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Support Officer for Operations
2 months ago
Salary: 28-30k + Benefits
Employment Type: Permanent / Full-time preferred (flexible working arrangements considered)
About Us
Energy Systems Catapult is a leading independent research and technology organization dedicated to driving innovation in the Net Zero energy sector.
Established in 2015 by Innovate UK, we have assembled a diverse team of over 250 professionals with expertise spanning technical, engineering, consumer, commercial, incubation, digital, and policy domains. Our capabilities are supported by state-of-the-art testing facilities, advanced modeling tools, and extensive data from over 500 research initiatives.
Our goal is to leverage this comprehensive energy system expertise to assist innovative companies—both large and small—in testing, trialing, and scaling their products and services. We aim to create impactful outcomes that enable these innovators to attract new customers, secure investments, and obtain grants to thrive in the evolving energy landscape.
Located in Birmingham, Energy Systems Catapult is part of a prestigious network of nine technology and innovation centers established by Innovate UK. This network promotes collaboration among industry, government, research institutions, academia, and other stakeholders 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 looking to add two essential team members who will contribute significantly to the ongoing operations, new initiatives, and product support across various key assets.
The Living Lab represents 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 both industry and academia for research and development purposes. Our Operations team plays a crucial role in assisting 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 prescriptions for a warm home. Our Operations team is responsible for the seamless execution and advancement 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 offers tools and information necessary for managing projects and understanding the energy sector and low carbon technologies. Our Operations team provides essential support to the users of Net Zero Go, which has grown to 750 users in just over a year, receiving substantial positive feedback.
Key Responsibilities
The successful candidate will play a vital role in enhancing ongoing operations for Living Lab trials and other assets through effective communication, task management, reporting, and strategic outreach. We prioritize inclusivity in our trial and product design, necessitating the ability to convey complex technical concepts simply and effectively to a diverse audience.
Primary responsibilities include:
- Supporting the development and deployment of technical assistance to consumers, participants, and local authorities using our various platforms. This encompasses system administration tasks such as onboarding new users, maintaining high data quality standards, trial administration, tracking trial progress and inventory levels, and processing incentive payments.
- Engaging with a variety of stakeholders, including Living Lab participants, colleagues, and commercial partners, utilizing strong communication skills.
- Ensuring the accuracy of databases and associated software as required. This includes reviewing reports to monitor data quality using the Tableau analytics tool, investigating data gaps, assessing their impact, and resolving issues with participants, colleagues, and partner organizations. Additionally, facilitating any further data quality monitoring needs by designing and implementing new reports and dashboards.
- Collaborating with other teams to contribute operational needs and requirements during the development of the Living Lab platform, overseeing the design process and user testing, and reporting any operational bugs in the platform software.
- Managing daily work priorities and escalating issues as necessary.
- Monitoring risk and quality assessment and management.
- Assisting in the creation of trial documentation, including 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 (such as smart thermostats) in homes, managing logistics, and coordinating with participants, installers, and clients. This includes assessing home suitability, handling last-minute changes, and ensuring all parties are updated while accommodating participants' accessibility needs.
- Ensuring compliance with legal obligations such as GDPR, with training provided.
- Adhering to relevant operational and business procedures and contributing to updates of operational processes.
This role will report 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 in relation to decarbonization and the UK's journey towards Net Zero.
Required Skills and Experience:
Strong interpersonal and communication skills are essential for this role. The ability to convey technical information clearly and concisely, both in writing and verbally, is crucial. Candidates should be comfortable adapting their communication style to suit a diverse range of users, including vulnerable consumers, and across various organizational levels, both internal and external. Remaining calm and reassuring when interacting with the public is also important.
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 capturing decisions and statuses for reference.
A proactive 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.
Candidates should demonstrate a collaborative and flexible approach, willing to engage in new projects and tasks as needed, and work cross-functionally with other teams, both internal and external. The ability to navigate competing priorities is essential.
A willingness to develop new skills and support tools and systems is crucial, as the Operations team continues to expand its support across the organization. Training will be provided for these skills.
A commitment to continuous improvement is necessary to ensure efficient operations as the assets we support grow and evolve.
Desired Skills and Experience:
Interest in decarbonization and/or the energy sector.
Experience in customer service or a similar role.
Familiarity with methodical problem-solving approaches aimed at minimizing impacts and preventing recurrence.
Experience in managing large datasets, particularly using and creating reports and queries within Tableau.
Knowledge of risk and quality assessment and management.
Experience in managing trials and products (New Product Introduction).
Experience working in cross-functional project teams.
