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 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 have the opportunity to manage key relationships with Shell strategic I&C customers, delivering a contract revenue worth more than £15m/per annum across your portfolio. Through this working closely with blue chip corporate organizations across a range of sectors including Manufacturing, Retail, Telecommunications and Pharmaceuticals.

Reporting into the Flex Operations Manager, the role requires superior client care and regular contact with both current and prospective clients. Travel to meet customers face to face may be required, but the role is desk based in our Milton Keynes office and will involve regular communication with the customers and brokers by telephone.

You will have the opportunity to make a lasting impact on an ambitious and growing B2B organization. As a desk-based role you will be able to take advantage of our hybrid working environment which currently offers the opportunity to work from home, with combining time in our Milton Keynes office.

The Flex Account Manager role is responsible for ensuring that our customers with a Flexible Procurement contract have a positive experience with Shell Energy UK (SEUK), managing all customer service and operational aspects of their relationship with SEUK. The Flex Account Manager will be the dedicated point of contact with the customer from point of sale and will take responsibly from a smooth onboarding experience leading to accurate and efficient contract management including monthly invoicing and portfolio management. The Flex Account Manager will be the voice of the customer within SEUK ensuring that we deliver on our promises and contract obligations.

• Deliver expected contract cash flow and margin retention, as the dedicated point of contact for our customers from point of sale for all customer service and related operational matters. Working closely with customers SEUK business development manager, to provide industry leading contract management experience.
• Develop strong inter-personal relationships with key customer contacts to support with positive contract delivery. Driving trust and confidence with the customer. Prioritising F2F and telephony over email communication.
• Develop key operational account plans with each customer in portfolio, using strong relationship with customer to inform a solid understanding of key account priorities.
• Deliver a strong onboarding experience for customers, ensuring clear understanding of portfolio information that will lead to successful transfer of supplies and ensuring accurate and timely first bill.
• Deliver positive customer journeys through coordinating activity across our operational teams and communicating clear and timely outcomes with our customers (e.g. process new flex customer registrations, process renewals, change of tenancy 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 communicating any changes in a timely way to support our customers to validate and pay invoices in-line with agreed contract payment terms. Through this you will play a leading role in managing SEUK cash flow exposure and protecting contract profit margin.
• Be a customer service expert, responsible for analysis and diagnostics to address customer queries, requests, and complaints in a timely manner. Managing in a proactive and timely way.
• Commercial delivery of the contract with the customer, developing KPIs to ensure execution in line with operational commitments.
• Maintain a good working knowledge of the most recent Gas and Electricity market movements to support with delivery of value adding reporting to customers on their market transactions.
• Continually identify opportunities to improve flex product and process knowledge to support with customer experience. Working with product and process subject matter experts to upskill and share knowledge across the team.
• Support compliance audits and billing assurance activities.
• Use existing workflow functionality, through Junifer demand and ticket management, to accurately maintain customer information, to reduce the cost to serve of your customer base.
• Identify any inefficiencies within the current processes and systems and suggest ideas for improvements.
• Maintain awareness of regulatory compliance and changes to the obligations for SEUK (e.g. Ofgem, Elexon).
• Adhere to group quality standards focused on creating operational excellence.

We are keen to hear from candidates with significant experience in customer service or account management role with I&C energy suppliers. We’d also like to see the following:

• Experience working with Junifer or similar industry standard CRM system 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 achieve deadline.
• Interpersonal skills: Strong team player.
• Organisational skills: Ability to work at pace, maintaining high productivity without compromising accuracy or quality.
• Ability to assess and action competing priorities when working through peaks in demand.
• