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 marking 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 bonus scheme, pension and healthcare, season ticket loans, discounted gym membership, Cycle to Work scheme and more.

The Role

The Retail Energy Code (REC) is at the heart of the regulation of the GB energy market, setting the standards for new and improved ways of working. Covering the complete breadth of the market, it has introduced a new model of cooperation and best practice for Code Management and delivering a new digital, modern, and accessible, consumer-centric code.

Our Stakeholder Management Team was in place at the go-live of the REC and were integral to the onboarding and socialisation of these arrangements. The team is now responsible for working with Parties to the Code, Non-REC Party Service Users, Consumer Representatives, and other key stakeholders, working with multiple business and Party types. They are 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.  

Our Stakeholder Management Team works across the Code Manager functions of the REC ensuring information is fully understood and then fed effectively to stakeholders. They ensure parties know how to access all elements of the Code Manager service and how they can feedback queries and improvements to the arrangements.

The Operational Account Managers have a primary role within the Stakeholder Management Team, providing named support to multiple parties and stakeholders.  They understand differing party types and individual company needs, understand how the REC and the obligations are applicable to each Party recognise where changes to the Code or the associated arrangements may impact them.

The Operational Account Managers work with all Code Manager functions (including the Performance Assurance, Technical Services, Communications and Service Desk teams) to understand the current arrangements and process as well as the scale and impact of proposed change and ensure parties are always informed and supported. They support Parties with the onboarding and use of the REC systems and services including the REC Portal and the enquiry and switching services. They explain the REC in a language and context that is relevant to different REC Parties, accounting for their market role, experience, and business model. 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 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 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.
• Hold individual onboarding meetings between all new Parties to introduce the REC, the Code Manager and the process within it.
• Supporting Parties in development of engagement plans (which may include regular meetings) subject to their business model, Party type and aspirations.
• Work with other REC Code Manager teams to support the onboarding of parties 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 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.
• Supporting the service desk to ensure enquiries are responded to in a timely manner.
• 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 future areas of impact.

Salary Range £31,125 - £42,579, plus excellent benefits package

Requirements

Required Experience

• 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.
• An understanding 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.

WHAT WE OFFER
25 days annual leave, plus bank holidays
Reward and recognition schemes
Flexible working
Private Bupa healthcare
Life Assurance (up to 4 times annual salary)
Matched pension contributions
Season Ticket Loan
Cycle to work scheme
Buy and Sell annual leave
Reimbursement of eye test and up to £50 towards glasses or contacts
Corporate gym rates
Employee Assistance Programme
Summer and Christmas parties, along with monthly Gembar