Job Description
This is a great opportunity to join our Flex Account Management team as a Flex Account Manager supporting our business aim 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. You will manage key relationships with Shell strategic I&C customers, delivering contract revenue worth more than £15m per annum across your portfolio, working closely with blue‑chip corporate organisations across manufacturing, retail, telecommunications and pharmaceuticals.
The role reports into the Flex Operations Manager, requires superior client care and regular contact with both current and prospective clients. It is largely desk based in Milton Keynes with occasional travel. The role offers a hybrid working environment (home/office).
Responsibilities
* Deliver expected contract cash flow and margin retention as the dedicated point of contact for all customer service and operational matters.
* Develop strong interpersonal relationships with key customer contacts to support positive contract delivery, prioritising face‑to‑face and telephony.
* Develop key operational account plans for each customer, informed by strong relationship insights.
* Deliver a strong onboarding experience, ensuring clear understanding of portfolio information for successful transfer of supplies and timely first bill.
* Co‑ordinate activity across operational teams to deliver positive customer journeys, including new registrations, renewals, tenancy changes.
* Prepare accurate and timely invoices and assist customers to validate and pay invoices in line with contract terms, managing cash‑flow exposure and profit margins.
* Provide customer service expertise, analysing and diagnosing queries, requests and complaints promptly.
* Commercial delivery of the contract, developing KPIs for operational commitment execution.
* Maintain knowledge of gas and electricity market movements to deliver value‑adding reporting to customers.
* Identify opportunities to improve product and process knowledge, collaborating with product and process SMEs.
* Support compliance audits and billing assurance activities.
* Maintain customer information in Junifer demand and ticket management system, reducing cost to serve.
* Identify process inefficiencies and suggest improvements.
* Keep abreast of regulatory compliance and obligations (e.g., Ofgem, Elexon).
* Adhere to group quality standards focused on operational excellence.
What You’ll Bring
* Significant experience in customer service or account management with I&C energy suppliers.
Preferred Qualifications
* Experience with Junifer or similar industry‑standard CRM system.
* Strong I&C Energy market knowledge and experience.
* Commercial awareness including analytical skills.
* Strong attention to detail, problem‑solving, and Excel skills.
* Enthusiastic, driven, and able to meet deadlines.
* Interpersonal skills – strong team player.
* Organisational skills – work at pace with high productivity and accuracy.
* Ability to assess and act on competing priorities during demand peaks.
* Good communication skills, assertiveness.
* Ability to build successful relationships with clients, suppliers and colleagues.
* Well‑organised with excellent time‑management and self‑initiative.
* Good listener capable of problem solving.
What We Offer
* Progress as a person while 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 in a values‑led culture encouraging growth.
* Flexible working hours and remote/mobile options.
* Competitive starting salary with annual performance‑related increases.
* Paid parental leave, including for non‑birthing parents.
* Opportunity to join a diverse and inclusive organisation and advance in national and international teams.
* Access to wide range of training and development programmes.
Equal Opportunity Statement
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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