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Right now, we’re looking for 2 Account Managers to join our team. For this role, you will be responsible for managing our Able to Pay customers through their journey with us from lead to successful installation, dealing with all queries to solution. This role offers a great opportunity to increase your knowledge and develop key skills within the energy industry, as well as an opportunity to work with various stakeholders within the business. You will have a pro-active working manner and as such will be able to prioritise your workload and manage time effectively. This is a diverse role that is predominantly customer facing where you will speak to your customer on a regular basis, advising them through their journey to the point of completion, providing a personalised and efficient service. This role will offer the hybrid working approach, where you will be working in the office (based in Trinity - Nottingham) around 3 days per week.

Responsibilities

• Manage a customer through the full life of their journey and every touchpoint
• Be customer obsessed – setting model behaviour for the standard of service that we should be providing
• Be curious, when reviewing customer accounts, ensure that all other processes have been followed, so that the install goes ahead first time
• Work across teams to be able to provide the right solution for our customers
• Planning survey and installation diaries, to ensure the resource is fully utilised, and the customer has a date within a suitable timeframe.
• Engage across departments to be able to solve problems for our customers to allow their journey to progress
• Look at the route cause of complaints from your customers, what needs to happen to prevent the same thing occurring for other customers
• Actively lead, coach, develop and motivate individuals within the team – sharing knowledge and experience that you have with others to remove the need for silo working
• Aim to exceed our targets, be proud of exceeding our customers’ expectations
• Building effective working relationships with external suppliers and internal stakeholders

Essential skill requirements

• Previous experience in a customer focussed role with the want do deliver world class customer service.
• Desire to solve problems first time, working across teams to find resolutions that work for the customer
• Ability to foresee a problem and escalate if you are unable to resolve
• Excellent oral and written communication and interpersonal, skills with the ability to take an assertive and diplomatic approach with our partners to be able to respond to queries that we may have.

Desirable skill requirements

• Knowledge/experience/interest of Heating, Solar or Air source heat pumps
• Experience of SAP/Ordering process/taking payments/planning & forecasting
• Understanding of working with field-based teams