Disclaimer: This posting is intended to source candidates for the Industry Operations Associate role. The title Customer Operations – Data is being used to better align with the key competencies we are seeking and to attract suitable candidates.
What's the role
At Shell Energy, we believe there's a better way to power your business. Aligned with Shell's vision to become the world's leading integrated energy company and to be net zero by 2050, we are here to guide businesses to a better energy future.
We offer businesses across Britain 100% renewable electricity as standard. Our cleaner, affordable and simple solutions help companies manage their energy spend and plan their sustainability roadmap – a fresh approach for environmentally conscious businesses that are looking to boost their sustainability credentials. We also offer natural gas to our customers with the option of supplying green gas on request.
What you'll be doing
The Industry Operations Associate supports the smooth delivery of day-to-day operational activities by ensuring processes are completed accurately, on time, and in line with company standards. The role helps maintain strong service delivery through data accuracy, issue resolution, coordination with internal and external stakeholders, and performance reporting. The role is critical at all stages of the customer journey - onboarding, within life, off boarding and managing our industry data obligations with the UK industry regulators.
- Provide day‑to‑day operational support to the UK Industry Operations teams, ensuring activities are processed accurately and within agreed service levels.
- Manage operational processes related to customer accounts, service changes, and service transfers.
- Support the onboarding and offboarding of business customers, ensuring activities are completed correctly and on time.
- Maintain accurate customer and operational data across internal and external systems including those that affect our industry data obligations.
- Investigate and resolve operational issues, data errors, and process exceptions.
- Monitor performance and service quality, identifying trends, risks, and opportunities for improvement.
- Work closely with internal teams, customers, and external partners to coordinate activities and improve service delivery.
- Follow company policies, controls, and regulatory requirements to ensure compliant operations.
- Identify process inefficiencies and support improvement initiatives to reduce errors and increase efficiency.
- Use sound commercial judgment to support customer outcomes while protecting business performance.
What you bring
We are seeking a proactive, organised and detail‑focused individual who is passionate about supporting operational delivery. You will be comfortable working to deadlines, managing multiple priorities and ensuring information is handled accurately and efficiently to support UK‑based operational teams.
Previous experience in an operations, business support, customer service, or analyst role is preferred. Candidates should demonstrate proficiency in operational processes, case management, or service delivery activities, along with a strong focus on maintaining accurate data. Knowledge on identifying and resolving operational issues or process exceptions is important, together with the ability to analyse performance information. A background in working in a regulated or process-driven environment would also be beneficial.
- Strong attention to detail and a high level of accuracy.
- Proficiency in Data Management and Data Reporting.
- Good analytical and problem-solving skills.
- Ability to manage multiple tasks and meet deadlines.
- Clear written and verbal communication skills.
- Ability to work collaboratively with internal teams, customers, and external partners.
- Confidence using operational systems, spreadsheets, and reporting tools.
- A continuous improvement mindset with the ability to identify and suggest better ways of working.
- Fluent English, with the ability to communicate clearly and professionally in writing and verbally.
- Experience working as part of a cross‑geography support model is advantageous but not essential.
