Id Job: 316a354
The role of the Strategic Relationship Manager is to be the day-to-day contact at Ecotricity for our most high value, and strategic business customers.
Previous leadership experience is a must for the role, as you’ll manage a small team of Customer Relationship Mangers and their customers too. We want you to draw on your experiences to help coach and develop your direct reports to be the best Relationship Managers they can be!
You’ll build great relationships with the key contacts of all accounts within your remit & do what you say you’ll do, in a timely manner. It’s about making them feel valued & offering a service that sets us apart from the rest!
You and your team will not only provide a ‘best in class’ service, but you’ll also deliver to tight deadlines. You’ll provide outputs to measure service levels & update the business on how we are performing for each of your teams customers. You’ll act as the voice of your customer, helping us make decisions that nurture the relationship.
You’ll work closely with our Business Sales team and people across the business, so strong stakeholder management is a must. You are part of the Business Service Leadership team & will work alongside your peers to deliver department & company initiatives, as well as side projects.
This is a very varied role in a fast paced environment, perfect for someone with a passion for customer service, people management and Ecotricity' s mission!
About the team…
Whatever the request, whatever the question- the team will sort it or they’ll know where to go to get the answer. Service is owned from start to finish. Best in class service is what we pride ourselves on. Our passion means we’ll pull together as a team to achieve this for our customer base.
The department is fast paced and friendly but extremely professional with customer experience always our primary focus. The team has a proven track record at improving the overall service we offer to our high value & strategic business customers and our people are at the forefront of our initiatives. We are looking to do things differently, our customers are demanding it. The team defines & delivers this together, pushing boundaries & redefining where we need to
You’ll have a strong track record of relationship management, with proven experience in handling the smooth with the rough. You’ll be an expert at managing stakeholders at all levels, both internally and externally, and you’ll be experienced in complaint management.
You’ll have proven expertise in the energy industry &/or Client or 3rd Party Management and possess a thirst to broaden your skills & knowledge further.
We are looking for someone who is passionate about providing excellent customer service for our most important business customers, whilst managing the processes that sit behind the front end service, to help achieve that ‘best in class’ delivery.
You’ll want to define what ‘excellent’ looks like, overall & for your specific customers as well as lead your direct reports to do the same.
Whilst you may have to conform to industry procedures & processes, you’ll have the ability to think bigger for resolution options.
As an individual you’ll have exceptional time management skills, as well as being able to multi-task, enabling you to meet targets and deliver the needs of your customers and the business in a fast paced environment.
You’ll have experience in project management and will be a superb communicator, who is able to influence and coach both our internal and external customers.
You’ll get a real kick from seeing your direct reports excel in their role, and you’ll love playing a key part in their development. You’ll be a natural people leader, with bags of experience.
You’ll get to know your customers & maintain a long term relationship with your contacts. You’ll understand their business, enabling you to continually improve the service you provide on behalf of Ecotricity, whilst still considering the cost to serve & commercials in place.
Specific Knowledge Required/Desired
Skill Set Required
What's in it for you...
Healthcare plan, life assurance and generous pension contribution
Volunteering day
Hybrid working
Various company discounts (including shops, days out and events)
Holiday of 25 days (plus bank holidays) & ability to buy/sell days
Cycle to work scheme, car pooling and onsite parking available
As a valued member of the team you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025
Flexibility statement
The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use it's people in the best possible way at all times and helps the employees to make make their contribution in a changing environment.
Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity- the green kind.
Our mission was, and remains, to change the way energy is made and used in Britain- by replacing fossil fuels with clean, renewable energy.
We don't just supply green energy, we use the money from our customers' bills to make it ourselves too- we build windmills and sun parks in Britain. We call this 'bills in to mills'. In 2021, we started work on building two new solar parks, and now, in 2023, we're bringing geothermal energy to our customers' fuel mix, a first in the UK. We're also developing green gas mills which will generate 100% green gas from a source that we will never run out of- grass.
We don't just focus on energy though- we built Electric Highways, Britain's leading network of electric vehicle charging points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain's greenest mobile phone service, Ecotalk + RSPB.
Ecotricity is an equal opportunities employer and is committed to providing equality for all.
