Senior Customer Service Representative jobs

We’re looking for a Service Lead – Participant Management (Grade 11) to join our Settlement Services team at Elexon on an 18-month fixed-term contract.

In this role, you’ll lead the day-to-day delivery of services across the Participant Management customer journey, supporting Market Entry, Qualification, Asset Management, Industry Standing Data and Market Exit.

You’ll manage a small team of Service Analysts, act as a senior Subject Matter Expert (SME) and work closely with the Service Owner to reduce operational risk, improve customer experience and continuously strengthen the service. You’ll combine people leadership, BSC expertise, customer focus and operational service delivery, with opportunities to develop further management capability and act as a delegate for the Service Owner.

What you’ll do:

• Manage and develop a small team of Service Analysts, supporting performance, capability and development.

• Champion high-quality customer support, helping resolve queries and deliver a positive customer experience.

• Ensure the delivery of BSC legal obligations and supporting operational processes.

• Identify and mitigate operational risks, including risks relating to data quality and service performance.

• Develop and maintain operational processes, procedures and Local Working Instructions (LWIs).

• Use your specialist BSC and Participant Management knowledge to support operational decision-making and continuous improvement.

• Advise colleagues, the Service Owner and senior leaders on operational issues, providing clear recommendations and practical solutions.

• Provide guidance, support and training to colleagues, customers and industry stakeholders.

• Produce and present analysis, reporting, recommendations and commentary to panels, committees, boards and industry working groups.

• Provide constructive challenge and subject matter expertise to projects and industry changes affecting Participant Management.

• Support business readiness, including Training Needs Analysis, operational documentation, service acceptance and training.

• Assess changes across the GB electricity market and understand their impact on BSC processes and operational services.

• Help improve the end-to-end customer journey across Market Entry, Qualification, Asset Management, Industry Standing Data and Market Exit.

What you’ll bring:

• The ability to line manage a small team and support their development.

• In-depth knowledge of the Balancing and Settlement Code (BSC) and BSC processes.

• Strong experience taking ownership of operational activity and seeing issues through to successful resolution.

• Experience supporting and improving customer and technical journeys.

• Strong stakeholder engagement skills, with the ability to build effective relationships with customers and industry participants.

• Experience analysing large datasets to answer operational or business questions.

• Strong written and verbal communication skills, with the ability to translate complex information into clear language for different audiences.

• Excellent attention to detail across both numerical and written work.

• Strong organisation and prioritisation skills, with the ability to manage a varied workload while maintaining quality.

• Confidence using Microsoft Excel, Word and PowerPoint.
  
  It would also be beneficial if you have:

• Knowledge of GB electricity market arrangements, particularly Supplier Volume Allocation.

• Knowledge of Market Entry and Exit, Qualification, Industry Standing Data and Balancing Mechanism Units (BMUs).

• Understanding of BSC Agents, BSC Parties and the wider BSC governance structure.

• Awareness of industry changes including MHHS and their potential impact on Elexon and market participants.

• Experience presenting to senior or external stakeholders.

• Experience managing relationships with external vendors or service providers.

• Experience developing business cases and improvement initiatives.

• Experience using SQL, Python, R, Power BI, Tableau or similar analytical tools.

What’s in it for you:

• Salary - £69,550

• Excellent benefits including bonus, private medical insurance and generous pension scheme

• The opportunity to work within a thriving organisation which can support your growth and development

• We operate a hybrid working approach with 2 days in our London office

Our culture

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, Mental Health First Aid 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 role model for Diversity and Inclusion in the industry

Elexon together, embracing differences, listening to all voices

Ready to make an impact? Join us and help shape the future of energy services.