Customer Engagement team and your OSMs

Operational Support Managers (OSMs) offer dedicated operational support our customers – BSC Parties and Party Agents.  Our experience of providing the OSM service enables us to tailor our services to meet your needs.

While the OSM Service enables you to have more direct contact with us, you can also get in touch with the BSC Service Desk as they can offer advice in the resolution of operational queries. 

Team managers

View Ed Morris

Ed MorrisRead More

Head of Customer Engagement at Elexon
020 7380 4028
[email protected]

I am responsible for managing the Customer Operations team which is made up of a number of Operational Support Managers (OSMs) who provide operational support and education to our customers. The OSMs hold regular meetings with their associated customers to discuss performance and operational issues.

If you need any assistance, please feel free to contact me.

View Sarah Ross

Sarah RossRead More

Customer Experience Manager at Elexon
020 7380 4322
[email protected]

I am responsible for coordinating Elexon’s Voice of Customer strategy to ensure that we listen to our customers’ feedback,  understand our customers’ needs and continue to enhance our services.

If you need any assistance, please feel free to contact me.

View Nkem Afodume

Nkem AfodumeRead More

Operational Support Manager team leader at Elexon
020 7380 4291
[email protected]

I am responsible to overseeing the OSM team’s objectives and the support they give to our customers.

If you need any assistance, please feel free to contact me.

Operational Support Managers

If you want to check which OSM has been assigned to your company this information is available from the BSC Signatories and Qualified Persons web page.

View Adam Cox

Adam CoxRead More

Operational Support Manager at Elexon
020 7380 4312
[email protected]

If you need any assistance, please feel free to contact me.

View Mathew Donnelly

Mathew DonnellyRead More

Operational Support Manager at Elexon
020 7380 4256
[email protected]

If you need any assistance, please feel free to contact me.

View Joanna Pasnik

Joanna PasnikRead More

Operational Support Manager at Elexon
0207 380 4227
[email protected]

If you need any assistance, please feel free to contact me.

View George Player

George PlayerRead More

Operational Support Manager at Elexon
[email protected]

If you need any assistance, please feel free to contact me.

View Roderick Rees

Roderick ReesRead More

Operational Support Manager at Elexon
[email protected]

If you need any assistance, please feel free to contact me.

The role of the OSMs

Customer Relations

We aim to know your businesses so we can deliver an OSM service to suit your needs. OSMs also keep you informed of events and corporate developments and will listen to your feedback on our activities and the operations of the BSC.

Operational Support

OSMs provide operational support and education. As well as regular meetings to discuss performance and operational issues, we can deliver tailored education sessions, calling on support from other Elexon departments when necessary.

Training and Education

Education is one of the techniques which form part of the Performance Assurance Framework.  OSMs and other experts will provide this support in plain English wherever possible.  However, the responsibility remains with parties to operate under the provisions of the BSC, understanding and correctly applying its detailed requirements.

Error and Failure Resolution

The Error and Failure Resolution (EFR) process is a preventative technique which forms part of the Performance Assurance Framework (PAF). OSMs monitor and track information to identify process or performance failures at an early stage, and to prevent them from escalating. OSMs work closely with the Performance Assurance Board (PAB) to address performance issues, and play a vital role in ensuring EFR is applied consistently and transparently across the market.

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