Job Summary / Role Purpose
This is an exciting and fast-moving time for the UK energy Industry. ElectraLink stands at the centre of this evolving landscape, working closely with key stakeholders including energy suppliers, distributors, metering organisations, the Department for Energy Security and Net Zero (DESNZ) and Ofgem, the industry regulator.
As energy and utility markets become increasingly competitive and dynamic, effective collaboration among industry participants, regulators, policy makers, and consumers is essential. Robust communication networks, frameworks, and codes are critical to ensuring fair, transparent, and efficient market operations.
Operating at the heart of the UK electricity and gas sectors, ElectraLink delivers market-leading expertise in data and information management, code administration, and professional services. We play a pivotal role in supporting the governance and operation of the energy industry, helping to shape a smarter, more connected energy future.
What you will do
As a key member of the ElectraLink Operations team, you will play a key role in overseeing and enhancing the delivery of services that underpin the Data Transfer Service (DTS) — a critical component at the heart of the rapidly evolving UK utilities industry. You will provide advanced operational support, ensuring stability, efficiency, and continuous improvement across core services and internal business operations.
Drawing on your experience in the utilities or data services sector, you will be responsible for managing and resolving complex service issues, driving process improvement, and coordinating across teams to ensure operational excellence. You will oversee first and second-line support activities, provide guidance to team members, and take ownership of escalated third-line queries with external service providers. Additionally, you will manage and consult on both standard and non-standard customer change requests, ensuring they are delivered efficiently and in alignment with business objectives.
This senior role requires a proactive approach to service delivery, a focus on performance improvement, and the ability to translate operational insights into actionable recommendations for stakeholders.
Responsibilities
* To facilitate internal or external customer meetings confidently and professionally. These could either be remote teams-based meetings or face to face customer meetings
* As and when required, you will be expected to support, or at times, run projects or other initiatives within ElectraLink
* Act as the deputy of the DTS Service Delivery Manager in meetings or supervision of the Operations Analyst in event of the DTS Service Delivery Manager’s unavailability
* Analyse operational data to identify trends, inefficiencies and opportunities for improvement.
* Evaluate end-to end business processes to identify gaps and implement process improvements.
* Above all, you will support and liaise closely with colleagues within Electralink and external service providers to ensure both contracted service levels and excellent levels of both internal and external customer satisfaction are maintained.
* As you would expect in a smaller company, you will be asked to assist with other tasks from time to time and will need to be open to a dynamic and expanding role.
Your typical week will involve
* Managing Service requests and Incidents raised by DTS Users – 30%
* Investigating data related queries from DTS Users – 10%
* Managing Change requests from inception to completion -30%
* User Acceptance Testing for enhancements to the service – 10%
* Progressing longer term projects/ process improvements – 10%
* Attending weekly backlog meetings to review enhancements to the service – 10%
Skills & Knowledge, you will need
* Experience in the Utilities sector, Electricity and/or Gas
* 1st/2nd line Incident and Service Request support
* IT Change Management
* ITIL Foundation or Higher
* Adaptability – Thrives in changing environments and can handle multiple priorities
* Strong experience of service desk ITSM software
* Able to present findings in away that non-technical stakeholders understand
* Excellent Presentation Skills
* People Management/Supervisory Experience
Desirable:
* Problem Management
* Project Management or support (Prince 2 Foundation or Agile)
* Strong Excel analysis skills
* Writing and presenting reports
* Technical Fluency
* Delivering training to customers
* Production of training media such as online videos, Documents, PowerPoint presentations etc
What’s in it for you:
💻 Hybrid/ Flexible working including a 4 day week!
🩺 Private healthcare you and for family which includes pre-existing conditions·
❤ Employee Assistance Programme and Mental Health Cover
💷 Company bonus and annual pay reviews·
📚 Annual training budget and quarterly reviews to support your professional development·
🚗 Electric vehicle salary sacrifice scheme·
🏋️ Discounted gym membership through gymflex
💃 Monthly social events organised by our Social Committee
Why we work for ElectraLink:
We have won awards for:
* Best Tech Place to Work 2025 at the National Technology Awards
* Technology Company of the Year 2025 and Best Place to Work in Data 2024 at the British Data Awards
* Best Employer for Women (under 500 Employees) 2025 at the Women in Utilities Awards
* Employer of the Year 2025 at the Energy & Utility Skills Awards
* A two-star outstanding accreditation from Best Companies for three years running!
As you would expect from a business with ambitious growth plans, we are continually evolving and looking to the future, with investment in the business, its people, and your career. We do this through:
🤝🏻 Open lines of communication throughout the business- your voice matters!
🙌🏻 Regular Employee Forum meetings to gather suggestions from the business on making ElectraLink an even better place to work!
🌍 Innovative and open to new ideas to support our net-zero status
📈 Exciting, innovative and fast moving company which is growing
👏 High challenge, high support working environment.
If this sounds like the role for you, we would love for you to get in touch. Unfortunately, we cannot provide sponsorship at this time.
ElectraLink is a growing data and technology company, established at the core of the UK energy sector. The company offers exceptional expertise regarding the industry's challenges and opportunities. While it is an exciting and fast-moving time for the UK energy industry, which continues to offer a wide range of opportunities for ElectraLink, the data and insight that ElectraLink manages and creates is beginning to mean that we are participating much more widely in UK PLC and our potential role in the smart data revolution is considerable.
ElectraLink is owned by the energy distributors and manages, on behalf of the UK energy market participants, the regulated data transfer infrastructure they rely on to operate the market. We work closely with all UK energy stakeholders such as energy suppliers, distributors and metering organisations, as well as the Department of Energy Security and Net Zero and Ofgem (the industry regulator). We also engage more widely in the smart data landscape and have begun working with sectors including Fintech, finance more widely and real estate.
Our unmatched market reach and access to market participants means we have a unique data set that provides a view of the entire UK energy market, combined with the ability to offer advanced data analytics and energy market insights.
Our position at the heart of the UK energy industry also gives us a unique capability to provide other services crucial to the gas and electricity markets and beyond:
* We provide unique market insight through analysis of the DTS and other market data that we process in our central industry role.
* Our reputation for impartiality and energy market expertise makes us an ideal partner in the implementation and change management of energy industry Governance arrangements.
* Our established data transfer infrastructure supports the development of more efficient market processes at a time of rapid energy industry change.
* The nature of the smart data and insights we hold provide vital context and validation to other markets such as the validation of green finance decisions.
All of this means we can actively contribute as a thought leader, innovator, and service provider.
It also means we are able to exploit opportunities in non-energy markets as the role of Data Intermediary is defined as part of the Data Act.