B2B Customer Relationship Manager

6 days ago

Stroud, Gloucestershire, United Kingdom Ecotricity Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Specialist to join our team at Ecotricity. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service to our high-value business customers.

Key Responsibilities
  • Customer Relationship Management: Build and maintain strong relationships with our key business customers, providing proactive and reactive support to ensure their needs are met.
  • Service Delivery**: Own the customer journey, from registration to billing and metering, ensuring seamless service delivery and minimizing resolution delays.
  • Invoice Management**: Check, fix, and distribute customer invoices, proactively following up with customers to answer queries and build relationships.
  • Strategic Relationship Management**: Work closely with Strategic Relationship Managers and Business Development Managers to maintain strong relationships with key existing customers, including preparing service updates and attending customer meetings.
  • Account Management**: Monitor accounts at a granular level to ensure performance is accurate, enabling achievement of internal performance measures and customer expectations.
  • Process Improvement**: Proactively identify areas for process improvement and assist in implementing solutions to resolve customer issues.
  • Communication**: Develop relationships and leverage added value from customers, providing exceptional written and verbal communication skills.
  • Problem-Solving**: Utilize high-level numeracy and problem-solving skills to resolve customer queries and issues.
About You

We are looking for a highly motivated and experienced individual who is passionate about delivering exceptional customer service. You will have a proven track record of driving successful performance, with experience in client or 3rd party management, and a strong understanding of the energy industry.

You will be a superb communicator, able to influence and coach both internal and external customers on how best to use our services. You will have a thirst for knowledge and be keen to broaden your skills and energy industry knowledge further.

Requirements
  • Experience**: Proven expertise in the energy industry and/or client or 3rd party management.
  • Skills**: Strong communication, problem-solving, and analytical skills, with the ability to develop relationships and leverage added value from customers.
  • Knowledge**: Working knowledge of Salesforce, Microsoft Office Packages, and utility industry knowledge, including billing and metering.
About Us

Ecotricity is Britain's greenest energy company, committed to changing the way energy is made and used in Britain. We are an equal opportunities employer and are committed to providing equality for all.

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