ENSEK
Customer Excellence Platform Specialist
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About ENSEK
ENSEK builds the cloud‑native SaaS software that’s transforming how energy retailers operate, innovate and manage at scale.
We help retailers lower operating costs, improve billing accuracy for consumers, and enhance customer experience through automation and AI‑driven insight, all underpinned by modern, cloud‑native architecture.
ENSEK is at an exciting inflection point as we scale at pace towards new international horizons. If you’re driven by solving complex, real‑world problems and want to build modern technology that accelerates the global energy transition, you’ll feel right at home with us.
About The Role
The Customer Excellence Platform Specialist is a technical subject matter expert within the Customer Excellence (Centre of Excellence) function, responsible for deep interrogation, configuration understanding, and optimisation of ENSEK’s platform (Ignition) to support customer and operational performance improvements.
Operating as part of the Customer Excellence bench, the role provides a critical technical lens across customer and internal operations—ensuring that platform capabilities, configuration, and standard operating procedures are clearly understood, correctly applied, and fully utilised in line with intended design.
The role acts as the bridge between Customer Excellence delivery teams, Managed Services, and Product & Engineering—enabling Customer Excellence Managers and Specialists to diagnose issues, reduce avoidable demand, and improve first-time-right outcomes through better use of the platform.
A key accountability is to bring the platform to life through hands-on investigation, live demonstrations, and replication of customer scenarios—helping both internal teams and customers understand how the system behaves, why issues occur, and how best to resolve or prevent them.
The Customer Excellence Platform Specialist also identifies system constraints, configuration inefficiencies, API or integration issues, and functional gaps—feeding structured insight into Product and Engineering teams to improve platform performance and capability over time.
Fundamentally, the role increases confidence in ENSEK’s platform by ensuring it is used as designed, reducing reliance on legacy workarounds, and enabling scalable, efficient customer operations.
Key Responsibilities:
Platform Expertise & Technical Insight
- Act as the primary technical SME within Customer Excellence for ENSEK’s platform (Ignition), including configuration, workflows, and data structures.
- Develop deep understanding of platform setup including policies, procedures, tasks, trackers, events, and database relationships.
- Interrogate system behaviour to explain how and why outcomes occur within customer and operational processes.
- Analyse API logs, system data, and platform outputs to diagnose issues and identify root causes.
- Utilise tools such as Databricks and other data platforms to support technical analysis and insight generation.
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Customer & Operational Support
- Support Customer Excellence Specialists and Managers by providing technical expertise to underpin performance improvement initiatives.
- Assist in identifying and resolving avoidable demand drivers linked to system usage, configuration, or process misalignment.
- Enable teams to move away from legacy ways of working by aligning operational behaviours to platform design.
- Act as a central point of contact for technical queries, investigations, and escalations within the Customer Excellence function.
- Provide insight into service desk issues and recurring customer challenges, supporting prioritisation and resolution.
Platform Optimisation & Problem Solving
- Identify configuration issues, defects, or areas where the platform is not performing as expected.
- Diagnose and document bugs, system limitations, and integration challenges, working with Product and Engineering teams to resolve them.
- Highlight opportunities to optimise platform usage, improving efficiency, accuracy, and customer outcomes.
- Support root cause analysis of operational issues where platform behaviour is a contributing factor.
Live Demonstration & Scenario Replication
- Create and manage test environments and account setups to replicate customer scenarios and issues.
- Deliver live demonstrations and “show and tell” sessions for internal teams and customers to explain platform behaviour and best practice usage.
- Reproduce customer-reported issues in controlled environments to validate root causes and solutions.
- Support onboarding and transformation activity by demonstrating correct platform configuration and usage.
Cross-Functional Collaboration
- Work closely with Managed Services (Service Desk), Product, Engineering, and Platform teams to align on issues, priorities, and improvements.
- Act as the Customer Excellence interface into technical teams, ensuring clear articulation of customer and operational challenges.
- Feed structured insight, defects, and enhancement opportunities into product roadmaps.
- Collaborate with transformation and onboarding teams to ensure platform setup aligns with best practice from day one.
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Capability Building & Knowledge Contribution
- Build technical capability within the Customer Excellence team by sharing insight, knowledge, and best practices.
- Support training and coaching of Specialists and Managers on platform usage and technical understanding.
- Contribute to the development of playbooks, configuration standards, and knowledge assets related to platform usage.
- Promote consistent, standardised ways of working aligned to platform design and capability.
Discipline Requirements:
Performance Discipline
- Uses technical insight and system data to identify root causes and drive improvement.
- Translates complex system behaviours into clear, actionable recommendations.
- Supports reduction of avoidable demand through improved platform utilisation.
Governance Discipline
- Operates within established escalation, defect management, and governance frameworks.
- Ensures visibility of platform issues, risks, and dependencies.
- Maintains structured documentation of findings, issues, and resolutions.
Cultural Discipline
- Reinforces a “use the platform as designed” mindset across teams.
- Promotes collaboration between technical and operational functions.
- Contributes to a culture of continuous improvement, curiosity, and learning.
Experience & Expertise
- Strong experience working with complex platforms or enterprise systems (configuration and support).
- Proven ability to investigate and resolve technical issues in operational environments.
- Experience with APIs, system integrations, and data analysis tools.
- Background in customer operations, service delivery, or managed services environments.
- Ability to communicate technical concepts clearly to both technical and non-technical audiences.
Company Benefits
- 25 days’ holiday + bank holidays
- Option to buy or sell 5 extra annual leave days per year
- Vitality Health Insurance, including private healthcare, virtual GP access, mental‑health support and wellbeing perks (50% off gym memberships -Virgin Active, Nuffield, PureGym)
- Pension with 5% matched contribution
- Regular team‑wide and company‑wide events
- 2 volunteering days per year to give back
- Remote‑first working environment with offices in London and Nottingham
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