Flex Account Manager
Shell, Milton Keynes, England, United Kingdom
This role is a member of the Flex Account Management team, supporting Shell’s goal to be a leading provider of sustainable energy solutions, partnering with customers on their journey towards carbon neutrality and serving 5‑10% of the UK business energy market by 2030.
What’s The Role
Reporting into the Flex Operations Manager, this desk‑based role in the Milton Keynes office focuses on superior client care and regular contact with both current and prospective clients. Travel to meet customers face‑to‑face may be required, but communication is largely by telephone and virtual channels.
What You’ll Be Doing
* Deliver expected contract cash flow and margin retention, acting as the dedicated point of contact for our customers from point of sale for all customer service and related operational matters.
* Develop strong interpersonal relationships with key customer contacts to support positive contract delivery, prioritizing face‑to‑face and telephony over email.
* Create key operational account plans for each customer, providing clear priority insights.
* Ensure a smooth onboarding experience, accurate portfolio transfer and timely first billing.
* Coordinate activity across operational teams to deliver positive customer journeys and communicate clear outcomes (e.g., registrations, renewals, tenancy changes).
* Prepare accurate and timely invoices, communicating any changes promptly to support payment terms and protect profit margin.
* Provide customer service expertise, resolving queries and complaints proactively.
* Commercially deliver the contract, developing KPIs to ensure execution aligns with operational commitments.
* Maintain knowledge of gas and electricity market movements to deliver market‑additive reporting.
* Identify opportunities to improve flex product and processes, working with subject matter experts to upskill.
* Support compliance audits and billing assurance activities.
* Maintain accurate customer information using Junifer and ticket management, reducing cost to serve.
* Identify inefficiencies in current processes and systems, proposing improvements.
* Stay aware of regulatory compliance changes (e.g., Ofgem, Elexon).
* Adhere to group quality standards focused on operational excellence.
What You Bring
* Significant experience in customer service or account management with I&C energy suppliers.
* Experience working with Junifer or similar industry‑standard CRM systems.
* Strong I&C Energy market knowledge and commercial awareness.
* Analytical skills and strong attention to detail.
* Enthusiastic, driven, and able to achieve deadlines.
* Strong team‑player interpersonal skills.
* Excellent organisational skills, managing competing priorities during peak demand.
* Excel and analytical technical skills.
* Effective communicator, assertive when necessary.
* Ability to build successful relationships with clients, suppliers, and colleagues.
What We Offer
* Progress as a person working on the energy transition.
* Continuously grow transferable skills.
* Work at the forefront of technology, trends, and practices.
* Collaborate with experienced colleagues with unique expertise.
* Balance priorities in a values‑led culture encouraging personal excellence.
* Flexible working hours and remote/mobility options.
* Competitive starting salary and annual performance‑related increases.
* Paid parental leave, including for non‑birthing parents.
* Work in a diverse and inclusive organisation, with encouragement for all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences.
* Access to training and development programmes.
We are committed to attracting a broader and more diverse pool of candidates. If this position doesn’t feel like the perfect fit for your qualifications right now, we’d still love to hear from you. Consider creating a profile in our Talent Community so we can keep you in mind for future opportunities that may align with your skills.
Shell in The United Kingdom
Shell is a vital contributor to the UK, supporting energy security, jobs and economic value. We provide energy to fuel homes, hospitals, schools, vehicles, machinery and factories. Our history here dates back over 125 years. A UK‑headquartered global energy leader and leading FTSE multinational, we are active across the country’s energy system.
In the years ahead, as the UK looks to strengthen energy security and deliver its 2050 net‑zero goal, Shell UK aims to play a crucial role. We aim to be a major investor in the UK energy system by helping our customers decarbonise with a focus on transport and industry.
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