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. 

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 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.

Competitive salary plus excellent benefits package