Job Description
About The Role
The B2B Strategic Customer Experience Team are the face of our business. We lead from the front in providing a first-class customer service whether that’s by resolving a customer’s query whilst they’re on the phone or by managing their case later.
As Customer Relationship Manager you are responsible for your own portfolio of customers. You will be the go-to contact for your customers, managing their service journey from onboarding to billing, and everything in between. The role is a mix of hands-on customer case management, inbound phone and email contact as well as supporting other colleagues and departments as and when the business needs.
This is an exciting opportunity to move into service management and develop your skills while working closely with both customers and internal teams to deliver exceptional results.
Core Responsibilities:
* Own the customer journey for a portfolio of strategic business customers, ensuring timely resolution and exceptional service.
* Build and nurture long-term relationships with key customer contacts, ensuring high satisfaction and value.
* Collaborate with internal teams to deliver a seamless service experience.
* Analyse account performance, identify improvements, and manage service delivery KPIs.
* Proactively track and manage workload to deliver against regulatory requirements.
* Drive proactive solutions for customer needs, managing complex issues and providing timely resolutions.
* Ensure the timely delivery of customer invoices monthly, proactively managing any exceptions (such as unbilled items) and driving them through to resolution.
* Contribute to new business pitches and onboarding, ensuring smooth transitions for new customers.
* Support regular portfolio performance updates for face to face and remote meetings.
* Track and report on service levels, ensuring the best outcomes for customers and the business.
* Support our Debt Team to reduce outstanding balances on aligned accounts, minimising payment barriers and supporting cash collection through key account contacts.
* Ensure our customer accounts are correct, and all requests are completed accurately.
* To take responsibility and ownership for customer queries ensuring the customer is responded too promptly & updated frequently.
* Provide first class customer service in all interactions.
About you
We’re looking for someone passionate about delivering outstanding customer service to our most important business Customers, while managing the behind-the-scenes processes that ensure “best-in-class” delivery.
You will have a strong background in relationship management, with proven experience in handling both smooth and challenging situations. You’ll be skilled in managing stakeholders at all levels, both internally and externally.
With expertise in the energy industry and/or Customers or 3rd Party Management, you will have a desire to expand your skills and knowledge further.
You’ll define what “excellent” looks like both overall and for your specific customers and lead your team to do the same.
While you’ll adhere to industry procedures and processes, you’ll also have the creativity to think outside the box when it comes to finding resolution options.
You’ll have exceptional time management skills, allowing you to multi-task and meet targets while addressing the needs of both customers and the business in a fast-paced environment. You’ll be a strong communicator who can influence and coach both internal and external stakeholders.
You’ll take pride in watching your direct reports excel in their roles, and you’ll play a key part in their development. As a natural people leader with extensive experience, you’ll be committed to guiding your team.
By getting to know your customers and building long-term relationships, you’ll gain a deep understanding of their business needs. This will allow you to continuously improve the service provided on behalf of Ecotricity, while balancing the cost to serve and the existing commercial agreements.
Skills & Experience:
* Proven experience in the energy or B2B service industries.
* Experience in managing customer/3rd party relationships.
* Strong communication and stakeholder management skills (internal and external).
* Ability to think strategically and manage multiple priorities in a fast-paced environment.
* Experience with CRM systems (Salesforce, Microsoft Office).
* Passionate, results-driven, and eager to learn.
* Excellent time management, organisational skills, and ability to multi-task.
* Collaborative and customer-focused with a tenacious approach to problem-solving.
* Creative, adaptable, and self-motivated to work independently or as part of a team.
* Managing your own time and prioritising your work will be key.
Attributes:
* Manages relationships effectively both internally and externally.
* Methodical and organised, managing own work.
* Receptive to feedback and acts accordingly.
* Exceptional team player who builds open and supportive relationships.
* Flexible and adaptable approach to work.
* If you’re looking to make an impact and deliver excellent service to high-value customers, this is the role for you! Join us in redefining customer service excellence.
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 its people in the best possible way at all times and helps the employees to 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, sun parks and green gas mills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gas mill, generating 100% green gas from a source that we will never run out of - grass.
We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.