About you…
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 want to define what ‘excellent’ looks like, overall & for your specific customers as well as lead your direct reports to do the same.
Whilst you may have to conform to industry procedures & processes, you’ll have the ability to think bigger for resolution options.
As an individual you’ll have exceptional time management skills, as well as being able to multi-task, enabling you to meet targets and deliver the needs of your customers and the business in a fast paced environment.
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. You’ll be a natural people leader, with bags of experience.
You’ll get to know your customers & maintain a long term relationship with your contacts. You’ll understand their business, enabling you to continually improve the service you provide on behalf of Ecotricity, whilst still considering the cost to serve & commercials in place.
Specific Knowledge Required/Desired:
Supervisor or Team Leader level (desirable but not compulsory)
Project/Account Management (desirable)
Working knowledge of Junifer & Salesforce
Good computer literacy including Microsoft Office Packages
Experience of working within the B2B energy industry (desirable)
Utility industry knowledge & experience. (Including Billing & Metering)
Experience of Customer Relationship Management Systems
Experience of client/3rd party management (desirable)
Experience of leading individuals as a line manager (desirable)
Experience delivering customer focused solutions to a demanding customer base.
Proven track record of driving successful performance.
TPI Knowledge (desirable, not essential)
Skill Set Required:
Strong communication with ability to communicate to stakeholders (internal & external)
Effectively manage relationships with both external and internal customers (including the setting accurate customer expectations).
Leadership
Comfortable managing upwards when support is required & resolution is not easily forthcoming.
Ability to develop relationships and leverage added value from them
High level of numeracy and problem solving ability
Analytical ability to assess and interpret data and identify opportunities and solutions
Excellent written and verbal communication skills
Ability to set clear agendas and support external meetings with clients
Excellent time management & personal organisational skills
Ability to think strategically and contribute to the overall B2B strategy (includingspecific channel strategies- e.g. TPI/Direct)
Ability to work under pressure, on own initiative and manage multiple deadlines
Strong commercial acumen in relation large business
Attributes:
High levels of passion, enthusiasm & a willingness to learn.
Self-driven and results orientated
Manages peer to peer relationships effectively both internally and externally
Demonstrates Leadership
Influences outcomes using effective negotiation
Treats customers the way we like to be treated ourselves
Solutions focused and resourceful.
Tenacious.
Committed to continual improvement
Engaging and motivating attitude and style
Methodical and organised, managing own work
Is receptive to feedback and acts accordingly
Exceptional team player who builds open and supportive relationships
Flexible and adaptable approach to work
Creative and innovative
Self starter who has the ability to work on their own & also as part of a bigger team.
Staff & Budgetary Responsibility
Manage a team of Customer Relationship Managers.