Energy and Heat Network Officer

Energy and Heat Network Officer

As Energy and Heat Network Officer, you will support the performance, compliance and continuous improvement of Great Places' heat network services. Working with customers, contractors and internal teams, you'll help ensure reliable services, accurate billing and excellent customer experience, while supporting regulatory requirements, improvement projects and future decarbonisation initiatives.

What you’ll be doing

• Support the effective management and operation of Great Places' heat network portfolio, ensuring high standards of customer service, performance and compliance.
• Investigate and resolve customer queries relating to heating, hot water services, metering, billing and service charges.
• Monitor contractor performance, supporting the delivery of agreed service standards and performance targets.
• Analyse operational and customer data to identify trends, performance issues, risks and opportunities for improvement.
• Coordinate data collection, reporting and compliance activities to support regulatory requirements, audits and internal governance processes.
• Produce and deliver customer communications relating to heat network services, tariffs, planned works and service improvements.
• Support the delivery of heat network improvement, decarbonisation and compliance projects, including customer engagement activities.
• Work collaboratively with internal teams, customers, contractors and external stakeholders to continuously improve services and customer experience.

What we need from you

• A proactive and self-motivated approach, with the confidence to take ownership of your work and manage competing priorities.
• A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing
• A passion to advocate on behalf of people and communities
• A commitment to work in partnership with others for the benefit of Great Places
• A commitment to continuous learning and improvement
• Ability to work flexibly and when needed

What you’ll need

Essential

• Experience working in a customer-focused environment and building positive relationships with a range of stakeholders.
• Knowledge of heat networks, district heating, energy services, metering and billing, or experience working in a similar operational or compliance environment.
• Experience of analysing and interpreting data and using insights to support decision-making and service improvement.
• Strong organisational skills with the ability to manage competing priorities and work independently.
• Excellent written and verbal communication skills, with the ability to explain complex information clearly to different audiences.
• Experience producing reports, customer communications or presentations.
• Strong IT skills, including Microsoft Office applications, particularly Excel.
• A proactive, solutions-focused approach with strong problem-solving and decision-making skills.

Desirable

• Knowledge of heat network regulations, reporting requirements and industry compliance standards, including HTAS.
• Knowledge of funding programmes and compliance requirements for energy efficiency and heat network projects (e.g. HNES).
• Experience of metering and billing systems and an understanding of service charge processes.
• Experience of contractor management, performance monitoring and working within a regulated environment.
• Experience supporting project delivery, decarbonisation initiatives or service improvement programmes.
• Confidence presenting information to customers, resident groups and stakeholders, with experience producing performance reports and dashboards.

What we give you in return for your hard work and commitment

• Pension ¦ DC scheme (up to 10% contribution from both colleagues and Great Places)
• WPA ¦ Healthcare scheme starts at no contribution level with £1250 of savings available per year (option to increase & add family members)
• Ways of Working¦ We offer some hybrid and flexible working
• Annual leave ¦Start at 26 days annual leave, increasing up to 30 days within 5 years + Bank Holidays
• Reward & Recognition ¦ You Count Rewards are individual reward’s for going ‘above & beyond’  
• Professional fees ¦ The business pays the cost of one professional role related membership fee for each colleague
• The Market Place ¦high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more
• Wage Stream ¦ You can access savings opportunities and early access to wages
• Health and Wellbeing Initiatives ¦ Our colleagues enjoy wellbeing campaigns throughout the year, with activities designed around our four pillars of wellbeing, these include career wellbeing, mental wellbeing, physical wellbeing and financial wellbeing

At Great Places we believe the wellbeing of our colleagues is vital to enable them to deliver to great services, all your benefits can be used inside and outside of work.