Company Description
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 cybersecurity, 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.
Job Description

REQUIREMENTS

• Experience of working on a service desk either in a contact centre or office environment, taking ownership of processes through multiple channels
• Experience of working and communicating with a variety of stakeholders interpreting complex business processes and onboarding new procedures and ways of working.
• Experience in delivering exceptional customer service to agreed performance indicators
• Experience of diagnosing issues, diagnosing potential paths to resolution and leading or collaborating towards a resolution.
• Experience of working collaboratively across a diverse team to deliver exceptional service.
• Demonstratable experience of working across multiple and possibly contradicting objectives to drive innovative solutions.
• Proficient in using digital systems and tools, such as CRM platforms, to support efficient workflows and data management.

REQUIRED SKILLSET

• Ability to understand and work with differing stakeholder needs and how to put Parties and Consumers at the heart of the service.
• Excellent communication skills, both written and verbal, able to understand and articulate complex issues to technical and non-technical audiences
• The ability to use initiative, lead on multiple workloads via different workstreams with varying SLAs, while staying calm under pressure.
• A keen eye for detail and delivering to the highest standard of quality for themselves and others.
• Be ambitious, creative, and innovative, learn lessons from their work, share expertise, and continuously learn.
• Passionate about delivering an exceptional service and positive outcomes for the market and consumers, putting consumer outcomes at the heart of what you do.
• Being a team player, approachable, and working collaboratively towards a shared vision for the future.
• Ability to use initiative, identify improvements for systems and processes, provide feedback, and lead on as required.
  Upon employment, employees should also have a sound awareness of the Company’s Information, Quality, Environmental and Energy Management Systems.
  Additional Information

THE ROLE

The role sits within Gemserv’s Future Markets function, as part of the Stakeholder Engagement team. You’ll be supporting the delivery of excellent customer service across multiple energy codes by engaging with a wide range of stakeholders, including Code Parties, Non-Party Users, and Consumers, across various business types.
You’ll handle first-line enquiries via online forms, live chat, email, and phone, ensuring timely, high-quality responses in line with SLAs, while maintaining accurate CRM records. You’ll also lead introductory meetings for new market participants and clearly explain processes and obligations tailored to each stakeholder’s role and experience, ensuring a smooth and well-supported onboarding experience.
Beyond day-to-day support, the team contributes to service improvement initiatives, manages feedback, and curates supporting code documentation. You’ll collaborate across Code Manager teams to share insights and ensure a unified service approach.
The ideal candidate will have a good working knowledge of the UK Energy market and experience in delivering exceptional customer service either in a contact centre or an office environment.

RESPONSIBILITIES

• Lead by example in responding to Service Desk enquiries with accuracy, ensuring adherence to SLAs and fostering trust among stakeholders.
• Ensure the team meets its service levels by working to and taking ownership of deadlines.
• Lead weekly Service Desk meetings, strengthen partnerships within Energy Code teams by using knowledge transfer to enhance accuracy and consistency in stakeholder support. Lead on meeting actions where required.
• Develop and maintain strong, collaborative working relationships with other Code Manager teams and Service Providers.
• Drive efficiency by identifying and leading on opportunities for continuous improvement across the Code Manager, championing best practices alongside the wider team.
• Identify patterns in enquiries to facilitate drafting and reviewing internal or external documentation, including guidance, communications, and website content to ensure accuracy, consistency, and quality.
• Build an understanding of the relevant Energy Codes, their products, and the impacts of these on industry stakeholders and consumers, feeding this back to the wider team where necessary.
• Maintain a calm and professional approach to consumer calls, leveraging vulnerable consumer training to ensure you direct consumers to the appropriate route for resolution.
• Deputise for the Service Desk Manager as required. Manage internal CRM questions or code support while positively promoting the efficiencies of the Service Desk. Take responsibility for CRM areas of concern or errors, liaise with our system provider to reach a resolution, test and implement fixes when required.
• Take ownership of various Stakeholder Engagement reporting, highlighting valuable insights into the previous month.
• Take responsibility for CRM data integrity by maintaining accurate records, collaborating with Stakeholder Engagement teams, and overseeing mailbox operations.
• Manage the incoming applications, ensuring the requests are recorded and processed in line with SLAs.
• Hold individual onboarding meetings between all new Parties to introduce the Code, the Code Manager, and the process within it.
• Work with other Code Manager teams to support the onboarding of/changes to Parties access to services such as the REC Portal, Enquiry Services, and Central Switching Service
• Support the development of business requirements and solutions for standard and non-standard stakeholder data requests.
• Proactively support on Stakeholder Engagement team projects and changes, using independent judgment to manage workload while aligning with SLAs.