Support Officer for Operations

Salary: 28-30k + Benefits

Employment Type: Permanent / Full-time preferred (requests for part-time/flexible working arrangements are welcome)

About Us

Energy Systems Catapult is an independent research and technology organization dedicated to accelerating innovation in the Net Zero energy sector.

Established in 2015 by Innovate UK, the Catapult has assembled a diverse team of over 250 professionals, encompassing technical, engineering, consumer, commercial, incubation, digital, and policy expertise. We leverage sector-leading testing facilities, modeling tools, and data from over 500 research projects.

Our comprehensive energy system capabilities empower innovative companies—both small and large—to test, trial, and scale their new products and services. Our impact is realized when these innovators attract new customers, secure investments, and obtain grants to thrive in the future energy landscape.

Located in Birmingham, Energy Systems Catapult is part of a network of nine world-class technology and innovation centers established by Innovate UK. The Catapult Network promotes collaboration among industry, government, research organizations, academia, and others to transform innovative ideas into valuable products and services.

Role Overview

The Operations Team at Energy Systems Catapult is expanding due to increased demand for our services. We are seeking two additional team members to support ongoing operations, new initiatives, and product support across several key assets, including the Living Lab, Net Zero Go, and Warm Home Prescription.

The Living Lab is a nationwide initiative involving real homes that share their energy data and participate in energy trials. These trials evaluate eco-technologies, products, and services to support the UK Government's goal of achieving Net Zero by 2050. Over the past two years, the Living Lab has expanded from 100 to 2500 homes, attracting significant interest from industry and academia for research and development trials. Our Operations team assists Living Lab participants with data sharing, hardware installation, and technical support, ensuring high-quality trials for all users.

The Warm Home Prescription project allows individuals identified by NHS trusts with chronic illnesses affected by cold conditions to receive a prescription for a warm home. Our Operations team is responsible for the smooth operation and development of this initiative as it progresses through New Product Introduction (NPI).

The Net Zero Go platform enables local authorities to implement their own projects contributing to Net Zero. It provides essential tools and information for managing projects and understanding the energy sector and low carbon technologies. Our Operations team supports users of Net Zero Go, which has grown to 750 users in over a year, receiving positive feedback.

Key Responsibilities

This role is crucial for enhancing ongoing operations for Living Lab trials and other assets through effective communication, task management, reporting, and strategic outreach. We aim to be inclusive in our trial and product design, requiring the ability to convey complex technical concepts simply and effectively to a diverse consumer base. The Operations role facilitates the successful introduction and management of various assets across the organization, ensuring they are set up for success and continuously improved.

The primary responsibilities include:

• Supporting the development and deployment of technical assistance to consumers, participants, and local authorities utilizing our platforms. This includes system administration tasks such as user setup, maintaining high data quality standards, trial administration, tracking trial progress, and managing incentive payments.
• Engaging with a variety of stakeholders, including Living Lab participants, colleagues, and commercial partners, using strong communication skills.
• Maintaining database accuracy and associated software as required. Reviewing reports to monitor data quality with the Tableau analytics tool, investigating data gaps, assessing their impact, and resolving issues with participants, colleagues, and partner organizations.
• Collaborating with other teams to contribute operational needs and requirements for the Living Lab platform, participating in the design process and user testing, and reporting any operational bugs in the software.
• Managing daily work priorities and escalating issues as necessary.
• Monitoring risk and quality assessment and management.
• Assisting in the creation of trial documentation such as offers, questionnaires, and terms and conditions.
• Participating in trial planning activities, collaborating with project teams, clients, and government bodies to ensure smooth trial execution.
• Facilitating the installation and decommissioning of technologies (e.g., smart thermostats) in homes, managing logistics, and liaising with participants, installers, and clients while accommodating accessibility requirements.
• Ensuring compliance with legal obligations such as GDPR, with in-role training provided.
• Adhering to relevant operational and business procedures and contributing to process updates.

This position reports to the Operations Manager in the Digital Capability team and offers an excellent opportunity to deepen your understanding of the challenges facing the energy sector regarding decarbonization and the UK's journey to Net Zero.

Required Skills and Experience:

Strong interpersonal and communication skills are essential for this role. You must convey technical information clearly and concisely through written and verbal communication methods, adapting your style to suit various users, including vulnerable consumers and stakeholders at different organizational levels. Remaining calm and reassuring when interacting with the public is crucial.

Excellent organizational skills are necessary, as the role involves managing multiple projects and products simultaneously while balancing ongoing operational tasks. Keeping documentation up to date, clear, and accessible is vital for decision-making and status tracking.

A keen problem-solving mindset is required, with a curiosity about the origins of issues and a motivation to resolve them while seeking ways to prevent recurrence.

We seek collaborative and flexible individuals who are willing to step up to work on new projects and tasks, working cross-functionally with internal and external teams and navigating competing priorities.

A willingness to develop new skills and support tools and systems is vital, as the Operations team continues to expand its support across the organization. Training will be provided.

A focus on continuous improvement is necessary as the assets we support grow and multiply, ensuring efficient operations that meet increasing demands.

Desired Skills and Experience:

Interest in decarbonization and/or the energy sector.

Experience in customer service or a similar role.

Experience applying methodical problem-solving approaches to minimize impact and prevent recurrence.

Experience handling large datasets, particularly using and creating reports and queries within Tableau.

Knowledge of risk and quality assessment and management.

Experience managing trials and products (New Product Introduction).

Experience working in cross-functional project teams.