Customer Operations (OSMs)
Operational Support Managers (OSMs) offer dedicated operational support to you, our customers – BSC Parties and Party Agents. Our experience of providing the OSM service enables us to tailor our services to meet your needs.
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 across ELEXON 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.
More Information
While the OSM Service enables you to have more direct contact with us, the BSC Service Desk is also a source of advice in the resolution of operational queries. If you are a BSC Party or Party Agent, please refer to the BSC Signatories and Qualified Persons page to identify your OSM.
Benjamin Mitchell
Operational Support Manager
I joined ELEXON in September 2013 as an Operational Support Manager.
Dapo Opadere
Operational Support Manager
I joined ELEXON in February 2017 as an Error and failure resolution (EFR) analyst in the Disputes and Compliance team, working closely with the OSMs to manage EFR plans, in particular, BSC Audit and Technical Assurance of Performance Parties (TAPAP) related plans.
Ed Morris
Customer Operations Manager
I have worked at ELEXON since 2007, originally joining the Change Delivery department to support the BSC Panel committees. I then worked in a variety of operational roles across ELEXON gaining a broad knowledge of the BSC Arrangements and processes before transferring to the Customer Operations team, where I was responsible for providing support and guidance to Parties who wish to enter or exit the market. I regularly interacted with new and established companies, who may have little or no knowledge of our complex arrangements and provided an end-to-end service, guiding people from initial contact through to them going live.
Elliott Harper
Change Team Leader
I joined ELEXON in June 2014 as a Technical Analyst, working on Trading Disputes, Metering queries, Compliance matters and Technical Assurance of Performance Assurance Parties (TAPAP) auditing. I then moved to the Change Management team as a Senior Change Analyst, progressing Change Proposals and Modifications to the BSC and its associated documentation, as well as facilitating Issue Groups.
Joanna Pasnik
Operational Support Manager
I joined ELEXON as an Operational Support Manager in September 2016.
Laura Henshall
Operational Support Manager
I joined ELEXON in November 2016 as an Operational Support Manager (OSM), where I offer dedicated operational support to BSC Parties and Party Agents.
Mathew Donnelly
Operational Support Manager
I joined ELEXON in September 2015.
Matthew Woolliscroft
Market Entry Analyst
Nkem Afodume
Market Entry Analyst
I joined ELEXON’s Market Entry team in August 2016. Prior to working at ELEXON, I worked at Engie Power Limited and EDF Energy Ltd.
Oliver Meggitt
OSM Team Leader
I joined ELEXON in January 2010, working in the Monitoring and Disputes team. I was involved in the production and analysis of performance reports for the Performance Assurance Board (PAB) and also provided reports to our customers.
Ryan Dale
Operational Support Manager
I joined ELEXON in August 2017 as an Operational Support Manager (OSM), where I offer dedicated operational support to BSC Parties and Party Agents.
Sarah Ross
Market Entry Analyst
I joined ELEXON’s Market Entry team in October 2014 after working at LoCO2 Energy Supply LTD. Within Market Entry, my role is to be the first point of contact for all Parties wishing to enter the Market and provide support and guidance throughout Central Volume Allocation (CVA) Qualification.