Gemserv is an expert provider of professional services. We are purpose-driven, working across multiple sectors including energy, low carbon, the public sector and health to tackle today’s social and environmental challenges. Established in 2002, the business provides a range of consultancy and outsourcing capabilities including programme management, market design and governance.  We also have extensive and award winning capabilities across cyber security, data privacy and digital transformation. We are a B Corp, IIP Gold accredited and a Financial Times Leading Management Consultancy for 2021 and 2022. Our purpose is making things that matter work better for everyone.      

The nature of what we do means we are very much a people business. The contribution every member of the team makes to our diverse range of experience, skills and personalities is valued. We invest heavily in learning and development to enable our people to develop skills and gain experience which will enhance career prospects for life. Many who started their careers with us have rapidly progressed to more senior positions.

At Gemserv no two days are the same, but we believe in a flexible approach to working which we know our employees value. We also offer an attractive package of benefits in addition to highly competitive salaries including a pension and healthcare, season ticket loans, discounted gym membership, Cycle to Work scheme and more.

The Role

Sitting within the Gemserv Future Markets division, our Stakeholder Engagement Team is responsible for understanding code impacts on stakeholders and working with them to develop their understanding of the Code and their respective responsibilities under the REC.  We work with Parties to the Code, Non-REC Party Service Users, Consumer Representatives, and other key stakeholders, working with multiple business and Party types. We work across the Code Manager functions (including the Performance Assurance, Technical Services, and Communications teams) of the REC, ensuring information is fully understood and then fed effectively to stakeholders. We ensure parties know how to access all elements of the Code Manager service and how they can provide feedback on queries and improvements to the arrangements.

Our Operational Account Managers provide named support to multiple parties and stakeholders.  We understand differing party types and individual company needs, how the REC and the obligations apply to each Party, and recognise where changes to the Code or the associated arrangements may impact them. We support Parties with the onboarding and use of the REC systems and services, including the REC Portal and the enquiry and switching services. As well as high-level plans, the Operational Account Managers will be sharing information and contributing to the training and development of new REC parties and new personnel.

The Operational Account Managers work with all Code Manager functions to understand the current arrangements and processes, as well as the scale and impact of proposed change, and ensure parties are always informed and supported.

We explain the REC in a language and context that is relevant to different REC Parties, accounting for their market role, experience, and business model.

The Operational Account Managers have a key supporting role in identifying and predicting change for the market and its participants. They will contribute to the strategic direction of the REC by evaluating its future requirements and assessing the appetite for change amongst parties and categories of Party, which in turn will contribute to a more balanced and equitable market.

Responsibilities

• Develop an understanding of the Retail Energy Code and the impacts of the arrangements on industry stakeholders and consumers.
• Develop and maintain strong, collaborative working relationships with multiple individual stakeholder accounts to provide support and ensure they are informed and engaged in all matters relating to the REC. processes and systems, and future change.
• Manage the incoming applications, ensuring the requests are recorded and processed in line with SLAs.
• Hold individual onboarding meetings between all new Parties to introduce the REC, the Code Manager, and the process within it.
• Supporting Parties in the development of engagement plans (which may include regular meetings,) subject to their business model, Party type and aspirations.
• Ensuring stakeholders meet any of their obligations.
• Work with other REC Code Manager teams to support the onboarding of/changes to Parties access to REC services such as the REC Portal, Enquiry Services and CSS.
• Develop and maintain strong, collaborative working relationships with other Code Manager teams and REC Code Manager Service Providers.
• Support the development of business requirements and solutions for standard and non-standard stakeholder data requests.
• Support the Change Management team with the development of enduring change solutions.
• Liaise with the REC Service Desk and other code functions to ensure the continual improvement of the service given to stakeholders.
• Accurately respond to Service Desk enquiries, ensuring we deliver against our required SLAs.
• Ensuring the team meets its service levels by working to and taking ownership of deadlines.
• Drafting and reviewing internal and external documentation, including guidance, communications, and website content, to ensure accuracy, consistency, and quality.
• Analysis of REC data to identify areas of concern within the arrangements and proactively engage with parties to highlight current and future areas of impact.
• Proactively support our Stakeholder Engagement team with projects, changes, and or tasks, using your own initiative to manage workload in line with team Service Level Agreements. 

Competitive salary plus an excellent benefits package

Contract type - 16-month fixed-term contract 

Requirements

• Experience in the GB energy retail market in a relevant role.
• An understanding of the regulatory framework for the GB energy market and how that relates to business models of REC stakeholders.
• Experience of working and communicating with a variety of stakeholders interpreting complex business processes and onboarding new procedures and ways of working.
• Demonstratable experience of working across multiple and possibly contradicting objectives to drive innovative solutions.
• Ability to work with digital processes and systems.
• Ability to manage a varied workload and be flexible and adaptable to changing priorities.
• Experience of working collaboratively across a diverse team to deliver exceptional service.

Required Skillset

• Ability to create resilient relationships.
• Ability to understand and work with differing stakeholder needs and how to put Parties and Consumers at the heart of the service.
• Be ambitious, creative, and innovative, learn lessons from their work, share expertise and continuously learn.
• Excellent communication skills, both written and verbal, able to understand and articulate complex issues to all levels of seniority and to technical and non-technical audiences.
• A keen eye for detail and the highest standard of quality for themselves and others.
• Passionate about delivering an exceptional service and positive outcomes for the market and consumers.
• Be a team player, with strong interpersonal skills, working collaboratively towards a shared vision for the future.

Upon employment, employees should also have a sound awareness of the Company's Information, Quality, Environmental and Energy Management Systems.