Senior Change of Supply Administrator
3 months ago
Senior Market Interaction Administrator
**Location - Remote 3 days a week / Office based 2 days (must be local to Leeds)**
**Hours - Mon to Thurs - 08:30 -17:00 and Fri 08:30-16:30**
**Salary - £26000 - £29,000 per annum dependent on experience**
**Contract -12 Month FTC with possibility to lead to permanent employment**
The Senior Market Interaction Administrator will provide technical expertise to the Market Interaction Team, as well as training new starters, developing process/user process notes, allocating work within the team and supporting a number of key processes where required. To assist the Market Interaction Team with complex issues by liaising with internal and external parties to ensure these are resolved accurately and in a timely manner.
**Responsibilities -**
- Registration (and management of losses) of customers in a timely and accurate manner, assisting with the maintenance and development of all registration systems and processes
- Ensuring that relevant agents are appointed/de-appointed within industry timescales
- Ensuring that start and end reads are received for all new gains and losses in a timely manner Processing Changes of Measurement Class
- Ensuring Erroneous Transfers are process within SLAs set by industry and monitored by the Performance Assurance Board
- Administrative support for Elec New Connections and changes to existing meters including energisation and de[1]energisation for electricity meters
- Administrative support for Electricity meter removals and full-service disconnections
- Responding effectively to and helping resolve queries in relation to Change of Supply activities.
- Assisting in complying with Ofgem, BEIS, and DCC requests for information and reports on progress.
- Liaising effectively with third party agents - Adhering to internal processes and risk frameworks
- Efficiently and proactively managing the team mailbox and internal tickets abiding by set SLAs
- To develop new process documentation (including any gaps) and then to ensure documentation is reviewed and updated on a quarterly basis as a minimum
- Assist with the resolution of complex queries both internally and externally
- Prioritise and respond to customer queries and complaints in a timely manner, and assist the team with theirs.
- Assist the Market Interaction Team Leader with work allocation according to team responsibilities and level of experience, and to provide technical assistance to others ensuring that customer queries are resolved within service levels and performance targets are met.
- Provide assistance with team reporting giving visibility of task performance
- Actively take part in the completion of regression / testing as required and within the deadlines set
- Represent the team in internal and external meetings including customer, agent and performance meetings, ensuring team actions are addressed in a timely manner
- Facilitate on-the-job staff training and training improvements for Market Interaction & Metering Administrators and other internal teams
- Review team development against skills matrices on a monthly basis and recommend development opportunities and cross skilling initiatives to ensure we always have enough cover for holidays and absence
- Monitor industry changes ensuring the team impact is understood and shared for implementation
- Deputise in the absence of the Team Leader
Experience
- Gas and/or Electricity industry experience and relevant Market Interaction experience is essential.
- Proven record of excellent customer service.
- Demonstrated ability to succeed in a complex and dynamic environment.
- Previous leadership experience would be desirable
As for the benefits:
- 25 days plus bank holidays
- Healthcare cash plan: up to level 4 cover employee only
- Pension Scheme: Defined Contribution Scheme max ER contribution 12% if EE contributes 6%
- Annual bonus: 5% of salary
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