Green Electricity didn't exist in the world back in 1996. When we offered it for the first time, we became not just Britain’s but the world’s first Green Electricity Company – and kick-started the now global Green Electricity movement. Our mission was and remains to change the way electricity is made and used in Britain.
We operate a unique model. We use our customers’ energy bills to fund the building of new sources of Green Energy. We like to refer to this as turning ‘Bills into Mills’ – energy bills into energy mills, whether that’s wind, sun, sea or gas. And we’re a not-for-dividend company – the money we make goes back into our mission.
About the Role…
This role is currently being offered on a 12 month Fixed Term Contract. The role of the Strategic Relationship Manager is to be the day-to-day contact at Ecotricity for our most high value, and strategic business customers.
Previous leadership experience is a must for the role, as you’ll manage a small team of Customer Relationship Managers and their customers too. We want you to draw on your experiences to help coach and develop your direct reports to be the best Relationship Managers they can be!
You’ll build great relationships with the key contacts of all accounts within your remit and do what you say you’ll do, in a timely manner. It’s about making them feel valued and offering a service that sets us apart from the rest!
You and your team will not only provide a ‘best in class’ service, but you’ll also deliver to tight deadlines. You’ll provide outputs to measure service levels and update the business on how we are performing for each of your teams customers. You’ll act as the voice of your customer, helping us make decisions that nurture the relationship.
You’ll work closely with our Business Sales team and people across the business, so strong stakeholder management is a must. You are part of the Business Service Leadership team and will work alongside your peers to deliver department and company initiatives, as well as side projects.
This is a very varied role in a fast paced environment, perfect for someone with a passion for customer service, people management and Ecotricity’s mission!
Core Responsibilities:
1. Point of contact for key customers. Delivers all tasks within the customer journey in B2B, from point of registration to billing and all things Metering. Proactively monitoring and managing cases to minimize any resolution delays.
2. Lead a team of Customer Relationship Managers delivering the day to day workload and also any project initiatives.
3. Work with IT and MI teams to improve reporting and root cause analysis of issues affecting key accounts.
4. Manage Dashboards in Ecosystem and any Trackers outside of Ecosystem, maximizing resolution in a timely manner and keeping the customer informed.
5. Support Business Sales 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.
6. Monitor accounts at a granular level to ensure the performance at MPAN level is as accurate as possible particularly from a metering, billing and settlement perspective. Enabling achievement of internal performance measures, account performance objectives and customers’ expectations.
7. Proactively identify where processes may be failing for their customers and put plans in place to resolve.
8. Proactively assess, clarify, and validate customer needs on an ongoing basis.
9. Liaise with external service providers to maximize resolution on account base- verbally and via industry flows.
10. Work with Debt to reduce values on aligned account base. Minimize outstanding cases as barriers to payment and support cash collection by leveraging key contacts at the account.
11. Assist business sales in new business pitches by supporting onboarding of new customers and apply a project management monitoring approach to Go Live- gaining supply details and responsibility for the effective registration of new clients.
About you…
You’ll have a strong track record of relationship management, with proven experience in handling the smooth with the rough. You’ll be an expert at managing stakeholders at all levels, both internally and externally, and you’ll be experienced in complaint management.
You’ll have proven expertise in the energy industry and/or Client or 3rd Party Management and possess a thirst to broaden your skills and knowledge further.
We are looking for someone who is passionate about providing excellent customer service for our most important business customers, whilst managing the processes that sit behind the front end service, to help achieve that ‘best in class’ delivery.
You’ll want to define what ‘excellent’ looks like, overall and for your specific customers as well as lead your direct reports to do the same.
Whilst you may have to conform to industry procedures and processes, you’ll have the ability to think bigger for resolution options.
You’ll have experience in project management and will be a superb communicator, who is able to influence and coach both our internal and external customers.
You’ll get a real kick from seeing your direct reports excel in their role, and you’ll love playing a key part in their development. You’ll be a natural people leader, with bags of experience.
You’ll get to know your customers and maintain a long term relationship with your contacts.
Specific Knowledge Required/Desired:
1. Supervisor or Team Leader level (desirable but not compulsory)
2. Project/Account Management (desirable)
3. Working knowledge of Junifer and Salesforce
4. Good computer literacy including Microsoft Office Packages
5. Experience of working within the B2B energy industry (desirable)
6. Utility industry knowledge and experience (Including Billing and Metering)
7. Experience of Customer Relationship Management Systems
8. Experience of client/3rd party management (desirable)
9. Experience of leading individuals as a line manager (desirable)
10. Experience delivering customer focused solutions to a demanding customer base.
11. Proven track record of driving successful performance.
12. TPI Knowledge (desirable, not essential)
Skill Set Required:
1. Strong communication with ability to communicate to stakeholders (internal and external)
2. Effectively manage relationships with both external and internal customers (including the setting accurate customer expectations).
3. Leadership
4. Comfortable managing upwards when support is required and resolution is not easily forthcoming.
5. Ability to develop relationships and leverage added value from them
6. High level of numeracy and problem solving ability
7. Analytical ability to assess and interpret data and identify opportunities and solutions
8. Excellent time management and personal organisational skills
9. Ability to think strategically and contribute to the overall B2B strategy (including specific channel strategies- e.g. TPI/Direct)
10. Strong commercial acumen in relation large business
Attributes:
1. High levels of passion, enthusiasm and a willingness to learn.
2. Self-driven and results orientated
3. Manages peer to peer relationships effectively both internally and externally
4. Demonstrates Leadership
5. Influences outcomes using effective negotiation
6. Treats customers the way we like to be treated ourselves
7. Solutions focused and resourceful.
8. Tenacious.
9. Committed to continual improvement
10. Engaging and motivating attitude and style
11. Methodical and organised, managing own work
12. Is receptive to feedback and acts accordingly
13. Exceptional team player who builds open and supportive relationships
14. Creative and innovative
Staff & Budgetary Responsibility
Manage a team of Customer Relationship Managers.
What's in it for you...
1. Healthcare plan, life assurance and generous pension contribution
2. Volunteering day
3. Hybrid working
4. Various company discounts (including shops, gym, days out and events)
5. Holiday of 25 days (plus bank holidays) and ability to buy/sell days
6. Cycle to work scheme, car pooling and onsite parking available
7. 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
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