B2B Customer Relationship Manager - Stroud, United Kingdom - Ecotricity

Description

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 Strategic Relationship Managers and Business Development Managers, as well as people across the business and so strong stakeholder management is a must.

Core Responsibilities:

• Point of contact for key customers. Deliver all task within the customer journey in B2B- from Registration to Billing & all things Metering. Proactively monitoring & managing cases to minimize any resolution delays.
• Check, fix and distribute customer invoices each month, proactively following up with the customer to answer any queries, as part of building our relationship with the customer, adhering to SLA and KPI requirements
• Support the Strategic Relationship Manager and Business Development 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 meter point 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 & assists putting 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.
• SLA and KPIs performance driven

About the team...

Whatever the request, whatever the question, the team will own it and resolve it or they'll know where to go to get the answer We own all service from start to finish.

The department is fast paced and we are a friendly bunch with customer experience always our primary focus, as well as looking out for one another.

We are going through a period of growth and transformation with an aim to enhance the overall service we already offer to our strategic business customers. There are plenty of opportunities to become involved in other projects, as well as sharing your improvement ideas and helping to bring them to life

About You

We are looking for people who are passionate about providing excellent customer service for our key strategic business customers.

You'll have proven expertise in the energy industry &/or Client or 3rd Party Management. You'll have a thirst for knowledge and will be keen to broaden your skills & energy industry knowledge further.

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 (SLAs and KPI tracked) in a fast-paced environment. You'll be a superb communicator, who is able to influence and coach both our internal and external customers on 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 commercial impact on our organisation.

Specific Knowledge Required/Desired

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

Skills 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
• Attention to detail, with the ability to spot data inaccuracies
• High level of numeracy and problem solving ability
• Excellent written and verbal communication skills
• Excellent time management & personal organisational skills

Attributes

• High levels of passion, enthusiasm & a willingness to learn.
• Self-driven and results orientated
• Manages peer to peer relationships effectively both internally and externally
• Treats customers the way we like to be treated ourselves
• Solutions focused and resourceful
• Committed to continual improvement
• Engaging and motivating attitude and style
• Methodical and organised, managing own work
• Exceptional team player who builds open and supportive relationships
• Flexible and adaptable approach to work
• Self starter who has the ability to work on their own & also as part of a bigger team.

About Us

What's in it for you...

Healthcare plan, life assurance and generous pension contribution

Volunteering day

Hybrid working

Various company discounts (including gym, 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 2024, 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.

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