Talan Group
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 The Role The role sits within Gemserv'sFuture Marketsfunction, as part of theStakeholder Engagementteam. 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 toservice 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 forCRM 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. Competitive salary Range plus an excellent benefits package Qualifications 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 WHAT WE OFFER 25 days annual leave, plus bank holidays Reward and recognition schemes Flexible working Private Bupa healthcare Life Assurance (up to 4 times 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
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 The Role The role sits within Gemserv'sFuture Marketsfunction, as part of theStakeholder Engagementteam. 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 toservice 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 forCRM 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. Competitive salary Range plus an excellent benefits package Qualifications 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 WHAT WE OFFER 25 days annual leave, plus bank holidays Reward and recognition schemes Flexible working Private Bupa healthcare Life Assurance (up to 4 times 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
Talan Group
Edinburgh, Midlothian
Talan Data x AI is a leading Data Management and Analytics consultancy, working closely with leading software vendors and top industry experts across a range of sectors, unlocking value and insight from their data. At Talan Data x AI, innovation is at the heart of our client offerings, and we help companies to further improve their efficiency with modern processes and technologies, such as Machine Learning (ML) and Artificial Intelligence (AI). We have recently been recertified as a 2026 Great Place to Work . This achievement not only highlights Talan Data x AI's positive organisational culture but also strengthens its reputation as an employer of choice within the industry. We invest heavily in the training and development of our teams and hold regular socials in each region to encourage engagement and network building. The HR Team As a small, people-focused team, we are all motivated and energised by creating the best working environment for everyone in our company every day. We work closely with our management team and consultants to ensure that our people policies and processes reflect our values and facilitate everyone to be their best. We want everyone to reach their potential! We are committed to creating an inclusive, innovative, and high-performing workplace where every employee can thrive. We believe in investing in our people through continuous learning and development, fostering a culture of growth and engagement. Join us and be part of a team that values collaboration, creativity, and excellence. Job Description The Role This is a new role, reporting to the Head of People and Engagement and undertaking a variety of HR activities and responsibilities, including leading on Learning & Development initiatives. It will best suit someone who has been working in a HR discipline and has preferably at least three to four years' experience in either a customer facing HR Business Partner or HR Operations role. Being a senior position, it offers a high level of autonomy and requires the ability to lead on employee relations and business partnering projects and initiatives. The primary objective of this role is to partner with consultants, management and other HR stakeholders to maximise their effectiveness in building and leading highly successful and engaged teams. The main success factors for this position are knowledge of the business and maintaining relationships, in addition to being able to lead processes and implement change. Strong and effective communication, alongside confident influencing of management at all levels is key. You are therefore likely to have experience of leading change and coaching people managers to create a working environment where everyone can achieve their potential and career goals. This role is instrumental in helping the business to be successful and enriching our employees' experience and work-life. Your passion and energy as well as your knowledge and experience as an HR professional are key to being successful in this role. Based in our Edinburgh office, we offer flexibility to enable some working from home. It is anticipated that you will work from our Edinburgh office 2-3 days per week or visiting consultants in other UK locations. There is therefore a requirement for some travel within the UK to engage with our consultants in other offices/regions. This is a role which encompasses a wide variety of people related activities, with the main responsibilities and objectives summarised below. Main Responsibilities and objectives: Build strong relationships with individual employees, managers and teams as part of providing an HR Business Partnering service to a defined population of consultants. Operating in a generalist remit to advocate, communicate and participate in the provision of a range of company policies and processes related to the working environment and full employee lifecycle. Work closely with the business and be a trusted and credible advisor to senior leaders and the teams you support, influencing and supporting change initiatives and being a trusted voice on employee relations as needed. Remain updated on HR practices; sharing knowledge and proactively making and implementing recommendations, driving improvements to people related policies and processes where required. Support employees and managers in driving forward and managing their careers as part of a defined promotions process. Act as the UK lead for Learning & Development, driving the design, delivery and continuous enhancement of the annual L&D plan, ensuring alignment with business priorities. Key involvement in the Early Careers programme, ensuring delivery against agreed objectives. Conduct learning needs analyses across consultant groups and leadership populations, translating insights into targeted development initiatives and capability-building programmes. Oversee the implementation and communication of learning frameworks. Champion a culture of continuous learning and knowledge-sharing, role-modelling development behaviours within the HR team and across the wider business. Stay informed on HR and L&D best practice, sharing knowledge proactively and recommending improvements to policies, processes and employee experience. Assist with the gathering of management information as required to aid decision making. Remain flexible to support changing business priorities in relation to strategic and operational objectives. Your expertise and skills: An experienced and confident HR professional, with expertise in employee relations as well as a range of people disciplines, such as performance management and learning and development. Possesses an excellent working knowledge of UK employment law and practices. Drives employee engagement and has experience in internal communication. Proven ability to influence and assist leadership and management at all levels in bringing about positive change. Proactive and keen to be involved in a variety of tasks and projects. Interested in helping and coaching others to develop their knowledge and skills as part of their career development. An effective and confident communicator with the ability to build great working relationships at all levels of the organisation. Excited by technology and data, with a desire to push beyond your immediate role and work collaboratively across the HR team and broader business. Flexible in approach, and able to prioritise own work, striking a balance between working independently and as part of a team. CIPD qualification is desirable but not mandatory Qualifications Additional Information We offer: Competitive salary (depending on experience). Discretionary bonus scheme. 25 days holiday + 8 days bank holiday + 5 days to buy/sell = potential 38 days' holiday a year. Access to 'Talan Sunshine time' - a scheme that can provide you with more time for yourself without working additional hours. 4x annual salary life cover. 5% company pension contribution from Employer + minimum 3% contribution from Staff (Salary Sacrifice provision available). BUPA Private Medical Insurance & BUPA Rewards. Income Protection and Critical Illness Cover. Employee Assistance scheme. Access to Udemy for Business to support continuous learning & development.
