Service Analyst - Reporting & Insights

You’ll play a key role in delivering high-quality customer support, maintaining operational excellence and helping to continuously improve reporting services. Working closely with colleagues, customers and industry stakeholders, you’ll help ensure reporting services are delivered accurately, customer queries are resolved efficiently, and valuable operational insights support the evolving electricity market and the transition to Net Zero., As a Service Analyst, you’ll support the day-to-day delivery of Reporting & Insights services, ensuring customers receive an excellent service while helping improve operational processes and reporting capabilities.

• Provide advice, guidance and support to customers, helping them understand and use Elexon’s Reporting & Insights services.
• Develop your expertise as a Subject Matter Expert (SME) in your assigned products, services and the Balancing and Settlement Code (BSC).
• Monitor operational performance, reporting outputs and service risks, identifying issues, investigating root causes and supporting timely resolution.
• Develop and follow operational procedures, ensuring reporting services are delivered accurately and in line with business rules and obligations.
• Produce analysis, reports and recommendations that support operational decision-making and continuous service improvement.
• Support the validation, maintenance and quality of operational and reporting data.
• Assist with the delivery of service enhancements, including testing, implementation and business readiness activities.
• Build strong relationships with colleagues, customers and external stakeholders to support excellent service delivery.
• Resolve customer queries and provide a high standard of customer service across all interactions.
• Develop and maintain knowledge articles, operational documentation and training materials, helping customers make the most of Reporting & Insights services.
• Identify opportunities for continuous improvement, helping enhance reporting processes, increase self-service and improve the overall customer experience.

We’re looking for someone who enjoys analysing information, solving problems and delivering an excellent customer experience in a fast-paced operational environment.

• Excellent customer service and stakeholder management skills, with the ability to build positive working relationships.
• Strong organisational skills and the ability to manage multiple priorities while maintaining accuracy and attention to detail.
• An analytical mindset with an interest in reporting, operational performance and data-driven decision making.
• The ability to explain complex technical or regulatory information in plain English to different audiences.
• A proactive approach, taking ownership of work and seeing tasks through to completion.
• Strong written and verbal communication skills.
• Experience using Microsoft Office, particularly Excel, Word and PowerPoint.
• A collaborative approach with a willingness to learn new products, systems and industry knowledge.

Desirable experience:

• Knowledge of the GB electricity market and the Balancing and Settlement Code (BSC).
• Experience working with operational reporting, business data or customer insight.
• Familiarity with SQL, Power BI or other reporting and data visualisation tools.
• Experience presenting information or analysis to customers or stakeholder groups.
• Experience producing operational procedures, guidance or knowledge management content.
• Knowledge of ITIL or service management principles.

Pulled from the full job description

• Company pension
• Private medical insurance, * £46,000 salary
• Excellent benefits including bonus, private medical insurance and generous pension scheme
• The opportunity to work within a thriving organisation which can support your growth and development
• We operate a hybrid working approach with 2 days in our London office

We believe a diverse and inclusive culture allows innovation and creativity to flourish. We are committed to continuously improving our culture for our colleagues and stakeholders. Through our hugely successful Diversity Forum, Mental Health First Aid network and regular programme of activities and events, we celebrate difference and recognise the value of employee wellbeing, which is a consistent outcome from annual employee surveys that we conduct. Likewise, as a community, we like to support each other, and all agree Elexon is a great place to work with a great workspace too!

At Elexon, we want to:

• Provide true equality of opportunity
• Attract and retain diverse talent
• Listen to all voices
• Be representative of the communities we work in
• Be a role model for Diversity and Inclusion in the industry

Elexon together, embracing differences, listening to all voices

Ready to make an impact? Join us and help shape the future of energy services.

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