What the Role
Lead the Account Management team within Customer Operations, responsible for building and maintaining strong relationships with mid‑market customers and brokers across Europe. Deliver outstanding customer outcomes through personalised service, billing accuracy and efficient complaint resolution.
What You’ll Be Doing
* Head a team of approximately 6 FTEs covering account management, customer service, billing and complaints for industrial, commercial, small and micro‑business customers.
* Coordinate workload allocation to meet SLA and KPI targets, while fostering a great employee experience through coaching and performance reviews.
* Support cross‑functional, pan‑European projects to enhance digital capabilities within operations.
* Deliver customer‑centric culture and improve satisfaction scores by identifying and rectifying process issues.
* Report key performance insights to senior management and contribute to both functional and strategic planning.
Leadership
* Lead, develop and retain a diverse Account Management team.
* Provide coaching, training, and tailored development plans.
* Deliver accurate reporting and insight to the Operations Senior Management Team.
* Drive operational excellence and cost competitiveness through continuous improvement and strategic planning.
* Maintain expertise on all aspects of B2B energy operations, including strong knowledge of Junifer.
Customer Centricity
* Cultivate relationships with customers and brokers, ensuring a strong customer‑centric culture.
* Drive improvement in customer satisfaction scores and manage escalations or complaints effectively.
* Lead the transition to self‑service portals and support ongoing enhancements.
* Capture and respond to customer feedback in collaboration with global colleagues.
Operational Excellence
* Monitor performance against a balanced scorecard, taking action to re‑allocate resources when needed.
* Collaborate with internal partners to design process changes and digital implementations.
* Reduce operating costs through commercial management and process improvement projects.
* Align onboarding, service delivery and billing processes with Sales and Operations teams.
* Work with Cash and Collections to minimize bad debt and resolve payment issues.
* Ensure operational compliance and deliver key compliance programmes.
What You Bring
* Team leadership experience in a B2B energy supplier.
* Proven experience in coaching and performance maximisation.
* Track record of delivering and improving B2B customer satisfaction.
* Strong Junifer knowledge.
* Knowledge of UK power and gas markets and B2B industry processes.
* A commercial focus with an understanding of profit drivers, process improvement and operational excellence.
What We Offer
* Competitive salary and annual performance‑related increases.
* Paid parental leave, including for non‑birthing parents.
* Flexible working hours and remote/mobile options.
* Opportunities for personal growth and professional development.
* Participation in the energy transition with a focus on sustainability.
* A diverse and inclusive workplace that values honesty, integrity and respect.
* Access to training and development programmes and career advancement across national and international teams.
Shell is an equal opportunity employer. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply.
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