Ecotricity
Customer Relationship Manager
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Hybrid office presence - Three days per week in Stroud office (GL5)
As a Customer Relationship Manager at Ecotricity Business, you will be an expert in all things energy, owning a portfolio of our high-value and strategic customers. You’ll act as their day-to-day contact and trusted partner, completing the processes and managing the full account journey to get things done. You will work closely with your direct line manager, the Strategic Relationship Manager, who holds ultimate accountability for driving the portfolio KPIs and managing the overall customer relationship. Together, you will work in partnership to strengthen customer loyalty and retention, ensuring long-term value for both the customer and the business.
This hands-on role covers everything from ensuring bills are issued accurately and on time, to resolving queries across metering, changes of ownership, and everything in between. Our goal is to deliver a ‘Best in Class’ service, ensuring that whatever the query, proactive or reactive, it is resolved efficiently with regular updates along the way.
Core Responsibilities:
- Manage accounts at a granular level to ensure meter point performance is accurate, particularly across metering, billing, and settlement, enabling achievement of both internal and customer objectives.
- Take ownership of customer complaints, prioritise and complete to the customer’s satisfaction and within agreed time scales, ensuring regulation SLA’s are met.
- Proactively monitor and manage cases to minimise resolution delays, ensuring SLA and KPI requirements are consistently met.
- Check, fix, and distribute customer invoices each month, following up directly with customers to resolve queries and strengthen relationships.
- Know your portfolio inside and out, managing all KPIs associated with your accounts and ensuring the agreed performance measures are achieved.
- Collaborate with non-customer facing teams to ensure your customer’s portfolio health tasks are completed in a timely manner — taking ownership until resolution and ensuring adherence to both internal and external SLAs.
- Support Strategic Relationship Managers and Business Development Managers in maintaining strong relationships with key customers - attending customer meetings where appropriate.
- Drive continuous improvement by identifying where processes may be failing for customers and assisting in putting corrective plans in place.
- Support the Change and Transformation team by helping shape and embed new products and services into the customer journey.
- Educate, coach and influence customers on best practice for business energy use.
- Assess, clarify, and validate customer needs on an ongoing basis to ensure service delivery remains proactive and effective.
- Liaise with external service providers to maximise resolution across your account base, both verbally and via industry flows.
- Collaborate with our Debt team to reduce outstanding balances by minimising any barriers to payment.
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About the Team…
Whatever the request, whatever the question, the team will own it and resolve it or they’ll know where to go to get the answer! We own all service from start to finish. 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’re looking for people who are passionate about delivering excellent customer service to our business customers. You’ll bring proven expertise in the energy industry and/or client or third-party management, with a thirst for knowledge and a drive to broaden your skills further. As an individual, you’ll have exceptional time management skills, able to multi-task and meet targets in a fast-paced environment. Most importantly, you’ll know your customers inside and out, building long-term relationships, understanding their business, and continually improving the service you provide on behalf of Ecotricity Business while keeping commercial impact in mind.
Specific Knowledge
- Strong computer literacy, including Microsoft Office packages & CRM systems (Essential)
- Experience of customer and third-party account management
- Proven track record of delivering customer-focused solutions to a demanding customer base
- Demonstrated ability to drive successful performance
- Working knowledge of Salesforce
- Experience within the B2B energy industry
- Knowledge of Third Party Intermediaries (TPIs)
Skills Required
- Strong communication skills, with the ability to engage stakeholders at all levels (internal and external)
- Effective relationship management, including setting and managing accurate customer expectations
- Confidence in managing upwards when additional support is required or resolution is complex
- Ability to build and leverage relationships to deliver added value
- High attention to detail, with the ability to identify and correct data inaccuracies
- Strong numeracy and problem-solving skills
- Excellent written and verbal communication abilities
- Exceptional time management and organisational skills, with the ability to multi-task in a fast-paced environment
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Attributes
- Passionate, enthusiastic, and eager to learn
- Self-driven, results-oriented, and committed to continual improvement
- Customer-centric, treating customers as we would like to be treated ourselves
- Solutions-focused and resourceful, with a proactive approach to challenges
- Engaging and motivating, with a collaborative style that builds strong peer relationships
- Methodical and organised, able to manage own workload effectively
- Flexible and adaptable, thriving in both independent and team settings
- A true team player who builds open, supportive, and long-term relationships
What's in it for you...
- Healthcare plan, life assurance and generous pension contribution
- Volunteering Day
- Hybrid Working
- Various company discounts (including shops, gyms, 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 sustainability objectives and targets.
Flexibility statement
The fast-moving nature of the 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 utilise our people in the best possible way at all times and helps our colleagues to make the best contribution in a changing environment.
Ecotricity is Britain's overall greenest energy company - it’s more than just green energy – the breadth and depth of our work on green issues is unmatched. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind. 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 have built windmills and sun parks in Britain. We call this turning 'bills into mills'.
We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.
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