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Service Delivery Manager – Enquiry Services

Salary

£74,000 – £76,000

Employment Type

Permanent

Location

Remote

Closing Date

Flexible

About our role: What you’ll be doing

The Service Delivery Manager is responsible for the day-to-day delivery of gas and electricity enquiry services, ensuring providers meet their obligations in line with the Retail Energy Code (REC) and contractual requirements. The role also supports the ongoing transformation of enquiry services, ensuring change is delivered effectively, to high quality standards, and within agreed budgets and timescales.

They will act as a subject matter expert on all aspects of enquiry service provision, including operational requirements and key deliverables. Working closely with internal teams and external stakeholders, the Service Delivery Manager will help ensure enquiry services operate efficiently and continue to deliver value across the market.

In addition to core responsibilities, they will contribute to wider RECCo projects, providing specialist knowledge and supporting cross-functional collaboration. A proactive, solution-focused approach is essential, along with a strong commitment to service delivery and alignment with RECCo’s vision for the future. This role reports to the Senior Service Delivery Manager within the Enquiry Services Team, which forms part of the wider RECCo Operations.

 

 

Your day-to-day

  • Oversee operational delivery and continuous improvement of the Enquiry Services and in accordance with the Retail Energy Code (REC) and contractual obligations include service review and performance management.
  • Ensure the Enquiry Services remain compliant with REC requirements, proactively managing emerging risks.
  • Establish and maintain effective governance processes for the enquiry services, including reviewing performance reports, monitoring compliance tracking, and overseeing regular risk and issue management.
  • Support commercial management of the enquiry services, including contract performance reviews, and participation in procurement activities or contract renewals as required.
  • Champion a customer and user-centric approach to service delivery, continuously gathering feedback and using insights to drive improvements in user experience and satisfaction.
  • Lead and support the effective planning and execution of service changes, ensuring robust change management and stakeholder engagement throughout transition phases.
  • Maintain up-to-date knowledge of energy industry trends, regulatory changes, and technological developments to inform continuous service improvement.
  • Provide regular updates to senior management on service performance, risks/issues, improvement initiatives, and stakeholder feedback — contributing to internal reporting cycles and planning.
  • Work collaboratively across RECCo teams, contributing subject matter expertise to internal initiatives and supporting a cohesive approach to delivering RECCo’s strategic objectives.
  • Act as one of the key point of contact for supplier relationship management, fostering positive and constructive partnerships with enquiry service providers.
  • Foster and sustain strong, collaborative relationships with Enquiry Service Providers, REC Parties, Non-REC Parties, and strategic stakeholders to consistently deliver an outstanding Gas and Electricity Enquiry Services (GES/EES/ECOES).
  • Develop an in-depth understanding of the Retail Energy Code eco-system, its products and services and the end-to-end impacts of these on industry stakeholders and consumers and deploy this knowledge into enquiry service improvements.
  • Act as Technical SME for the enquiry services as necessary to support wider RECCo projects and initiatives. This includes:
    • Developing a strong understanding of the underlying technology — including how APIs function, how technology supports service delivery, and how changes can impact service performance. It also involves overseeing services delivered through technology by external providers, with an appreciation of the critical role these systems play in the energy market, where consistent and high-quality service delivery is key.
  • Drive enquiry service delivery and enhancements through:
    • Proactively identifying tasks and deliverables that will improve enquiry services in the short, medium and long term.
    • Effective internal and external collaboration with relevant stakeholders to drive continuous improvement and fundamental enhancements to the enquiry service.
    • Aligning enquiry services improvement activity with related internal initiatives.
    • Establishing the right ways of working — including meetings, processes, and governance — to ensure the enquiry services are continuously improved and well-managed. Identifying and engaging appropriately with stakeholders at all levels to ensure the enquiry services are identifying and preparing for future challenges and initiatives that will impact REC and Non-REC Parties.

About you: What you'll bring

  • A strong service delivery professional, with a proven ability to oversee operational performance, manage risk, and drive continuous improvement.
  • Exceptional communication skills, both written and verbal — capable of translating complex regulatory and technical issues into clear, actionable insights for a range of stakeholders.
  • Demonstrated ability to use initiative and sound judgement to identify opportunities for enhancing enquiry services, processes, and stakeholder experience.
  • Experienced in business operations, service governance, contract management, and change management within a regulated or highly governed environment.
  • Adept at building and maintaining effective relationships with service providers, industry participants, and internal teams, with a collaborative and customer-focused mindset.
  • A strategic thinker with strong attention to detail, who understands the broader impacts of service changes across the Retail Energy Code ecosystem.
  • Proactive and solutions-focused, with a track record of driving service improvements, managing compliance, and contributing to the strategic goals of an organisation.
  • Comfortable becoming and acting as a subject matter expert and key point of contact for enquiry services, representing the organisation confidently with both internal and external audiences.
  • Experience in the energy market is desirable but not essential; familiarity with the Electricity or Gas Enquiry Services is a plus.

 

What you'll get in return

  • A supportive, inclusive team environment
  • Mentorship and development opportunities
  • Flexibility through remote or hybrid working (your choice!)
  • A meaningful role where you can grow while making an impact
Check out our core benefits here.

Our commitment to you

We’re committed to cultivating an environment that champions equality, diversity, and inclusion. We want you to feel comfortable bringing your authentic self to work every day — regardless of your age, gender identity, ethnicity, religion, disability status, or any other aspect of who you are.

To apply, send your CV and a short statement on why you’re a good fit

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