Strategic Account Administrator

Job Advert

**JOB DESCRIPTION**

**Details**

**Requirements**:
**Title**

Strategic Account Administrator

**Reporting To**

Customer Fulfilment Manager

**Department**

Operations

**Role Context**

ESPUG’s drive to achieve Operational Excellence is dependent on the continued relationships that we have with customers (UIPs and ICPs) during the build out of networks under the asset adoption process for gas, electricity and water. This success is achieved through delivery of an industry-leading service with a strong emphasis on ease of business for all operational processes.

The Strategic Account Administrator will be responsible for delivering a high standard of administrative support, therefore building a trusted relationship with our key customers. They will work closely with the Strategic Account Manager to coordinate, facilitate and execute successful service delivery, which is in line with customer expectations, ESPUG’s Service Level Agreements and Key Performance Indicators (KPIs). They will attend regular Customer meetings where appropriate and should be able to facilitate the majority of these interactions in place of the Strategic Account Manager if necessary.

They will also contribute to specific projects that align with ESP business targets and will contribute to the day-to-day responsibilities that sit within the Customer Fulfilment Team. This work will be designated across the team in accordance with current workload and ability.

**Key Accountabilities**
- **
Support the delivery of Key Projects and Strategic Partner Relationships - Supported by the Strategic Account Manager, **manage and organise your workload to ensure the delivery of ESP strategic projects and the ongoing successful relationships with our Strategic Partners.
- ** Deliver Customer Fulfilment Support** - effective coordination of service delivery at key points within the customer journey; this may include supporting processing MPxN requests, uploading meter cards, reviewing completion data, and approving invoices for payment.
- ** Drive Reduction of Current and Future Payment Opportunities - **supporting the Strategic Account Manager in reducing the asset value held as payment opportunities due to outstanding completion paperwork, or queries on submission already made by helping illustrate the ‘treasure map’ to release their payment.
- ** Support Completion & Invoicing Fulfilment** - working closely with the Customer and all relevant internal teams to ensure process requirements and SLAs are met. Clearly communicate payment opportunities which should maximise Customers opportunities to release asset value.
- ** Effective Internal Stakeholder Liaison** - share visibility of Customer communications via regular updates with the Strategic Account Manager, establish trusted relationship with wider Operations & Commercial teams.
- ** Accountability for Personal Development** **by collaborating with your manager to ensure relevant objectives are in place, and that effort is made to ensure these are achieved in addition to attending all relevant training required to fulfil responsibilities.

**Person Specification**

Key

E = Essential

D = Desirable

E Excellent verbal and written communications skills.
- E Excellent relationship management skills.
- E Strong organisational skills.
- E Demonstrates confidence when meeting with Customers and Stakeholders.
- E Excellent working knowledge of Microsoft Office.
- E An innovative approach to problem solving.
- E Demonstrate clarity, accuracy, and attention to detail.
- E Confident with learning new systems and is ‘tech’ savvy
- D Experience of the gas and/or electricity distribution business but an appropriate level of training will be provided in line with experience.
- D Experience of using CRM systems; ideally Microsoft Dynamics.