Account Manager (m/w/d)

Job Description

This role sits in the Energy Sales Team within our Customer Business. You will be the principal point of contact between ScottishPower and nominated outsourced call centres ensuring sales, quality and compliance targets are met. In addition, You'll identify and recruit new outsourced call centres as required to meet overall channel sales targets and act as the principal point of contact for all marketing sales activity in relation to nominated outsourced call centres.

What you'll be doing

• Responsible for ensuring that nominated outsourced call centres have a proper contractual relationship with ScottishPower and that they are in adherence to the agreed SLAs and industry regulations/licence requirements
• Work with Insight Telesales Data Manager to ensure that nominated outsourced call centres have an ample flow of data to support their activities and that the data is prepared in such a way as to maximise the benefit to the company and ensure the lowest cost per service possible.
• Analyse daily performance reports for all activity (sales, quality & compliance), to report on this activity, to pull together recovery plans should they be necessary to ensure set targets are met.
• Arrange and lead weekly, monthly, and quarterly operations meetings with all nominated outsourced call centres.
• Develop the scripting to be used by outsourced call centres to maximise the effectiveness of the campaign and to ensure all regulatory requirements are met.
• Be the principal point of contact between ScottishPower and nominated outsourced call centres ensuring sales, quality and compliance targets are met.
• Successfully identify, recruit, develop and account manage outsourced call centres from operational set up through to ongoing delivery in order that the channels sales, quality, and compliance targets are met.
• Review, refresh and deliver training material for outsourced call centres regularly to maximise the effectiveness of the campaign and to ensure all regulatory requirements are met.
• Listen to significant call sample from nominated outsourced call centre every week to ensure that all regulatory obligations and licence conditions are being met and to drive quality improvements from the call centre.
• Liaise with the Compliance Team regarding all areas of compliance including complaints received in relation to all sales activities undertaken at nominated partners and to take appropriate action as required.
• Be pro-active in ensuring that nominated outsourced call centres are operating at maximum advantage and focusing on ensuring the best use of data and the lowest cost per service.

What you'll bring

• Sales experience with a proven ability to drive sales volumes whilst maintaining high quality levels
• Proven ability to lead and manage individuals and teams
• Account management and contract negotiation experience
• Problem solving ability
• Results focused
• Strong analytical and planning skills
• A flexible attitude to working hours to cope with travel, peak workloads and customer/staff requirements
• A flexible attitude to personal development - prepared to acquire new skills associated with flexible management requirements

You will need to demonstrate as minimum

• Strong Account Management experience - outbound telesales
• Sales/Marketing experience
• Excellent communication/influencing skills both verbal and written
• Telesales experience
• Experience of stakeholder management
• Computer literacy in word, excel and PowerPoint

Please note some travel will be required as part of this role.

What's in it for you

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we'll double match your contribution up to a company contribution of 10%.

At ScottishPower, we believe it's the little things we do in life that make a big difference. From helping you look after your family's wellbeing, save for your future and take personal steps for climate action - our benefits are designed to help you do just that - so that you have everything you need to take care of your world - today and tomorrow. That's why our benefits include:

• 36 days annual leave
• Holiday Purchase - perfect your work/life balance with extra annual leave
• Share Schemes
• Payroll Giving and Charity Matched Funding
• Technology Vouchers - save more and spread the cost of your technology purchases
• Electric Vehicle Schemes - to help you transition to green/clean driving
• Cycle to Work scheme and Public Transport Season Ticket Loans
• Healthcare benefit options including Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
• Life Assurance (4x salary)
• Access to Savesmart financial wellbeing support
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why ScottishPower

ScottishPower is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. With a commitment to generate all of our energy from renewable resources and a drive to create the energy infrastructure of the future, we're at the forefront of the journey to Net Zero and investing over £6m every working day to make this happen. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you'll fit right in.

ScottishPower is committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support.

Mobility

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.