Operational Account Manager

Talan Group; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

25 days annual leave

Private healthcare (subsidised)

Life Assurance (4x annual salary)

Employer pension contribution up to 8%

Cycle to work scheme

Job summary

Talan Group in the UK is recruiting an Operational Account Manager (Energy Codes) within the Future Markets function. You will onboard and socialise arrangements with Parties to the Codes and other key stakeholders, providing named support and guidance through Code management services.

You will collaborate across Code Manager teams to onboard new parties, explain Code strategy in business language, and contribute to training while supporting change initiatives and continuous improvement.

Qualifications

• UK Energy market experience preferred.
• Ability to create resilient relationships.
• Understanding of differing stakeholder needs and how to put Parties and Consumers at the Heart of the Service.
• Problem solving – ownership of issue resolution.
• Be ambitious, creative, and innovative, and continuously learn.
• Excellent communication skills, able to articulate complex issues to all levels.
• Keen eye for detail and high quality standards.
• Passionate about delivering exceptional service and positive outcomes.

Responsibilities

• Create and maintain close relationships with various party types and support engagement with Code services.
• Gather and share feedback on Code aspects and drive continuous improvement.
• Onboard parties and stakeholders to Code services ensuring smooth journeys and SLA compliance.
• Develop and maintain strong collaboration with Code Managers and Service Providers.
• Support Change Management with enduring solutions and inform parties of changes and opportunities.
• Provide impact assessments of change to systems and processes.
• Support service desk inquiries, ensuring timely responses.
• Ensure the team meets service levels and deadlines.
• Draft and review internal/external documentation for accuracy and consistency.
• Analyze data to identify concerns and engage parties about current/future impacts.
• Draft and present agenda items for industry forums.
• Support Stakeholder Engagement on projects and tasks, manage workload with SLAs.
• Drive efficiency by leading continuous improvement and best practices.

Skills

UK Energy market experience

Resilient relationships

Stakeholder needs understanding

Problem solving

Ambitious and creative

Excellent communication skills

Attention to detail

Team player

Job description

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

Energy Codes are 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, Code Reform 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 Parties to the Codes, 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 Codes 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, and fully supported as they enter the market. 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 Code strategy in a language and context that is relevant to different organisations, 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 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 Codes 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 include:

• Create and maintain close working relationships with a wide variety or party types, supporting them in engaging with all aspects of the Code and the services that it provides.
• Gather and share feedback on all aspects of the Code and support continuous improvement activities.
• Work closely with other Code service providers to onboard parties and stakeholders to the Code and/or Code services, ensuring a smooth journey for applicants and all SLAs are met.
• 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 data to identify areas of concern within the arrangements and proactively engage with parties to highlight current and future areas of impact.
• Draft and present agenda items to facilitate engagement and debate at industry forums.
• Proactively support our Stakeholder Engagement team with projects, changes and or tasks, using your own initiative to manage workload in line with team Service Level Agreements.
• Drive efficiency by identifying and leading on opportunities for continuous improvement, championing best practices alongside the wider team, as well as identifying new ways to benefit our clients.

Competitive salary plus bonus and an excellent benefits package

Qualifications

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

Additional Information

Diversity, Equity, and Inclusion commitments
Our commitment to sustainable and inclusive growth. As a socially responsible leader, Talan continually invests in sustainable growth, addressing both social and environmental challenges. We achieve this while preserving our core values and ensuring operational excellence for our clients. This commitment to excellence extends across all aspects of our Corporate Social Responsibility (CSR) initiatives.

For the past three years, through our 360 approach to social and environmental responsibility, we have been driving significant change and strengthening these principles within our corporate DNA. The solid foundations we've been building since 2021 are enabling our organisation to transform in a sustainable and positive manner.

Disability Inclusion
We recognise that the diversity of legislative and cultural frameworks for supporting individuals with disabilities requires the implementation of specific policies and a unique approach in each country where the Group operates. Talan is committed to strengthening its involvement in promoting the inclusion of people with disabilities by implementing dedicated support systems and raising awareness among our teams on these issues.

WHAT WE OFFER

• 25 days annual leave, plus bank holidays
• Reward and recognition schemes
• Flexible working
• Private Bupa healthcare (subsidised)
• Life Assurance (4 times annual salary)
• Employer pension contribution is 2x employee contribution up to 8%
• Season Ticket Loan
• Cycle to work scheme
• Buy and Sell annual leave
• Reimbursement of eye test and up to £50 towards glasses or contacts
• Corporate gym rates
• Employee Assistance Programme
• Summer and Christmas parties, along with monthly Social@77

Company Description

Talan UK and Ireland (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.

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 B Crop 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.