Monitoring and Logging

Design and develop chatbot conversation flows, ensuring they are intuitive and user-friendly for customers interacting with the company’s systems. Train chatbots using natural language processing (NLP) tools and real-world data to improve response accuracy and customer satisfaction. Continuously refine chatbot content based on user feedback, identifying areas for improvement in the chatbot’s responses. Monitor chatbot metrics such as user satisfaction, response time, and engagement to ensure it meets business objectives and customer expectations. Work with customer service teams to integrate frequently asked questions (FAQs) and critical customer pain points into the chatbot’s training database. Update the chatbot to reflect new services, product offerings, and customer feedback to keep the tool relevant and effective.

Lead the development and execution of the Customer Advocacy Framework, aligning with business priorities and regulatory expectations. Oversee the consolidation and analysis of customer feedback, complaints, survey results, and service pain points. Serve as the internal advocate for customer needs, ensuring policies, tariffs, services, and digital tools are customer-centric. Collaborate with product, service, and compliance teams to embed customer perspectives in service design and governance. Oversee the handling of high-impact or unresolved customer issues, working cross-functionally to ensure timely, fair resolution. Establish clear escalation paths for systemic issues requiring management or regulatory intervention. Liaise with regulators, ombudsman offices, and consumer protection bodies on matters related to customer rights and satisfaction. Ensure compliance with consumer protection regulations and support external audits or inquiries. Lead initiatives to translate feedback into actionable service improvements and strategic insights. Champion improvements in billing clarity, dispute resolution, digital accessibility, and service responsiveness. Lead and mentor the Customer Advocacy Support team. Foster a customer-first culture across the organization through training, communications, and employee engagement.

Assist in drafting, reviewing, and organizing customer contracts and related documentation. Maintain accurate and up-to-date contract records, including filing, tracking, and database management. Monitor contract milestones and ensure timely execution of renewals, amendments, and key deliverables. Provide administrative and coordination support for contract approvals, negotiations, and amendments. Prepare and distribute contract reports, summaries, and documentation for internal use. Collaborate with teams such as legal, sales, and finance to support the implementation of contract terms. Support resolution of basic customer inquiries related to contracts and assist in follow-up actions.

1. Design, implement, and manage infrastructure as code (IaC) solutions using tools like Terraform or CloudFormation. 2. implement and maintain Continuous Integration (CI)/ Continuous Delivery (CD) pipelines to automate software delivery and deployment processes. 3. configure and manage monitoring and logging systems to ensure high availability and performance of applications and services. 4. collaborate with development and operations teams to streamline workflows and improve efficiency through automation and integration. 5. ensure security best practices are integrated into the CI/CD pipeline and infrastructure. 6. troubleshoot production issues and coordinate with development teams to resolve them promptly. 7. optimise cloud infrastructure costs and resource utilisation through continuous monitoring and analysis. 8. conduct performance testing and capacity planning to scale applications and infrastructure. 9. document and maintain infrastructure and deployment procedures. 10. stay updated on industry trends and best practices in DevOps, cloud computing, and automation.

Assist in executing procurement strategies by preparing tender documentation, gathering supplier data, and supporting proposal evaluations. Track and consolidate energy consumption and pricing data, supporting the creation of procurement performance reports. Support the negotiation and administration of energy supply contracts, ensuring documentation accuracy and compliance with agreed terms. Maintain procurement records, monitor contract renewals, and ensure timely processing of orders, invoices, and payments. Monitor market trends and regulatory updates to inform the procurement team of relevant changes affecting energy sourcing. Coordinate communication between suppliers and internal teams to support timely service delivery and issue resolution. Assist in tracking supplier performance against SLAs and help address deviations or disputes as needed.

Assist in the preparation and submission of regulatory filings, reports, and compliance documentation. Monitor and track regulatory changes, updating internal teams on relevant developments. Gather data and insights to support regulatory analysis and policy assessments. Coordinate internal teams to ensure accurate and timely implementation of regulatory requirements. Maintain a regulatory compliance database, ensuring all documents and reports are up-to-date. Assist in preparing presentations and briefing materials for regulatory discussions. Provide support in conducting internal audits to assess regulatory adherence.