Service Analyst

We have an exciting opportunity for a Service Analyst (Grade 9) to join our Settlement & Insight team on a permanent. The role offers a fantastic chance to contribute to meaningful work that supports data-driven decision-making and service improvement across the organisation.

Team Overview:
The Settlement and Insight (S&I) team are accountable for the entirety of Settlement, and subsequent invoicing, all its processes and the development/changes of the S&I product in line with strategic, industry and customer needs. We manage customer enquiries across key products and solutions and using customer feedback look to enhance these products across process and technology improvements.

Job Purpose:
The Service Analyst works in a team with other analysts to support the operational delivery of the service for customers. The Service Analyst is responsible for ensuring that services to customers meet defined business rules and agreed performance standards. Performing the primary role in our customer support by continually improving the service to reduce disruption and increase self service. Knowledge management is a core competency in this role to ensure efficient delivery of services.

Hybrid working - 2 days per week at our London office

• Provide advice, support, guidance and training to customers

• Develop SME knowledge in the relevant product / code.

• Assimilate an understanding of the rules by researching the BSC and subsidiary documents.

• Provide SME advice and guidance on the products.

• Develop and follow the operational processes, procedures and obligations accurately.

• Monitor and review data and risks and identify issues promptly.

• Advise colleagues and line manager of key operational issues and problems.

• Identify the root cause of issues and support resolution.

• Developing skillset in data analysis, modelling, and visualisation

• Provide and present analysis, reporting, recommendations and commentary to panels, committees etc.

• Coordinate the validation and maintenance of key data.

• Support the delivery of changes to the service.

• Build and maintain strong positive relationships internally, with customers and vendors.

• Resolve customer service queries.

• Demonstrate a customer orientation in all aspects of operational delivery.

• Provide advice and support to customers and stakeholders.

• Keep customers informed of industry developments relevant to the service.

• Develop, review, improve and maintain processes and procedures.

• Propose, drive and implement continuous service improvement.

• Document processes and procedures.

• Provide knowledge management content and enhance the Knowledge Management systems and maintenance.

Capabilities and competencies:
Critical:

• Developing knowledge of the BSC and BSC Processes.

• Taking ownership of tasks and activities and seeing it through to successful resolution

• Be a proactive self-starter and a strong team player with a positive attitude.

• Able to learn SQL and/or other coding languages and data visualisation (such as Power BI or other industry best practice tools).

• Taking ownership of tasks and activities and seeing it through to successful resolution

• Be a proactive self-starter and a strong team player with a positive attitude.

• Able to learn SQL and/or other coding languages and data visualisation (such as Power BI or other industry best practice tools).

• Proficient in Microsoft Office (Word, Excel and PowerPoint).

• Ability to translate complex queries into plain English and convey this to different audience types utilising multiple communication methods, as appropriate to the recipients and messaging

• Adhere to Elexon’s values of: we think beyond, we think customer first, we focus on what matters, we work at pace, and we are one team.

• Good communication skills (verbal and non-verbal, including written).

• Good attention to detail with written and numerical work produced

• Understand, simplify, and communicate processes.

• 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, as directed.

• Be able to engage with and proactively build positive relationships with customers

Developmental / Desirable:

• Developing knowledge of the GB electricity market arrangements

• Developing knowledge of BSC Procedures, including Settlements, Credit, payment and Contingency arrangements

• Developing knowledge of the roles and responsibilities of BSC Agents, BSC Parties and their agents

• Developing knowledge of the roles and responsibilities within the BSC governance structure (Committees and Code Bodies)

• Experience in customer service.

• Able to present to groups of people

• Provide knowledge management content

• ITIL

In return, Elexon provides:

• £45,000

• 28 days annual holiday + Bank Holidays

• Discretionary annual incentive scheme

• Life assurance

• Pension

• Private medical (Bupa)

• Private dental (Bupa)

At Elexon, our employee wellbeing is particularly important to us, which is why we are proud to provide:

• Hybrid working - 2 days per week at our London office

• BUPA health check

• Employee Assistance Programme

• Eye care voucher scheme

• Subsidised gym membership

• Cycle to Work Scheme

• Buying & selling holiday scheme

• Computing scheme

• Corporate Social Responsibility (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, 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!

• 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 voic es