Operations Support Specialist
3 weeks ago
The Operations Team at Energy Systems Catapult is expanding due to increased demand for our services. We are currently seeking two new team members to support the ongoing operations, development, and product support of several key initiatives, including the Living Lab, Warm Home Prescription, and Net Zero Go.
Living Lab is a nationwide initiative involving real households that share their energy usage data and participate in energy trials. These trials are designed to test eco-friendly technologies and services that align with the UK Government's goal of achieving net zero emissions 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 setup, and technical support, ensuring that the Lab is always prepared to conduct high-quality trials.
Warm Home Prescription is a project aimed at providing warm homes to individuals identified by NHS trusts who suffer from chronic illnesses exacerbated by cold conditions. Our Operations Team is responsible for the seamless execution and advancement of this initiative as it progresses through New Product Introduction (NPI).
Net Zero Go is a platform established to empower local authorities to implement their own projects that contribute to net zero goals. It offers essential tools and information to facilitate project management and understanding of the energy sector and low carbon technologies. Our Operations Team supports the users of Net Zero Go, which has grown to 750 users in just over a year, receiving positive feedback throughout its operation.
Key Responsibilities
The successful candidates will play a pivotal role in enhancing the operations of Living Lab trials and other initiatives through effective communication, task management, reporting, and strategic outreach. We aim to ensure inclusivity in our trial and product design, which requires simplifying complex technical concepts for a diverse audience. The Operations role is essential for the successful implementation and management of various initiatives across the organization, ensuring they are optimized for success and consider all user perspectives. This position offers an excellent opportunity to gain insights into a wide array of Net Zero projects within the energy sector while developing communication and problem-solving skills.
The primary responsibilities include:
- Assisting in the development and deployment of technical support for consumers, participants, and local authorities utilizing our platforms. This encompasses responding to inquiries, managing trial administration, tracking progress, and overseeing stock levels.
- Engaging with a variety of stakeholders, including Living Lab participants, colleagues, and commercial partners, using strong communication skills.
- Analyzing reports to ensure data quality with the Tableau analytics tool, investigating discrepancies, and escalating issues as necessary.
- Reporting and tracking operational issues within the platform software.
- Prioritizing daily tasks and escalating issues when needed.
- Contributing to risk and quality assessment and management.
- Supporting the installation and removal of technologies (such as smart thermostats) in homes, tracking installations, stock levels, and coordinating with participants, installers, and clients.
- Ensuring compliance with legal obligations, including GDPR, with training provided.
- Adhering to relevant operational and business procedures.
This role will report to the Operations Manager in the Digital Capability team and provides 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. Candidates must be able to convey technical information clearly and concisely through both written and verbal communication methods. Adaptability in communication style to suit a diverse range of users, including vulnerable consumers, is crucial. Candidates should remain calm and reassuring when interacting with the public.
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 and accessible is vital for informed decision-making.
We seek individuals who are collaborative and flexible, willing to take on new projects and tasks as needed, and capable of working cross-functionally with various teams. Prioritization of workload is essential.
A willingness to learn new skills and support tools and systems is vital, as the Operations Team is expected to support an increasing number of organizational initiatives. Training will be provided for these skills.
A focus on continuous improvement is necessary as the initiatives we support expand, ensuring efficiency and responsiveness to growing demands.
Desired Skills and Experience
Interest in decarbonization and/or the energy sector is preferred.
Experience in customer service or a similar role is advantageous.
Strong problem-solving skills, with a commitment to understanding issues thoroughly and preventing recurrence, are highly valued. Experience with methodical problem-solving approaches is particularly favorable.
Familiarity with analyzing large datasets, especially using reports and queries within Tableau, is beneficial.
Knowledge of GDPR compliance is preferred.
Experience in risk and quality assessment and management is advantageous.
Experience in managing trials and products (New Product Introduction) is a plus.
Experience working in cross-functional project teams is desirable.
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