Talan Data x AI is a leading Data Management and Analytics consultancy, working closely with leading software vendors and top industry experts across a range of sectors, unlocking value and insight from their data. At Talan Data x AI, innovation is at the heart of our client offerings, and we help companies to further improve their efficiency with modern processes and technologies, such as Machine Learning (ML) and Artificial Intelligence (AI). We have recently been recertified as a 2026 Great Place to Work . This achievement not only highlights Talan Data x AI's positive organisational culture but also strengthens its reputation as an employer of choice within the industry. We invest heavily in the training and development of our teams and hold regular socials in each region to encourage engagement and network building. The HR Team As a small, people-focused team, we are all motivated and energised by creating the best working environment for everyone in our company every day. We work closely with our management team and consultants to ensure that our people policies and processes reflect our values and facilitate everyone to be their best. We want everyone to reach their potential! We are committed to creating an inclusive, innovative, and high-performing workplace where every employee can thrive. We believe in investing in our people through continuous learning and development, fostering a culture of growth and engagement. Join us and be part of a team that values collaboration, creativity, and excellence. Job Description The Role This is a new role, reporting to the Head of People and Engagement and undertaking a variety of HR activities and responsibilities, including leading on Learning & Development initiatives. It will best suit someone who has been working in a HR discipline and has preferably at least three to four years' experience in either a customer facing HR Business Partner or HR Operations role. Being a senior position, it offers a high level of autonomy and requires the ability to lead on employee relations and business partnering projects and initiatives. The primary objective of this role is to partner with consultants, management and other HR stakeholders to maximise their effectiveness in building and leading highly successful and engaged teams. The main success factors for this position are knowledge of the business and maintaining relationships, in addition to being able to lead processes and implement change. Strong and effective communication, alongside confident influencing of management at all levels is key. You are therefore likely to have experience of leading change and coaching people managers to create a working environment where everyone can achieve their potential and career goals. This role is instrumental in helping the business to be successful and enriching our employees' experience and work-life. Your passion and energy as well as your knowledge and experience as an HR professional are key to being successful in this role. Based in our Edinburgh office, we offer flexibility to enable some working from home. It is anticipated that you will work from our Edinburgh office 2-3 days per week or visiting consultants in other UK locations. There is therefore a requirement for some travel within the UK to engage with our consultants in other offices/regions. This is a role which encompasses a wide variety of people related activities, with the main responsibilities and objectives summarised below. Main Responsibilities and objectives: Build strong relationships with individual employees, managers and teams as part of providing an HR Business Partnering service to a defined population of consultants. Operating in a generalist remit to advocate, communicate and participate in the provision of a range of company policies and processes related to the working environment and full employee lifecycle. Work closely with the business and be a trusted and credible advisor to senior leaders and the teams you support, influencing and supporting change initiatives and being a trusted voice on employee relations as needed. Remain updated on HR practices; sharing knowledge and proactively making and implementing recommendations, driving improvements to people related policies and processes where required. Support employees and managers in driving forward and managing their careers as part of a defined promotions process. Act as the UK lead for Learning & Development, driving the design, delivery and continuous enhancement of the annual L&D plan, ensuring alignment with business priorities. Key involvement in the Early Careers programme, ensuring delivery against agreed objectives. Conduct learning needs analyses across consultant groups and leadership populations, translating insights into targeted development initiatives and capability-building programmes. Oversee the implementation and communication of learning frameworks. Champion a culture of continuous learning and knowledge-sharing, role-modelling development behaviours within the HR team and across the wider business. Stay informed on HR and L&D best practice, sharing knowledge proactively and recommending improvements to policies, processes and employee experience. Assist with the gathering of management information as required to aid decision making. Remain flexible to support changing business priorities in relation to strategic and operational objectives. Your expertise and skills: An experienced and confident HR professional, with expertise in employee relations as well as a range of people disciplines, such as performance management and learning and development. Possesses an excellent working knowledge of UK employment law and practices. Drives employee engagement and has experience in internal communication. Proven ability to influence and assist leadership and management at all levels in bringing about positive change. Proactive and keen to be involved in a variety of tasks and projects. Interested in helping and coaching others to develop their knowledge and skills as part of their career development. An effective and confident communicator with the ability to build great working relationships at all levels of the organisation. Excited by technology and data, with a desire to push beyond your immediate role and work collaboratively across the HR team and broader business. Flexible in approach, and able to prioritise own work, striking a balance between working independently and as part of a team. CIPD qualification is desirable but not mandatory Qualifications Additional Information We offer: Competitive salary (depending on experience). Discretionary bonus scheme. 25 days holiday + 8 days bank holiday + 5 days to buy/sell = potential 38 days' holiday a year. Access to 'Talan Sunshine time' - a scheme that can provide you with more time for yourself without working additional hours. 4x annual salary life cover. 5% company pension contribution from Employer + minimum 3% contribution from Staff (Salary Sacrifice provision available). BUPA Private Medical Insurance & BUPA Rewards. Income Protection and Critical Illness Cover. Employee Assistance scheme. Access to Udemy for Business to support continuous learning & development.