At Shell Energy, we believe there's a better way to power your business. Aligned with Shell's ambition to be a significant global power business and to become net‑zero by 2050, we guide customers to a cleaner energy future, making the transition easy and affordable.
Overview
We offer businesses across Britain 100 % renewable electricity and gas. Our solutions help companies manage their energy spend and plan their sustainability roadmap, providing a fresh, environmentally‑conscious approach for businesses looking to boost sustainability credentials.
What you'll be doing
Join Customer Operations to lead the Account Management team responsible for customer relationship management, customer service, billing and complaints for our Mid‑Market portfolio. Reporting into the Senior Customer Operations Manager, the role requires team‑management and development skills alongside a strong focus on delivering outstanding outcomes for customers.
The role supports our business' aim to:
* Deliver great customer outcomes by providing personalised service to customers and brokers
* Drive cost competitiveness through operational excellence and continual improvement in operations processes
You will lead a diverse team, drive performance, and support multi‑disciplinary pan‑European projects to enhance our digital capabilities within operations.
Leadership
* Lead the Account Management team of circa 6 FTE in SEUK Operations covering account management, customer service, billing and complaints for industrial, commercial, small and micro‑business customers
* Co‑ordinate and allocate work across the team to ensure performance within SLA and KPI targets
* Deliver a great employee experience with regular coaching, performance reviews, and tailored development plans; manage induction, training, under‑performance and absenteeism
* Contribute to the development of the operations strategic plan and lead the functional plan for account management
* Provide leadership and expert knowledge on all aspects of B2B energy operations, including Junifer
* Provide accurate and timely reports and insight to the Operations Senior Management Team
Customer Centricity
* Lead the development of a customer‑centric culture in operations, supporting SEUK to build strong relationships with customers and brokers
* Drive improvement in customer satisfaction scores, identifying and rectifying issues to enhance the customer experience
* Develop SEUK's approach to capture and respond to customer feedback, working with Shell European and Global colleagues
* Manage customer escalations and complaints to resolve issues commercially, compliantly and fairly
* Steer the transition of customer contact to the self‑service portal and support ongoing development and enhancement of the portal
Operational Excellence
* Monitor performance against a balanced scorecard and supporting SLA's, taking action where required to re‑allocate resources
* Enhance customer journeys, design process change and work with digital teams to implement changes
* Drive down operating costs through strong commercial management and process improvement projects across Customer Operations and Collections
* Collaborate with Operations and Sales teams on customer onboarding, service delivery and billing processes
* Work closely with the Cash and Collections team to minimise bad and overdue debt, providing key customer information to collections and supporting resolution of payment issues
* Monitor operational compliance and deliver key compliance programmes and audits alongside regulatory requirements
What you bring
* Team leadership experience in a B2B Energy Supplier
* Passionate and highly experienced coach with a proven track record of maximising capability and performance
* Demonstrable experience delivering and improving customer satisfaction in B2B
* Strong Junifer knowledge
* Knowledge of UK power and gas systems and markets and B2B industry processes
* A commercially focused individual with an understanding of profit‑drivers and the linkages to process improvement, operational and service excellence
What we offer
* Progress as a person by working on the energy transition together
* Continuously grow transferable skills to get ahead
* Work at the forefront of technology, trends and practices
* Collaborate with experienced colleagues with unique expertise
* Achieve your balance in a values‑led culture encouraging you to be your best self
* Benefit from flexible working hours and remote/mobile working options
* Perform at your best with a competitive starting salary and annual performance‑related salary increase – our pay and benefits packages are among the best in the world
* Paid parental leave, including for non‑birthing parents
* Join an organisation working to become the most diverse and inclusive in the world; we encourage applicants of all backgrounds and identities
* Grow through diverse career opportunities at national and international teams
* Access a wide range of training and development programmes
Shell is an Equal Opportunity Employer.
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