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Microtricity Customer Relationship Manager

Location:
Stroud
Salary Details:
£17,100 to £23,000 DOE
09 Nov 2020
About The Role

The Customer Relationship Manager is the day to day contact at Ecotricity for our high value Feed-in Tariff customers. You will provide a ‘world class’ service to your portfolio of customers and whatever the query, proactive or reactive, you’ll get it sorted & keep them updated along the way. The role itself is varied and hands on. You’ll be managing the entire service journey for your customers - from onboarding of new sites, to ensuring their payments are made on time, and everything else in between. The role will also be integral to our growth ambitions, identifying sales opportunities for new multi-site customers and working with our Sales team to secure contracts.

Externally - You’ll build and maintain relationships with 3rd parties, suppliers, and the key contacts of your accounts. You’ll do what you say you’ll do, in a timely manner. It’s about making the customer feel valued & offering a service that sets us apart from the rest!

Internally - You’ll oversee key processes, look for improvement opportunities, ensure contracts and industry regulations are adhered to, and provide outputs to measure Service Levels & update the business on how we are performing. You’ll act as the voice of your customers, helping us make decisions that nurture the relationship.

You’ll work closely with both the Microtricity and Customer Relationship Management teams.

The Microtricity team are responsible for all Feed in Tariff related activities within the Ecotricity group. We look after many of the tasks that’ll keep your customers’ accounts running smoothly, so strong stakeholder management is a must for this role!

The CRM department is fast paced and friendly but extremely professional with customer experience always the primary focus. We own all service from start to finish. Top class service is what we pride ourselves on. Whatever the request, whatever the question – the CRM team will sort it or they’ll know where to go to get the answer.

The CRM aim is to improve the overall service we offer to our high value & strategic business. We are looking to do things differently - our customers are demanding it. The team will define & deliver this together, pushing boundaries & redefining where we need to.

Core Responsibilities:

  • Provide a dedicated point of support and knowledge to key customers and internal departmental Team Leaders & Managers
  • Stay up to date with key compliance regulations and customer contracts, ensuring processes and working practices align to regulatory and contractual commitments
  • Complete reporting and outputs to monitor performance and service levels
  • Deliver all tasks within the customer journey, including meter reads, payment statements and bespoke contractual tasks.
  • Proactively manage work items to minimise resolution delays and meet deadlines
  • Develop and own all necessary procedural documentation
  • Work closely with Sales to help identify potential new opportunities within the microgeneration industry
  • Support onboarding administration and establish relationships with new customers
  • Work closely with pretty much everyone in the business – from Finance, Commercial, Marketing, Sales, and Technology to name just a few
  • Be an ambassador for Ecotricity and our mission
  • Complete other projects and ad-hoc tasks deemed in line with the wider ongoing needs of Department and Ecotricity as a whole
  • Support the Strategic Business Service Manager to maintain relationships with existing customers, including preparing service updates, KPI tracking, and complaint handling. Attending customer meetings where necessary.
  • Proactively identify where processes may be failing & put plans in place to resolve
  • Proactively assess, clarify, and validate customer needs on an ongoing basis
  • Liaise with external service providers to ensure a high standard of delivery
  • Work with related service teams to analyse and make recommendations regarding the performance, development and operational effectiveness of processes which affect your customers
About You

Specific Knowledge Required/Desired

  • Good computer literacy including Microsoft Office (Required)
  • Client, 3rd party and Supplier management (Required)
  • Utility/Energy industry and Feed in Tariff Scheme (Desired)
  • Working knowledge of SAP & Salesforce (Desired)
  • Experience of Customer Relationship Management Systems (Desired)

    Skill Set Required

  • Experience delivering customer focused solutions to a demanding customer base

  • Strong verbal and written communication with ability to communicate to stakeholders

  • Effectively manage relationships with both external and internal customers (including setting accurate customer expectations)
  • 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
  • Ability to set clear agendas and support external meetings with clients
  • Excellent time management & personal organisational skills
  • Ability to work under pressure, on own initiative and manage multiple deadlines
  • Strong commercial acumen in relation to large business
  • Procedure and report writing

 

Behaviours

  • High levels of passion, enthusiasm & a willingness to learn
  • Tenacious and influences outcomes using effective negotiation
  • Treats customers the way we like to be treated ourselves
  • Solutions focused and resourceful
  • Committed to continual improvement
  • Engaging and motivating attitude and style
  • Methodical and organized with a high level of attention to detail
  • Receptive to feedback and acts accordingly
  • Exceptional team player who builds open and supportive relationships
  • Flexible and adaptable approach
  • Creative and innovative
  • Self-motivated with the ability to work on their own & also as part of a bigger team

 

  
About Us
Ecotricity is the greenest energy company in Britain. In fact, when we started back in 1995, we were the first green electricity company in the world.

Our mission was and remains to change the way energy is made and used – after introducing green electricity to the world, we introduced green gas to Britain in 2010 too.

Our model is unique: we use our customers’ energy bills to fund the building of new sources of green energy. We like to refer to this as turning ‘bills into mills’ – energy bills into energy mills, whether that’s wind, sun, sea or gasmills.

We’ve built over seventy wind and sun parks across Britain, we’re planning to build Britain’s first ever Green Gasmills, and through Britwind, our small wind company, we design, build and deliver small wind turbines to landowners and businesses throughout Britain and the world!

We don’t just focus on energy though – we built and run the Electric Highway, Britain’s leading network of electric car chargepoints, we helped Forest Green Rovers become the greenest football club in the world, and launched Britain’s greenest mobile phone service, Ecotalk.