Energy Market Support Coordinator

The Role

The role sits within Talan'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 Service Level Agreements (SLAs), while maintaining accurate Customer Relationship Management (CRM) records. You'll also support 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.

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 of internal or external documentation including guidance, communications, and website content to ensure accuracy, consistency, and quality.
• Build an understanding of the relevant Energy Codes, its 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.
• Take ownership of various Stakeholder Engagement reporting, highlighting valuable insights.
• Take responsibility of 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.
• Attend onboarding meetings, as required, with new organisations to introduce them to the Code, the Code Manager and the associated services.
• 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.

Qualifications

• 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 while working collaboratively towards a shared vision for the future.
• Ability to use initiative, identify improvements for systems and processes, feedback and lead on as required.

Competitive salary plus excellent benefits package

• 25 days annual leave, plus bank holidays.
• Reward and recognition schemes.
• Flexible working.
• Private Bupa healthcare (subsidised).
• Life Assurance (up to 4 annual salary).
• Matched pension contributions.
• 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