Operational Account Manager

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 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 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 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.