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

Gemserv is constantly looking ahead to ensure we continue to deliver exceptional service in a rapidly changing world. Our business is evolving, but we remain clear about where we want to be and how we want to get there. We are looking for an ambitious and enthusiastic Operational Account Manager to join our Retail Energy Code team.

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 practices for Code Management and delivered a new digital, modern, accessible, consumer-centric code.

Our Operational Account Managers are integral to the onboarding and socialisation of these arrangements. The team is responsible for working with Parties to the code, non-Party REC Service Users, consumer representatives, and other key stakeholders, working with multiple business and Party types.

The Operational Account Managers have a primary role, providing named support to multiple parties and stakeholders. They understand differing party types and individual company needs and recognise where parties may be impacted by code changes and how the arrangements work. They are responsible for working with Stakeholders to help them develop their understanding of the code and respective responsibilities within it.

The Operational Account Managers work with all code manager functions to understand the scale and impact of change and ensure parties are always informed and supported. They work with the RPA, RTS, service desk, and communications team to ensure new parties are onboarded to the arrangements including access to the REC Portal. They ensure parties know how to access all elements of the code manager service and how they can provide feedback queries and improvements to the arrangements. They need to explain the REC strategy 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 are 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 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 contribute to a more balanced and equitable market

Responsibilities

• Reporting directly to the Head of Stakeholder Engagement you will have line management responsibility for part of the REC Operational Account Management team
• Work with other REC service providers to onboard parties and stakeholders to the code
• Develop and maintain strong, collaborative working relationships with other Code Managers and Service Providers.
• Support the Change Management team with the development of enduring change solutions.
• Liaising with the 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
• Understand the impact and scale of change required by their stakeholders and provide an initial impact assessment of change to systems and processes as well as code change
• 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

Competitive salary plus bonus and excellent benefits package

Requirements

• Ability to create resilient relationships
• An understanding of 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 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
Profit related Bonus (discretionary)
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