Senior Flex Account Manager in Milton Keynes

This is a great opportunity to join our Flex Account Management team as a Flex Account Manager, supporting our aim to be a leading provider of sustainable energy solutions. You will partner with customers on their journey toward carbon neutrality and contribute to 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 across your portfolio. This role involves working with blue chip corporate organisations across sectors including Manufacturing, Retail, Telecommunications and Pharmaceuticals. The role is desk based in Milton Keynes with regular travel to meet customers as needed and with hybrid working options.

What You’ll Be Doing

The Flex Account Manager is responsible for ensuring that customers with a Flexible Procurement contract have a positive experience with Shell Energy UK (SEUK). You will be the dedicated point of contact from sale through onboarding and ongoing contract management, including monthly invoicing and portfolio management. You will be the voice of the customer within SEUK, ensuring we deliver on promises and contract obligations.

More Specific Responsibilities Include

• Deliver expected contract cash flow and margin retention as the dedicated contact for our customers from point of sale for all customer service and related operational matters.
• Work closely with the SEUK business development manager to provide industry-leading contract management experience.
• Develop strong inter-personal relationships with key customer contacts to support positive contract delivery.
• Drive trust and confidence with the customer; prioritise F2F and telephony over email communication.
• Develop key operational account plans with each customer in the portfolio to inform a solid understanding of key account priorities.
• Deliver a strong onboarding experience for customers, ensuring clear understanding of portfolio information, successful transfer of supplies, and accurate first bill.
• Coordinate activity across operational teams to deliver positive customer journeys and communicate clear and timely outcomes (e.g., process new flex registrations, renewals, tenancy changes, and other contract changes).
• Be the customer advocate within SEUK.
• Prepare accurate and timely invoices for flex customers (including calculation of accurate Flex contract costs) to drive the successful collection of >£15m revenue per annum.
• Proactively communicate changes to support customers in validating and paying invoices in line with terms.
• Manage SEUK cash flow exposure and protect contract margin.
• Provide customer service expertise, addressing queries, requests and complaints in a timely, proactive manner.
• Commercial delivery of the contract with the customer, developing KPIs to ensure execution in line with commitments.
• Maintain knowledge of gas and electricity market movements to support value-added reporting for customers.
• Identify opportunities to improve flex product knowledge and processes; work with product and process SMEs to upskill and share knowledge across the team.
• Support compliance audits and billing assurance activities.
• Use Junifer workflow and ticket management to accurately maintain customer information and reduce cost-to-serve.
• Identify inefficiencies in current processes and suggest improvements.
• Maintain awareness of regulatory changes (e.g., Ofgem, Elexon).
• Adhere to group quality standards focused on operational excellence.

What You Bring

We are keen to hear from candidates with significant experience in customer service or account management roles with I&C energy suppliers.

We’d Also Like To See The Following

• Experience working with Junifer or similar CRM systems for operational delivery to customers.
• Strong I&C energy market knowledge and experience.
• Commercial awareness including analytical skills.
• Strong attention to detail and problem-solving skills.
• Enthusiastic and driven, able to meet deadlines.
• Interpersonal skills: strong team player.
• Organisational skills: ability to work at pace with high productivity and accuracy.
• Ability to prioritise competing tasks during peak demand.
• Technical/analytical skills: strong attention to detail and Excel skills.
• Good communication with the ability to be assertive.
• Ability to build successful relationships with clients, suppliers and colleagues.
• Well-organised with excellent time management; able to quickly integrate into a small team and work on your own initiative.
• A good listener with the ability to solve problems.

What We Offer

You bring your skills and experience to Shell, and in return you work with talented, committed people on challenging energy transition work. You’ll have opportunities to develop skills in an environment that values honesty, integrity, and respect. You’ll balance priorities to become the best version of yourself.

• Progress as we work 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.
• Join a values-led culture that encourages you to be your best.
• Flexible working hours and potential remote/mobile working.
• Competitive salary with annual performance-based increases; our pay and benefits are among the best.
• Paid parental leave, including for non-birthing parents.
• Commitment to diversity and inclusion; we encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation and life experiences to apply.
• Opportunities to grow through diverse career opportunities in national and international teams.
• Access to a wide range of 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, consider creating a profile in our Talent Community for future opportunities. Shell is committed to an inclusive, accessible environment. If you require accommodations during the application or interview process, please let us know. Shell is an Equal Opportunity Employer.