The pace of change across the utilities sector is increasing on an almost daily basis. And while that makes for an exciting period for all those involved in the industry, what does it mean in terms of job roles and skills? There is a changing focus on the types of skills and expertise that utility businesses are looking for – so what should businesses and candidates be aware of?

Consumer-led service

One of the biggest changes we’re seeing is how utilities are servicing their customers. More specifically, how customers are demanding they are serviced.
Five years ago everyone predicted a move to online platforms – that phone-based service centres would soon disappear. And to an extent that’s true. But I don’t think anyone could have predicted how quickly we’d move beyond online – and to a truly digital and integrated offering.

Twitter, Facebook and even LinkedIn are now becoming channels through which customers want to be serviced. Never mind snail mail – email is too slow. People want instant results across a multitude of different channels. The old customer service skills must be translated across this myriad of platforms – and who knows which ones will come next?

Traditionally, utilities have not really had to worry about data – they might have an accurate name and billing address – all related to an MPAN or MPRS – and that was it.

However, the rollout of smart tech, and with it more consumer information – and consumer behaviour information – means that the next few years are going to see a focus on data. What data do we have, who does it belong to, and what are we going to do with it? Skills in data management and use are going to be ever more in demand, particularly with legislation like GDPR coming into force.

Technology-led businesses

We’re seeing an increasing blurring of the lines between business-as-usual operations and new technology developments. AI and chatbots are becoming more and more part of the consumer landscape, and utilities are looking with interest at ways in which they can use these technologies in their businesses to improve service, reduce costs and deliver customer benefits.

However, in order to get to a stage of widespread adoption, businesses are going to need experts in user experience, technology and software development as well as project managers with skills in agile product development and management. Long gone are the days when implementation projects could take months or years – now change has to be delivered quickly and lessons learnt integrated into the business in a matter of weeks.
The pace of change is increasing, and candidates and businesses alike must consider the key skills they will need in order to succeed over the coming years.

It’s important to keep constantly reviewing the skills you have within your business, and those you might need in the months to come, because without a focus on the future, your business will quickly become out of date.