Service Analyst

Elexon; Greater London; Hybrid; GBP 43,000 - 53,000; Full time

Benefits offered by this job

Bonus

Private medical insurance

Generous pension scheme

Job summary

Elexon in London is seeking a Service Analyst (Grade 9) to join the Settlement & Insights team on a permanent basis. You will support day-to-day delivery of Settlement services, helping customers understand and use Elexon’s services while ensuring BSC obligations are met.

Join a collaborative team and develop expertise across data analysis, reporting, and service improvement, with hybrid working including 2 days in the London office.

Qualifications

• We’re looking for someone who enjoys solving problems, supporting customers and working with information and data in a busy operational environment.
• Excellent customer service skills with the ability to build positive relationships with customers and stakeholders.
• A proactive approach, taking ownership of tasks and seeing them through to successful resolution.
• Strong organisational skills and the ability to manage a varied workload and changing priorities.
• Good analytical and problem-solving skills with strong attention to detail.
• The ability to understand complex information and communicate it clearly in plain English to different audiences.
• Strong written and verbal communication skills.
• A collaborative approach and the ability to work effectively as part of a team.

Responsibilities

• Provide advice, guidance and support to customers, helping them understand and use Elexon’s services.
• Develop knowledge across products and the Balancing and Settlement Code (BSC).
• Support the delivery of operational processes and ensure services are delivered accurately and in line with agreed business rules and obligations.
• Monitor operational data, service performance and risks, identifying issues and supporting timely resolution.
• Investigate issues and help identify root causes and appropriate solutions.
• Resolve customer queries, providing a high-quality customer experience and keeping customers informed of relevant developments.
• Produce analysis, reporting, recommendations and commentary for colleagues, stakeholders, panels and committees.
• Develop your skills in data analysis, modelling and visualisation.
• Support the delivery and implementation of changes to services.
• Build strong relationships with colleagues, customers, industry participants and external service providers.
• Identify opportunities to improve services, processes and the customer experience, including increasing customer self-service.
• Develop, review and maintain operational processes, procedures and knowledge-management content.
• Provide support, guidance and training to customers and colleagues where required.

Skills

Customer service

Analytical thinking

Communication skills

Team collaboration

Problem solving

Organisational skills

Tools

SQL

Power BI

Excel

PowerPoint

Job description

Location: London Employment: Permanent, full-time Salary: 47750 Posted Date: 28 Sep 2026 Closing Date: 12 Oct 2026

We’re looking for a Service Analyst (Grade 9) to join our Settlement & Insights team at Elexon on a permanent basis.

In this role, you’ll support the day-to-day delivery of Settlement services, ensuring Elexon continues to meet its Balancing and Settlement Code (BSC) obligations while providing a high-quality service to customers. You’ll work closely with other analysts, customers and stakeholders to resolve queries, monitor operational performance and support the continuous improvement of our services.

This is a great opportunity to develop specialist knowledge of the BSC and GB electricity market while building your experience across customer service, operational delivery, data analysis and service improvement.

What you’ll do:

Provide advice, guidance and support to customers, helping them understand and use Elexon’s services.

Develop your knowledge and expertise across relevant products, services and the Balancing and Settlement Code (BSC).

Support the delivery of operational processes and ensure services are delivered accurately and in line with agreed business rules and obligations.

Monitor operational data, service performance and risks, identifying issues and supporting timely resolution.

Investigate issues and help identify root causes and appropriate solutions.

Resolve customer queries, providing a high-quality customer experience and keeping customers informed of relevant developments.

Support the validation, maintenance and quality of key operational data.

Produce analysis, reporting, recommendations and commentary for colleagues, stakeholders, panels and committees.

Develop your skills in data analysis, modelling and visualisation.

Support the delivery and implementation of changes to services.

Build strong relationships with colleagues, customers, industry participants and external service providers.

Identify opportunities to improve services, processes and the customer experience, including increasing customer self-service.

Develop, review and maintain operational processes, procedures and knowledge-management content.

Provide support, guidance and training to customers and colleagues where required.

What you’ll bring:

We’re looking for someone who enjoys solving problems, supporting customers and working with information and data in a busy operational environment.

Excellent customer service skills with the ability to build positive relationships with customers and stakeholders.

A proactive approach, taking ownership of tasks and seeing them through to successful resolution.

Strong organisational skills and the ability to manage a varied workload and changing priorities.

Good analytical and problem-solving skills with strong attention to detail.

The ability to understand complex information and communicate it clearly in plain English to different audiences.

Strong written and verbal communication skills.

A collaborative approach and the ability to work effectively as part of a team.

The confidence to identify issues and opportunities for improvement and suggest practical solutions.

Proficiency in Microsoft Office, including Word, Excel and PowerPoint.

An interest in developing your knowledge of the BSC, Settlement processes and the wider GB electricity market.

Experience working in a customer service, operational or service-delivery environment.

Knowledge of the Balancing and Settlement Code (BSC) and GB electricity market arrangements.

Knowledge of BSC processes, including Settlement, Credit, payment and contingency arrangements.

An understanding of the roles of BSC Parties, BSC Agents, committees and Code Bodies.

Experience using, or an interest in developing skills in, SQL or other coding languages.

Experience with data analysis and visualisation tools such as Power BI.

Experience presenting information to groups or stakeholders.

Experience developing or maintaining knowledge-management content.

Knowledge of ITIL or service-management principles.

What’s in it for you:

Salary – £47,750

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

Our culture

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.