B2B Client Engagement Specialist

The B2B Client Engagement Specialist serves as the primary liaison at Ecotricity for our key business clientele. You will manage a designated portfolio of accounts, ensuring that all client needs are met efficiently.

This role is hands-on, overseeing the complete service experience for your clients, from onboarding new accounts to ensuring timely billing and resolution of any issues that may arise.

Your goal is to deliver exceptional service, addressing both proactive and reactive inquiries, while keeping clients informed throughout the process.

On the external front, you will cultivate relationships with key stakeholders within your accounts, ensuring they feel valued and receive a service that distinguishes us from competitors.

Internally, you will provide insights to measure service performance and keep the organization updated on client satisfaction. Acting as the voice of the client, you will contribute to decisions that enhance the relationship.

Collaboration with Strategic Relationship Managers and Business Development Managers is essential, as well as effective stakeholder management across the organization.

Key Responsibilities:

• Serve as the primary contact for key business clients, managing all aspects of the customer journey from onboarding to billing and metering. Proactively monitor and manage cases to minimize delays in resolution.
• Review, correct, and distribute client invoices monthly, following up proactively to address any inquiries, while adhering to service level agreements (SLAs) and key performance indicators (KPIs).
• Assist the Strategic Relationship Manager and Business Development Manager in maintaining robust relationships with existing clients, including preparing service updates for meetings, tracking KPIs, handling complaints, and managing service delivery. Attend client meetings as necessary, collaborating with B2B Sales in line with the established account strategy.
• Monitor accounts closely to ensure accurate performance at the meter point level, particularly regarding metering, billing, and settlement, to meet internal performance targets and client expectations.
• Identify and address any process failures affecting clients, implementing corrective action plans as needed.
• Continuously assess, clarify, and validate client needs.
• Coordinate with external service providers to maximize resolution efficiency for your accounts.
• Collaborate with the Debt Management team to reduce outstanding balances on assigned accounts, addressing barriers to payment and supporting cash collection efforts.
• Work with related service teams (Operations & Commercial) to analyze and recommend improvements regarding the performance and operational effectiveness of processes impacting major business clients.
• Support new business initiatives by assisting in the onboarding of new clients and applying project management principles to ensure successful implementation.
• Focus on achieving SLAs and KPIs.

About the Team...

Our team is dedicated to owning every request and resolving it efficiently or directing it to the appropriate resource. We manage the entire service process from start to finish.

We operate in a dynamic environment and prioritize customer experience while fostering a supportive team culture.

As we undergo growth and transformation, we aim to enhance the service we provide to our strategic business clients. There are numerous opportunities to engage in various projects and contribute your ideas for improvement.

About You

We seek individuals who are committed to delivering outstanding service to our key business clients.

You will possess proven experience in the energy sector and/or client management. A desire to expand your knowledge and skills in the energy industry is essential.

You will strive to define what 'excellence' means for both the organization and your specific clients.

While adhering to industry protocols, you will have the capacity to think creatively about resolution options.

As a professional, you will demonstrate exceptional time management skills and the ability to multitask, ensuring that you meet targets and fulfill client needs in a fast-paced environment. Strong communication skills are vital, enabling you to influence and guide both internal and external clients on optimal service utilization.

You will develop a deep understanding of your clients' businesses, allowing you to continuously enhance the service you provide on behalf of Ecotricity while considering the commercial implications for our organization.

Required Knowledge and Experience

• Familiarity with Salesforce (desirable)
• Proficient in Microsoft Office Suite (required)
• Experience in the B2B energy sector (desirable)
• Knowledge of utility industry practices, including billing and metering (desirable)
• Experience with Customer Relationship Management systems (desirable)
• Client/third-party management experience (required)
• Proven ability to deliver customer-focused solutions to a demanding clientele (required)
• Demonstrated success in driving performance outcomes (required)
• Knowledge of Third Party Intermediaries (desirable, not essential)

Essential Skills

• Strong communication skills with the ability to engage stakeholders (internal and external)
• Effectively manage relationships with clients, setting accurate expectations.
• Comfortable seeking support when needed and navigating complex resolutions.
• Ability to cultivate relationships and derive added value from them.
• Attention to detail, with a keen eye for data discrepancies.
• High numeracy and problem-solving capabilities.
• Excellent written and verbal communication skills.
• Strong time management and organizational skills.

Personal Attributes

• High levels of enthusiasm and a willingness to learn.
• Self-motivated and results-oriented.
• Effectively manages peer relationships both internally and externally.
• Commits to treating clients with respect and care.
• Solution-oriented and resourceful.
• Dedicated to continuous improvement.
• Engaging and motivating demeanor.
• Methodical and organized in managing tasks.
• Exceptional team player who fosters open and supportive relationships.
• Flexible and adaptable in approach to work.
• Self-starter capable of working independently and as part of a larger team.

About Us

What We Offer...

Comprehensive healthcare plan, life insurance, and a generous pension scheme.

Opportunity for a volunteering day.

Hybrid working arrangements.

Various employee discounts (including fitness, retail, leisure activities, and events).

Annual leave of 25 days (plus public holidays) with the option to buy/sell days.

Cycle-to-work scheme, carpooling options, and on-site parking available.

As a valued team member, you will contribute to our Group Environmental policy and its objectives to achieve net carbon neutrality by 2025.

Flexibility Statement

The dynamic nature of our business may require you to undertake tasks outside of your original job description on an ad hoc basis. This flexibility allows us to utilize our workforce effectively and enables employees to contribute meaningfully in a changing environment.

Ecotricity is recognized as Britain's greenest energy provider. Since our inception in 1995, we have pioneered the provision of renewable energy.

Our mission is to transform energy production and consumption in Britain by replacing fossil fuels with sustainable energy sources.

We not only supply green energy but also invest in its production, constructing wind farms and solar parks across the UK. Our innovative approach includes the development of geothermal energy and green gas production.

Beyond energy, we have established Electric Highways, the leading network of electric vehicle charging stations, and partnered with organizations to promote sustainability in various sectors.

Ecotricity is an equal opportunity employer, committed to fostering an inclusive environment for all.