Customer Service

• Ensure timely, high-quality service to customers (developers, ICPs, UIPs, SLPs).
• Cultivate a ‘Think Customer’ mindset to ensure all customers, including vulnerable consumers and those on the Priority Services Register (PSR) receive the right level of help and support.
• Handle escalations and complex queries fairly & in line with ESP Policies and the Industry Standards of Service.
• Actively utilise the CRM system provided including regularly reviewing of all available Dashboards and Reporting.
• Attend customer meetings face to face and/or via TEAMS, as appropriate.

Strategic Account Management

• Support Strategic Account Managers and their teams.
• Maintain strong, collaborative relationships with key accounts.
• Ensure clear & concise Meeting Reports are generated to accurately represent customer meetings.
• Generate & present customer reporting to demonstrate performance, challenges & focus areas.

Data, Reporting & Analysis

• Create and deliver accurate performance reports.
• Use data to identify trends and opportunities for improvement.
• Present information at department and executive level.
• Prepare & submit a comprehensive monthly summary of team performance.

Regulatory Compliance

• Submit all required reports to regulatory authorities including Ofgem & Ofwat in a timely manner.
• Actively participate in all relevant Audits, including those conducted by KPMG/Elexon.
• Utilise all available dashboards & reporting to monitor & measure compliance.

Change & Continuous Improvement

• Work closely with the Change Team to improve systems and processes.
• Use continuous improvement tools (e.g., Six Sigma) to achieve process efficiency & simplification.

Internal Collaboration

• Communicate clearly & professionally with internal teams and leadership.
• Prepare for and present to the monthly Operations Townhall Talk.
• Work closely with peers to ensure a consistent approach to team management across the department.
• Maintain a professional team reputation across the company by challenging respectfully and role modelling adherence to Company Policies.

Manage conduct, absence, and capability

• Hold timely performance and/or behaviour-related conversations, follow HR policies and maintain clear documentation / records.
• Use return-to-work interviews, capability reviews and formal improvement plans as appropriate to address issues early, support individuals appropriately and protect overall team performance and morale.

Person Specification

We are looking for a confident and organised leader with strong communication skills, a customer-focused mindset, and the ability to motivate others, solve problems & adapt to change.

Key requirements include:

• Experience leading and developing teams, including active performance management.
• The ability to manage productivity, analyse performance data and turn insight into action.
• A strong customer service focus, communication skills, and stakeholder management.
• A proactive and innovative approach to problem solving, continuous improvement and change.
• The ability to produce and present clear reports, confidently use Microsoft Office and maintain attention to detail.
• Utilities or distribution industry experience and knowledge of continuous improvement principles is an advantage but not essential.