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Job description

About The Role

The Customer Relationship Manager is the day to day contact at Ecotricity for our high value/strategic business customers. You will own a portfolio of customers and will be their go to person to get things done. The role itself is hands on, managing the entire service journey for your customers- from registration of new sites, to ensuring their bill is sent on time, paid in full and everything else in between.

You’ll provide a ‘world class’ service for your customer and whatever the query, proactive or reactive, you’ll get it sorted & keep them updated along the way.

Externally- You’ll build relationships with the key contacts of your accounts & do what you say you’ll do, in a timely manner. It’s about making them feel valued & offering a service that sets us apart from the rest!

Internally- You’ll provide outputs to measure Service Levels & update the business on how we are performing for that customer. You’ll act as the voice of your customer, helping us make decisions that nurture the relationship.

You’ll work closely with Commercial Account Managers and people across the business so strong stakeholder management is a must.

This is a very varied role in a fast paced environment, perfect for someone with a passion for customer service and Ecotricity’s mission looking to move into a Service Management arena & work closely with our largest customers.

Core Responsibilities:

• Point of contact for key customers. Delivers all task within the customer journey in B2B- from Registration to Collective Billing & all things Metering. Proactively monitoring & managing cases to minimize any resolution delays.
• Work with IT and MI teams to improve reporting and root cause analysis of issues affecting key accounts
• Manages Dashboards in Ecosystem & any Trackers outside of Ecosystem, maximizing resolution in a timely manner & keeping the customer informed.
• Support the Major Business Service Manager to maintain strong relationships with key existing customers, including preparing service updates for face to face meetings, KPI tracking, complaint handling and service management. Attending customer meetings where necessary. Working in collaboration with B2B Sales and in line with the agreed account plan.
• Monitors accounts at a granular level to ensure the performance at MPAN level is as accurate as possible particularly from a metering, billing & settlement perspective. Enabling achievement of internal performance measures, account performance objectives and customers’ expectations
• Proactively identifies where processes may be failing for their customers & put plans in place to resolve
• Proactively assesses, clarifies, and validates customer needs on an ongoing basis
• Liaise with external service providers to maximise resolution on account base- verbally & via industry flows.
• Work with Debt to reduce values on aligned account base. Minimise outstanding cases as barriers to payment & support cash collection by leveraging key contacts at the account.
• Work with related service teams (Operations & Commercial) to analyse and make recommendations regarding the performance, development and operational effectiveness of processes which affect or major business customers.
• Assisting business sales in new business pitches by supporting onboarding of new customers & apply a project management monitoring approach to Go Live- gaining supply details and responsibility for the effective registration of new clients.

About the team…

Whatever the request, whatever the question- the team will sort it or they’ll know where to go to get the answer. We own all service from start to finish. Top class service is what we pride ourselves on. Our passion means we’ll pull together as a team to achieve this for our customer base.

The department is fast paced and friendly but extremely professional with customer experience always our primary focus. This is a new team formed with an aim at improving the overall service we offer to our high value & strategic business customers and our people are at the forefront of our initiatives. We are looking to do things differently, our customers are demanding it. The team will define & deliver this together, pushing boundaries & redefining where we need to.

About You

You’ll have a thirst for knowledge and will be keen to broaden your skills & energy industry knowledge further.

We are looking for people who are passionate about providing excellent customer service for our most important business customers & looking to move into a service management role.

You’ll want to define what ‘excellent’ looks like, overall & for your specific customers.

Whilst you may have to conform to industry procedures & processes, you’ll have the ability to think bigger for resolution options.

As an individual you’ll have exceptional time management skills, as well as being able to multi-task, enabling you to meet targets and deliver the needs of your customers in a fast paced environment. You’ll be a superb communicator, who is able to influence and coach both our internal and external customers how best to use our services.

You'll get to know your customers & maintain a long term relationship with your contacts. You’ll understand their business, enabling you to continually improve the service you provide on behalf of Ecotricity, whilst still considering the cost to serve & commercials in place.

You’ll work closely with the Business Sales team, ensuring service is never a barrier to any Sales renewals. Effectively providing a service that our customers are prepared to pay for.

Specific Knowledge Required/Desired

• Working knowledge of SAP & Salesforce
• Good computer literacy including Microsoft Office Packages
• Experience of working within the B2B energy industry (desirable)
• Utility industry knowledge & experience. (Including Billing & Metering)
• Experience of Customer Relationship Management Systems
• Experience of client/3rd party management (desirable)
• Experience delivering customer focused solutions to a demanding customer base.
• TPI Knowledge (desirable, not essential)

Skill Set Required

• Strong communication with ability to communicate to stakeholders (internal & external)
• Effectively manage relationships with both external and internal customers (including the setting accurate customer expectations).
• Comfortable managing upwards when support is required & resolution is not easily forthcoming.
• Ability to develop relationships and leverage added value from them
• High level of numeracy and problem solving ability
• Analytical ability to assess and interpret data and identify opportunities and solutions
• Excellent written and verbal communication skills
• Ability to set clear agendas and support external meetings with clients
• Excellent time management & personal organisational skills
• Ability to think strategically and contribute to the overall B2B strategy (including specific channel strategies- eg TPI/Direct)

About Us

What's in it for you...

Healthcare plan, life assurance and generous pension contribution
Volunteering day
Hybrid working
Various company discounts (including shops, days out and events)
Holiday of 25 days (plus bank holidays) & ability to buy/sell days
Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025

Flexibility statement

The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use it's people in the best possible way at all times and helps the employees to make make their contribution in a changing environment.

Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity- the green kind.

Our mission was, and remains, to change the way energy is made and used in Britain- by replacing fossil fuels with clean, renewable energy.

We don't just supply green energy, we use the money from our customers' bills to make it ourselves too- we build windmills and sun parks in Britain. We call this 'bills in to mills'. In 2021, we started work on building two new solar parks, and now, in 2023, we're bringing geothermal energy to our customers' fuel mix, a first in the UK. We're also developing green gas mills which will generate 100% green gas from a source that we will never run out of- grass.

We don't just focus on energy though- we built Electric Highways, Britain's leading network of electric vehicle charging points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain's greenest mobile phone service, Ecotalk + RSPB.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.

Job Types: Full-time, Permanent

Salary: £20,700.00-£25,650.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• Life insurance
• On-site parking
• Paid volunteer time
• Referral programme
• Store discount
• Wellness programme

Ability to commute/relocate:

• Stroud: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Will you now or in the future require sponsorship for employment visa status?

Work authorisation:

• United Kingdom (preferred)

Work Location: In person

Reference ID: 1645