Meet the Customer Operations team (your OSMs)

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.

• More on Training services delivered by ELEXON
• ELEXON seminar: Introduction to the energy market

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 on the Error and Failure Resolution process

Team managers

Ed Morris

Head of Customer Engagement
020 7380 4028
[email protected]

I am responsible for managing the Customer Operations team which is made up of the Operational Support Managers (OSMs) and the Market Entry service. This also involves acting as an Operational Support Manager (OSM) for a number of Suppliers and Interconnectors.

I also chair the Trading Disputes Committee (TDC) which ensures that all Trading Disputes and Manifest Errors are resolved so that errors are corrected and the integrity of Settlement maintained.

Nkem Afodume

Operational Support Manager
020 7380 4291
[email protected]

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.

Operational Support Managers

Adam Cox

Operational Support Manager (OSM)
020 7380 4312
[email protected]

Prior to working at Elexon, I spent the best part of a decade working for one of the HHDC/DA dealing with everything from data collection and aggregation exceptions through to TAA, PARMs and Disputes.

Mathew Donnelly

Operational Support Manager (OSM)
020 7380 4256
[email protected]

Prior to working at Elexon, I have gained over 15 years’ experience in the utilities industry. Primarily working for Npower as an Analyst within the Data Services division, and more recently in procurement for Energy Consultancy firms.

Joanna Pasnik

Operational Support Manager (OSM)
0207 380 4227
[email protected]

I joined Elexon as an Operational Support Manager in September 2016.

Prior to that, I worked for one of the DC/DA Agents as well as a large environmental company where I led an AMR meter exchange project for PC 05 – 08 meters. During my Master’s Degree in Environmental Sustainability, I developed knowledge on assessing feasibility of renewable technologies and energy efficiency.

George Player

Operational Support Manager (OSM)

Roderick Rees

Operational Support Manager (OSM)