations, the Customer Engagement team provides dedicated, high quality customer support and guidance on the Balancing and Settlement Code (BSC) arrangements to our customers. The team are accountable for end-to-end customer experience and are responsible the first point of contact through day-to-day interaction with SVA customers through the OSMs.
We work collaboratively with the rest of the organisation and ensure that customer experience opportunities derived from customer feedback is actioned and implemented across different departments. The team will ensure all activities within Elexon are customer centric and drive towards the customer strategy.
Job Purpose
The team of Operational Support Managers (OSMs) sit within the Customer Engagement Team. OSMs are assigned to our customers to provide dedicated, high quality customer support and guidance on the Balancing and Settlement Code (BSC) arrangements.
The OSM role is a varied one, requiring elements of account management, operational support, guidance and education. You will monitor performance to identify any process or performance failures at an early stage and request and monitor rectification plans to address any issues. You will also be responsible enhancing our relationship with our customers through regular catch-ups and keeping them informed of any relevant industry developments.
You will represent the views and opinions of our customers during internal project work or other pieces of work, identifying the potential impacts on customers, the communication needed and suggest ways to inform them of updates to their own processes or systems., + Provide expert advice on the BSC arrangements to our customers, including key processes and BSC Systems.
+ Build and maintain strong working relationships with Elexon's customers.
+ Maintain appropriate records on performance and processes for your customers.
+ Identify and implement improvements relating to the OSM service.
+ Ensure that working practices are documented and guidance notes are kept up to date and correct.
+ Proactively build the reputation of the OSM service, both internally and externally, through tools such as customer engagement meetings, training sessions and seminars, Newscast and the Elexon website.
+ Communicate and agree with customers appropriate service expectations, in line with the Customer Charter.
+ Identify impacts on customers' processes or systems from BSC change, project work or other key work streams and suggest appropriate methods of communicating important information to customers in a timely manner.
+ Help train and develop other members of the team and Customer Operations in areas of expertise or experience.
+ Support other teams and colleagues within Elexon through providing information, data and insights on customers.

+ Excellent communication skills (verbal and nonverbal, including written)
+ Be able to explain complex information in a clear, simple and concise manner
+ Proficient in delivering presentations in a formal environment
+ Proficient in Microsoft Office (especially Word, Excel and PowerPoint)
+ Pro-active and willing to contribute to projects and team activities
+ Be flexible and able to manage a busy and varied workload while maintaining quality of work delivered
+ Self-motivated and willing to take ownership of the planning and execution of tasks, with the flexibility to adapt to shifting priorities, demands and timelines
+ Expert in a variety of interpersonal techniques and communication skills required to handle customer situations e.g. facilitation, influencing and persuasion
+ Be able to engage with and proactively build positive relationships with customers of all seniority, both internally and externally
+ Able to understand and accommodate the needs, requirements and priorities of customer and deliver excellent customer service Excellent influencing skills across various stakeholders to enable fast resolution of issues impacting customers
Developmental/ Desirable
+ Knowledge of the GB electricity market arrangements, particularly the Supplier Volume
+ Allocation arrangements, systems and processes
+ Detailed knowledge of the OSM service
+ Detailed knowledge of the Market Entry, Exit and Qualification processes
+ Knowledge of the roles and responsibilities within the BSC governance structure
+ Awareness of changes occurring within the GB electricity market and the potential impact that these changes may have on Elexon and our stakeholders
+ Expert knowledge of the roles and responsibilities of BSC Agents, BSC Parties and their agents
+ Ability to an understanding of performance monitoring data available to Elexon

+ £45,000
+ 28 days annual holiday + Bank Holidays
+ Discretionary annual incentive scheme
+ Life assurance
+ Pension
+ Private medical (Bupa)
+ Private dental (Cigna)
At Elexon, our employee wellbeing is particularly important to us, which is why we are proud to provide:
+ Hybrid working available
+ BUPA health check
+ Employee Assistance Programme
+ Eye care voucher scheme
+ Subsidised gym membership
+ Cycle to Work Scheme
+ Buying & selling holiday scheme
+ Computing scheme
+ CSR days
+ Season ticket loan
We believe a diverse and inclusive culture allows innovation and creativity to flourish. We are committed to continuously improving our culture for our colleagues and stakeholders. Through our hugely successful Diversity Forum, MHFA network and regular programme of activities and events, we celebrate difference and recognise the value of employee wellbeing, which is a consistent outcome from annual employee surveys that we conduct. Likewise, as a community, we like to support each other, and all agree Elexon is a great place to work with a great workspace too!
At Elexon, we want to:
+ Provide true equality of opportunity
+ Attract and retain diverse talent
+ Listen to all voices
+ Be representative of the communities we work in
+ Be a roles model for Diversity and Inclusion in the industry
Elexon together, embracing differences, listening to all voices.