Customer Relationship Manager

Job Description

The Customer Relationship Manager is the day-to-day contact for our strategic customers. Working within the Microtricity department, dedicated to the Feed-in Tariff and other renewable energy schemes, you'll provide a world class service to your portfolio of customers. You'll be managing their entire service journey - from onboarding of new sites, to ensuring payments are made on time, and everything in between.

What you will do...

You'll offer a service that sets us apart from the rest - it's about making the customer feel valued!

• Provide exceptional customer service to Microtricity customers through delivery of all tasks within the customer journey, including meter reads, payment statements and bespoke contractual tasks
• Proactively assess and manage customer needs on an ongoing basis
• Complete reporting and outputs to monitor performance and service levels
• Provide a dedicated point of support and knowledge
• Build and maintain relationships with 3rd parties and other suppliers
• Support with onboarding and establish relationships with new customers
• Stay up to date with key compliance regulations and customer contracts
• Develop and maintain procedural documentation, identifying improvement opportunities, and ensuring adherence to best working practice
• Work with related service teams regarding the performance, development and operational effectiveness of processes which affect your customers
• Play a key role in the development and continuous improvement of the Microtricity customer experience in line with new products and services
• Any other ad-hoc duties as requested by Management

About You

You'll have proven expertise in the service sector with Client and/or 3rd Party Management, and you'll be keen to broaden your skills & energy industry knowledge.

We are looking for people who are passionate about providing excellent customer service for our most important business customers. You'll build strong relationships with your contacts, enabling you to continually improve the service you provide on behalf of Ecotricity, whilst still considering the cost to serve & commercials in place.

What you will bring..

• Strong verbal and written communication skills
• Good planning, time management, and organisational skills
• Good prioritising, multi-tasking, and problem-solving skills
• Methodical, resourceful, and organised with a high level of attention to detail
• Self-motivated with the ability to work on your own & also as part of a team
• Analytical ability to assess data and identify opportunities and solutions
• Ability to think strategically and contribute to the overall department strategy
• Good computer literacy with experience of Microsoft Office
• Experience of the Energy industry would be beneficial
• Client/stakeholder/3rd party management experience would be beneficial

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.