Senior Settlements Analyst

The Company Gentrack is a publicly listed software company providing leading utilities across the world with innovative cleantech solutions. The global pace of change is accelerating, and utilities need to rebuild for a more sustainable future. Working with some of the world’s biggest energy and water companies, as well as innovative challenger brands, we are helping companies reshape what it means to be a utilities business. We are driven by our passion to create a positive impact. That is why utilities rely on us to drive innovation, deliver great customer experiences, and secure profits. Together, we are renewing utilities.

Our Values and Culture

Colleagues at Gentrack are one big team, working together to drive efficiency in two of the planet’s most precious resources, energy, and water. We are passionate people who want to drive change through technology and believe in making a difference. Our values drive decisions and how we interact and communicate with customers, partners, shareholders, and each other. Our core values are:

• Respect for the planet
• Respect for our customers
• Respect for each other

We are a team that shares knowledge, asks questions, raises the bar, and are expert advisers. At Gentrack, we care about doing honest business that is good for not just customers but families, communities, and the planet. Gentrackers continuously look for a better way and drive quality into everything they do. This is a truly exciting time to join Gentrack with a clear growth strategy and a world‑class leadership team working to fulfil Gentrack’s global aspirations by having the most talented people, an inspiring culture, and a people‑centric business.

The Opportunity

As a Senior Settlements Analyst, you will be an expert in the way Gentrack’s Managed Service customers’ businesses operate and what drives their success. You will leverage your extensive experience working in the service industry to implement creative business solutions, following industry best practice. Your focus will be to ensure you deliver on the targets and SLAs set on a customer‑by‑customer basis, and to also ensure the team gets the training and upskilling needed to deliver fantastic performance. You will work alongside the Managed Services leadership team to support in delivering mutually beneficial partnerships with our customers.

The Specifics

Customer Management

• Resolve complex exceptions in customer back‑office business processes in line with customer agreed scope.
• Liaise with Stakeholders on engagements, supporting them in ongoing discussions and providing progress updates.
• Liaise with development teams and Customer Success Managers in order to resolve defects identified in business processes.
• Lead on tactical projects, acting as the engagement point with customers.
• Attend customer meetings (in person or remotely).

Operational Excellence

• Using your own expertise, and through coaching the wider team, meet operational KPIs for customers using the Gentrack products.
• You will be able to display your in‑depth technical and hands‑on knowledge of business systems and processes.
• Produce reports when required.
• Build strong relationships and demonstrate high levels of communication.
• Drive operational performance and efficiency, create specifications for areas of improvement and automation on the Gentrack platforms and for our customers.

Leadership

• Actively promote continuous improvement in team processes and practices.
• Form strong, collaborative relationships across the business, particularly with Customer Success Managers and Engineering managers and their teams.
• Provide support to the leadership team by proactively setting an example on team calls and company initiatives.
• Provide support to team members by motivating, training and coaching, provide feedback.
• Act as an escalation point for more complex issues.
• Demonstrate company values through your behaviour.
• To abide by the Compliance Policies and Procedures of the Company.
• Take reasonable care of your own and other people’s Health & Safety in the workplace.
• Report all incidents and hazards in your work or in your work environment that may be putting your or anyone else’s Health & Safety at risk promptly.
• In addition to this, you are required to carry out any other duties as reasonably requested by your direct line leader.

Some important characteristics we are looking for

• Experience in Electricity, Gas or Water utility industries.
• Previous experience using or implementing Junifer, Velocity, or similar enterprise CIS/CRM systems.
• You are passionate about delivering market leading customer service.
• You are a people person; you get a buzz out of seeing your teams achieve their goals and building up individuals so that they can grow and progress.
• You love data and combine it with your experience and intuition to solve problems.
• You’re an excellent communicator and can adjust your style so that you’re as relatable to team members as you are respected when engaging with senior customer stakeholders.

What we offer in return

• Personal growth – in leadership, commercial acumen, and technical excellence.
• To be part of a global, winning high growth organisation – with a career path to match.
• A vibrant culture full of people passionate about transformation and making a difference - with a one team, collaborative ethos.
• A competitive reward package that truly awards our top talent.
• A chance to make a true impact on society and the planet.

Gentrack want to work with the best people, no matter their background. So, if you are passionate about learning new things and keen to join the mission, you will fit right in.