Strategic Relationship Manager
3 days ago
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. At the heart of this business is a team of fantastic people - energetic and passionate about what we do, who work together to make things better and who are keen to ’shake things up a bit’ by challenging what others see as “conventional wisdom”.
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.
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 & do what you say you’ll do, in a timely manner. You’ll provide outputs to measure service levels & 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 & will work alongside your peers to deliver department & 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
Delivers all tasks within the customer journey in B2B, from point of registration to billing & all things Metering. Proactively monitoring & managing cases to minimize any resolution delays.
Lead a team of Customer Relationship Managers delivering the day to day workload & also any project initiatives
Work with IT and MI teams to improve reporting and root cause analysis of issues affecting key accounts
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. Working in collaboration to deliver 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.
Liaise with external service providers to maximize 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.
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
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[EG5] [KJ6] [KJ7] &/or Client or 3rd Party Management and possess a thirst to broaden your skills & 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 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. Project/Account Management (desirable)
Working knowledge of Junifer & Salesforce
Good computer literacy including Microsoft Office Packages
Including Billing & Metering)
Experience of Customer Relationship Management Systems
Experience of client/3rd party management (desirable)
Proven track record of driving successful performance.
Analytical ability to assess and interpret data and identify opportunities and solutions
Excellent time management & personal organisational skills
Strong commercial acumen in relation large business
Creative and innovative
Healthcare plan, life assurance and generous pension contribution
Hybrid working
Various company discounts (including shops, gym, 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 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.
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