Angela Hitchings

• Accountable for the delivery of a complex programme to successfully deliver the Government Energy Bills Support Scheme and Alternative Fuel Payment, with extremely short timescales and a high degree of scrutiny from DESNZ, Ofgem, the media and KPMG, acting as the EBSS Manager across the both projects and the liaison point with Government and HM Treasury distributing over £600m of payments to eligible customers.
• Responsible for the cross company co-ordination of monthly reporting and request for information submissions to DESNZ and Ofgem.
• Collaborated with colleagues across PMO, Policy & Regulation, Industry Operations and Compliance departments to form the Energy Market Resilience team, which won Shell Energy Team of The Year 2022.
• Represented the company at bi and multilateral EBSS meetings and events.
• Developed organisational policies across the whole of business and customer operations.
• Responsible for the operational departments Ofgem RFI submissions inclusive of the market review as well our yearly submission requirements.
• Represented Shell Energy on the Energy Switch Guarantee, with a focus on influencing the organisation to go above and beyond for customers in transition of suppliers.
• Built, supported and managed a team of 7 assurance experts including energy risk, assurance, incident management and the inauguration of these for our Telco offering.
• Initiated Telco assurance and risk management with focus of obtaining and maintaining key regulatory criteria and milestones.

• Introduced a dedicated risk team to our operational departments, including initiating a risk amnesty ensuring all risks became accounted for with plans against or acceptance levels applied.
• Instigated a full policy tracking and review project, inclusive of supporting the creation of policies where needed and rewrites.
• Liaised with the Legal Director to create action plans in response to identified issues self reported to Ofgem.
• Managed a project team to resolve complex billing issue, as well as reported and responded to Ofgem's RFI's relating to this. Including creating a full company wide training scheme.
• Key contributor to RFIs and audits with external regulators, working closely with the Legal and Regulatory Department and internal stakeholders across the organisation.
• Assessed risk reporting processes to verify inclusion of all tactical, technical and strategic risks and issues.
• KPI reporting.

• Responsible for circa 36m communications to customer base yearly.
• Built and supported a communication tech team of 6 based in UK and Poland.
• Stakeholder management of key department leads vying for a competing timelines.
• Successfully led a full rebrand for communications for First Utility whilst maintaining team morale as the day to day was required to run at the same time.
• Led on all contract management and relationships with key fulfillment houses.

• Ran the Energy Rebate Scheme, ensuring it was documented, audited and fully compliant to DECC and Ofgem, liaising closely with key contacts within Ofgem.
• Liaising with Ofgem to demonstrate on going improvements and developments within Economy Energy, inclusive of RFI responses.
• Built and developed a strong small team.
• Specified and ensured a timely delivery of an in house Billing system for the credit meter customer base.
• Design and creation of compliant energy bills from inception.

• Created the end to end customer communication journey ensuring compliance with the Gas and Electricity Supply Licence Conditions.
• Liaised closely with Ofgem to address issues within an enforcement notice received prior to my joining of the company.
• Ensured company policies were implemented and adhered to, protecting customers interest whist at the organisation.
• Escalated areas of concern through appropriate internal or external channels.
• Planned and managed Economy Energy's first AQ review, resulting in a saving in excess of £500k for the small gas portfolio.

• Led the billing departments project support for the delivery of a business wide new operating system within extremely tight deadlines.
• Ensured all ongoing development and end user testing managed and processed in a timely fashion whilst taking into consideration business requirements and customers SLA.
• Created specifications for developers in Antwerp.
• Liaised with internal departments to ensure all issues tested.
• Portfolio Management.

• Identified and monitored the exposed gas, transportation, and meter asset costs and liabilities to other Shippers, raising and validating Inter Shipper Dispute claims and invoices.
• Participated in the development, testing and implementation of revisions to transportation, meter asset and meter reading cost analysis & recovery systems, processes and procedures.
• Collaborated with internal departments and external companies to formulate the best outcome

Information about these roles available on request.