B2B Customer Relationship Manager

3 weeks ago

Stroud Gloucestershire, United Kingdom Ecotricity Full time

The Customer Relationship Manager is the day to day contact at Ecotricity for our high value/strategic business customers. Externally, you’ll build relationships with the key contacts of your accounts & do what you say you’ll do, in a timely manner. 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.


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. 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
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


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


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. 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 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.


Working knowledge of Salesforce (desirable)
Good computer literacy including Microsoft Office Packages (required)
Utility industry knowledge & experience - Including Billing & Metering (desirable)
Experience of Customer Relationship Management Systems (desirable)
Experience of client/3rd party management (required)
Proven track record of driving successful performance (required)
Attention to detail, with the ability to spot data inaccuracies
Excellent time management & personal organisational skills


Flexible and adaptable approach to work
Healthcare plan, life assurance and generous pension contribution
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

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. 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. 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 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.

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