Talan (part of the Talan Group) is an expert provider of professional services. Our vision and mission is to take positive action in a complex world for the future good of people and the environment and to enlighten and enable our clients’ transformation in an increasingly complex world.

We are purpose-driven, working across multiple sectors, tackling social and environmental challenges, improving and simplify the way markets work, harnessing the power of digital transformation and ensuring data is protected and used ethically. 

Established in 2002 as Gemserv Limited, Talan provides a range of consultancy and outsourcing capabilities including programme management, market design and governance. We also have extensive and award-winning capabilities across cyber security, data privacy and digital transformation. We are a B Corp, IIP Gold accredited and Great Place to Work accredited.

The nature of what we do means we are very much a people business. The contribution every member of the team makes to our diverse range of experience, skills and personalities is valued. We invest heavily in learning and development to enable our people to develop skills and gain experience which will enhance career prospects for life. Many who started their careers with us have rapidly progressed to more senior positions.

No two days are the same, but we believe in a flexible approach to working which we know our employees value.

The Role

The role of Operational Account Manager (Retail Energy Code) sits within Talan UK's Future Markets function and is part of the Stakeholder Engagement team.

The Retail Energy Code (REC) is at the heart of the regulation of the GB energy market, setting the standards for new and improved ways of working. Covering the complete breadth of the market, it has introduced a new model of cooperation and best practice for Code Management and delivered a new digital, modern, and accessible,consumer-centric code.

Our team of Operational Account Managers is integral to the onboarding and socialisation of these arrangements. The team is responsible for working with REC Parties to the code, and other key stakeholders. They have a primary role, providing named support to multiple parties and stakeholders. They understand differing party types and individual company needs and recognise where parties may be impacted by changes to the code and the way the arrangements work. They are responsible for working with Stakeholders to help them develop their understanding of the code and respective responsibilities within it.

The Operational Account Managers work with all code manager functions to understand the scale and impact of change and ensure parties are always informed and supported. They work across the Code Manager teams to ensure new parties are onboarded to the arrangements, including access to the REC Portal. They ensure parties know how to access all elements of the code manager service and how they can provide feedback queries, and improvements to the arrangements. They need to explain the REC strategy in a language and context that is relevant to different REC Parties, accounting for their market role, experience, and business model. As well as high-level plans, the Operational Account Managers are sharing information and contributing to the training and development of new REC parties and new personnel.

The Operational Account Managers have a key supporting role in identifying and predicting change for the market and its participants. They contribute to the strategic direction of the REC by evaluating its future requirements and assessing the appetite for change amongst parties and categories of Party, which in turn contribute to a more balanced and equitable market.

Responsibilities

• Create and maintain close working relationships with a wide variety or party types, supporting them in engaging with all aspects of the REC and the services that it provides
• Gather and share feedback on all aspects of the REC and support continuous improvement activities
• Work closely with other REC service providers to onboard parties and stakeholders to the code
• Develop and maintain strong, collaborative working relationships with other Code Managers and Service Providers.
• Support the Change Management team with the development of enduring change solutions and ensure that the parties you work with are aware of the changes and the opportunities they have to input to the process
• Understand the impact and scale of change required by their stakeholders and provide an initial impact assessment of change to systems, processes, and code changes
• Supporting the service desk to ensure enquiries are responded to in a timely manner,including addressing Service Desk tickets that are allocated to you for resolution
• Ensuring the team meets its service levels by working to and taking ownership of deadlines
• Drafting and reviewing internal and external documentation, including guidance, communications, and website content to ensure accuracy, consistency, and quality
• Analysis of REC data to identify areas of concern within the arrangements and proactively engage with parties to highlight current and future areas of impact

Competitive salary plus bonus and an excellent benefits package

Requirements

• UK Energy market experience preferred
• Ability to create resilient relationships
• An understanding of differing stakeholder needs and how to put Parties and Consumers at the Heart of the Service
• Problem solving – taking ownership for the resolution of issues and queries raised by the Parties you work with
• Be ambitious, creative, and innovative, learn lessons from their work, share expertise and continuously learn
• Excellent communication skills, both written and verbal, able to understand and articulate complex issues to all levels of seniority and to technical and non-technical audiences.
• A keen eye for detail and the highest standard of quality for themselves and others.
• Passionate about delivering an exceptional service and positive outcomes for the market and consumers.

Be a team player, with strong interpersonal skills, working collaboratively towards a shared vision for the future
Upon employment, employees should also have a sound awareness of the Company's Information, Quality, Environmental and Energy Management Systems.