Head of Industry Data and Settlement

Working within our Customer Operations team, as Head of Industry Data & Settlement, you’ll be the person responsible for delivering exceptional performance within the Energy industry while future proofing the department to ensure that ongoing business and Industry transformation activities are incorporated into daily working practices.

This role is varied in scope, with the opportunity to contribute to projects across Ecotricity. Our transformation programme allows the Head of Industry Data & Settlement to take the lead with many initiatives providing both core functionality and value-added services to significantly enhance our operational capability, customer satisfaction and industry ranking.

You’ll define our Industry Data & Settlement teams, taking the operational lead on ensuring we get the best service from our people and 3rd party agents, in conjunction with the Head of Metering and Supplier Contract Managers. You’ll also be at the heart of making sure we not only comply with the relevant industry regulations but are at the forefront of industry change programmes.

You’ll build and monitor KPIs across multiple teams and ensure that they work together to ensure the integrity of our data within the Energy industry. You’ll also assist the Trading teams to ensure our Settlement performance supports our trading model and costs.

What will you do?

The Role Includes But Is Not Limited To

Business Development and Operational Efficiency

• Take accountability and responsibility for our industry performance and operational effectiveness of the teams and people within Industry Operations, work collaboratively across Ecotricity to ensure that our industry performance and industry data requirements are understood and that all processes and tasks across the business do not negatively impact our compliance and performance
• Deliver onboarding performance to achieve a billing performance of 99%.
• Develop process to deliver settlement performance for Half Hourly 99%, & Non Half Hourly at 97%
• Manage relationship with ESG and other 3rd parties to develop processes in support of Managed Service delivery
• High level ownership and documentation of all operational processes and delivery mechanisms with a focus on increasing quality, efficiency and productivity across area of responsibility
• Implementation of Industry related policy, procedures and best working practices to ensure compliance with industry bodies and regulatory requirements.
• Ensure that the integrity of our industry and customer data is maintained and accurate within Ecotricity environments and to support the full customer journey.
• Develop Processes to manage revenue assurance in relation to incorrectly traded MPxN.
• Work closely with the domestic and business teams to support operational onboarding, loss and unbilled processes and performance
  
  

Development of Department

• Develop and continue to evolve competencies of all staff either in technical or leadership roles.
• Ensure robust planning and objective setting for departmental activities to deliver/perform against strategic plans to improve achievement of Industry targets and performance metrics
• Identify and lead change within the department to ensure measurable improvements in KPI’S, quality and performance
• Develop and lead a culture where people are empowered to be their best, recognising success and a robust performance management culture.
• Identify and implement initiatives that will reduce industry exceptions that can lead to accounts going unbilled, cause debt and result in a poor customer journey
• Engage with staff at all levels and provide regular clear communications that are engaging and motivate our staff
• Ensure that all staff put the customer at the heart of all our processes ensuring a timely, high-quality output and experience.
• Lead the team by example and ensure people are supported and managed to ensure a high performing culture
  
  

Management Information

• Ensure that all management reporting is delivered in a timely, qualitative and accurate manner as required
• Ensure that month end data is submitted within company deadlines
• Provide data when requested to the regulator
• Manage annual audit ensuring all data is provided on time and the team, and wider business teams, included in scope of audit, are ready
  
  

Cost Control

• Ensure that budgets are completed using accurate data and modelling, blending in all aspects of a rapidly changing business, wider environment and customer behaviour
• Work with third parties and Ecotricity teams to provide a consistent framework to define our approach to recover and prevent excessive cost
• Provide support, where needed, to define contractual terms with third parties to ensure the best commercial relationship possible
  
  

Additional Responsibilities

Engage with the wider team and peer group to deliver against organisational objectives and strategy

Sponsor business financial, system and process improvement initiatives across customer service with a view to a seamless customer journey

About You

You’ll demonstrate a real passion for our vision of a Green Britain and will bring an energetic and dynamic approach to our agenda demonstrating the Ecotricity Ethos at every opportunity.

As Head of, you’ll be experienced in handling a diverse workload, able to spread your time and thinking across a wide range of activity and changing priorities. You’re both an analytical ‘process person’, and an upbeat ‘people person’, able to inspire your own team as well as be a figurehead for others across diverse teams that do not report to you.

You have excellent communication skills and are an innovative thinker, willing to try new approaches to really connect with our values.

The role requires excellent management and leadership skills with experience of managing large teams whilst also influencing those not directly under your line of management through effective stakeholder management. You’ll have experience implementing motivational and engagement initiatives to get the best out of your people whilst always focusing on great service.

You’ll have led your team by defining core service strategies that grow and evolve with both business and customer needs. Ideally you will have experience of leading people and service through periods of significant growth or change, and/or managing people in a fast moving and dynamic industry.

Skills And Experience

• Provides focused leadership skills including listening, empathy, decisiveness, influencing at all levels, stakeholder management
• Excellent communication & collaboration skills with ability to Influences outcomes of internal teams and external providers using effective negotiation
• Highly developed organizational and planning skills, including the ability to work to deadlines and targets
• A ‘can do’, upbeat attitude and the fortitude to bounce back quickly from challenges
• Technical expertise including a firm understanding of process improvement techniques and experience in applying these if they are to make organizational changes
• Leadership skills such as the ability to coach others, inspiring colleagues to give their best effort and setting the direction for many initiatives
• Solutions focused, resourceful and prepared to challenge the status quo
• Foresight to understand risks and mitigate well ahead of time
• A ‘customer service’ mindset (which includes wanting to do the very best for internal ‘customer colleagues’), balanced with tenacity and strength of character to support improvements in the customer journey
• Confident and professional manner with integrity and diplomacy
  
  

Desirable Skills & Expertise

• Utilities/energy sector experience
• Previously worked within a regulated industry
• Compliance/Controls monitoring experience
  
  

Competencies & Personal Attributes

• Ability to negotiate and influence at a senior management level and management of expectations appropriately
• Ability to achieve challenging financial targets, drive and deliver change
• Excellent interpersonal, planning and organisational skills
• Customer and solution/delivery focused
• Inquisitive and innovative
• Exceptional self-motivation, energy and drive
• Tenacious team player with a ‘Can Do’ attitude with gravitas to push change through the business
• Ability to cope with rapid changes in work schedules and manage workload
  
  

About Us

What's in it for you...

Healthcare plan, life assurance and generous pension contribution

Volunteering Day

Hybrid Working

Various company discounts (including shops, gyms, days out and events)

Holiday of 25 days (plus bank holidays) & ability to buy/sell days

Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.

Flexibility statement

The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.

Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.

Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.

We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we build windmills, sun parks and green gasmills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of grass.

We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.