Location: London Salary: GBP 60000 Posted Date: 06 May 2025 Closing Date: 20 May 2025
We have an exciting opportunity for a Service Analyst (Grade 11) to join the Settlement and Insight team on a permanent basis.
Team Overview:
The Settlement and Insight (S&I) team is responsible for Settlement processes, invoicing, and the development of the S&I product to meet strategic, industry, and customer needs. We handle customer inquiries across key products and solutions, aiming to enhance these through process and technology improvements.
Job Purpose:
The Service Analyst supports operational delivery of customer services, ensuring services meet business rules and performance standards. The role focuses on continual service improvement, reducing disruptions, and increasing self-service capabilities. Knowledge management is essential for efficient service delivery.
Key Responsibilities:
1. Provide advice, support, guidance, and training to customers.
2. Develop SME knowledge of relevant products and codes.
3. Research and understand rules via BSC and related documents.
4. Offer SME advice on products.
5. Develop and adhere to operational processes, procedures, and obligations.
6. Monitor data, risks, and identify issues promptly.
7. Advise colleagues and managers on operational issues.
8. Identify root causes and support resolution.
9. Enhance skills in data analysis, modeling, and visualization.
10. Present analysis, reports, and recommendations to panels and committees.
11. Coordinate validation and maintenance of key data.
12. Support service change implementations.
13. Build and maintain positive relationships internally and externally.
14. Resolve customer service queries effectively.
15. Maintain customer orientation in all operational aspects.
16. Keep customers informed about industry developments.
17. Review and improve processes and procedures.
18. Drive continuous service improvement initiatives.
19. Document processes and enhance knowledge management content.
Capabilities and Competencies:
* Develop knowledge of BSC and related processes.
* Take ownership of tasks and see them through to resolution.
* Be proactive, self-motivated, and a team player.
* Learn SQL, coding languages, and data visualization tools like Power BI.
* Proficient in Microsoft Office applications.
* Translate complex queries into understandable language for diverse audiences.
* Adhere to company values: customer focus, pace, teamwork.
* Communicate effectively, both verbally and in writing.
* Pay close attention to detail.
* Simplify and communicate processes clearly.
* Manage a busy workload flexibly while maintaining quality.
* Engage proactively with customers and build relationships.
Additional knowledge areas include:
* GB electricity market arrangements.
* BSC Procedures, including settlements, credit, and contingency arrangements.
* Roles and responsibilities of BSC agents, parties, and governance structures.
* Experience in customer service.
* Presentation skills.
* Knowledge management content creation.
* ITIL certification.
Benefits:
* 28 days annual leave plus bank holidays.
* Discretionary annual incentive scheme.
* Life assurance, pension, private medical (Bupa).
Employee Wellbeing and Culture:
We offer hybrid working, Employee Assistance Programme, eye care vouchers, subsidized gym, cycle-to-work scheme, holiday buying/selling, CSR days, and season ticket loans. We value diversity and inclusion, supporting employee wellbeing through various initiatives and community activities.
Our Commitments:
* Equality of opportunity.
* Diverse talent attraction and retention.
* Listening to all voices.
* Representation of communities.
* Leadership in Diversity and Inclusion.
At Elexon, we embrace differences and listen to all voices.
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