Operational Support Associate

5 months ago

Birmingham, United Kingdom Energy Systems Catapult Full time
Context

The Energy Systems Catapult Operations Team is recruiting due to significant demand for our services from within the business. The Operations Team currently supports both development and deployment of several key assets, including the Living Lab, Net Zero Go and Warm Home Prescription. To support this growth, we need two additional team members who will play vital roles in ongoing operations, new operations and the introduction of product support.

The Living Lab is a UK wide group of real homes who can share their energy data and take part in energy trials. These trials test out eco-technologies, products and services to support the UK Government’s ambition to reach net Zero by 2050. In the last two years the Living Lab grown from 100 to 2500 homes, with more and more interest from industry and academia to use it for research and development trials. Our Operations team supports Living Lab participants with data sharing, hardware installation and tech support, as well as getting them involved in trials. We also support the running and development of the Living Lab, making sure that the Living Lab is always ready to deliver high quality trials for all users.

Warm Home Prescription is a project enabling people identified by NHS trusts with chronic illnesses impacted by the cold to be prescribed a warm home. Our Operations team ensure the smooth running and development of this initiative as we take it through New Product Introduction (NPI).

Net Zero Go is a Catapult platform that was set up to enable local authorities to run their own projects that contribute to Net Zero. It provides them with tools and information to run projects and understand both the energy sector and low carbon technologies. Our Operations team provides support to the users of Net Zero Go. Net Zero Go has been in operation for over 12 months and has grown to 750 users in this time and received significant, positive feedback.

The Role

The position will be pivotal in enhancing the ongoing operations for Living Lab trials and our other assets through effective communication, task management, reporting and strategic communications. We are seeking to be inclusive in our trial and product design, meaning that we need to take technically complex concepts and technologies and be able to communicate these simply and effectively to a diverse consumer base. The role of Operations is to facilitate the smooth introduction and running of various assets across the business, ensuring they are set up for success, continually improved, and take all users into account. This is a great opportunity to gain exposure to a wide range of Net Zero projects within the energy sector, and build on existing communication and problem-solving skills.

The primary aims of the role will be to:

  • Support development and deployment of technical support to consumers, participants and local authorities using our various platforms. This includes responding to queries, trial administration, tracking trial progress and stock levels, and making incentive payments.
  • Interface with an array of stakeholders such as Living Lab participants, colleagues and commercial partners using strong communication skills.
  • Reviewing reports to monitor data quality with the Tableau analytics tool, investigating any gaps in data, and escalating where necessary to resolve.
  • Reporting and tracking any operational bugs in the platform software.
  • Managing day-to-day work priorities and escalating work where necessary.
  • Contribute to risk and quality assessment and management.
  • Support the installation and decommissioning of technologies (such as smart thermostats) into homes, tracking installations, stock levels and linking status, liaising with participants, installers, and clients. Assessing the suitability of homes as per the selection criteria.
  • Ensuring compliance to legal obligations such as GDPR – in role training provided.
  • Ensuring compliance with relevant Operational and business procedures.

The role will report into the Operations Manager in the Digital Capability and would be a great role in which to develop a deeper understanding of the challenges facing the Energy Sector in respect to decarbonisation and the UK’s journey to Net Zero.

Required experience / skills:

Strong interpersonal and communication skills are key to this role. You will need to convey technical information which will require you to be clear and concise using written and verbal communication methods. You will need to be comfortable adapting your style to suit a variety of users including vulnerable consumers, and across multiple organisational levels, both internal and external. You will need to remain calm and reassuring when speaking with members of the public.

We need people with excellent organisational skills. The role will require you to work on different projects and products simultaneously, whilst balancing ongoing operational tasks. It will be important to keep documentation up to date, clear, and accessible to ensure decisions and status are captured and can be referenced.

We need people who are collaborative and flexible, stepping up to work on new projects and the tasks at hand, working cross functionally with other teams both internal and external. You’ll need to be able prioritise your workload.

Willingness to develop new skills and support tools and systems is vital as the Operations team need to support more and more of the organisation. Training for these will be provided.

A focus on continuous improvement is necessary as the assets we support grow and multiply, to ensure we are working efficiently and keeping up with demands.

Desired experience / skills:

Interested in decarbonisation and/or the energy sector.

Experience in customer service or a similar role.

Problem solving, with an eagerness to fully understand the issue and prevent it happening again. Experience applying methodical problem-solving approaches would be particularly favourable.

Experience in scrutinising large datasets, especially using reports and queries within Tableau.

Experience complying with GDPR.

Risk & quality assessment and management.

Managing trials and products (New Product Introduction).

Working in cross functional project teams.

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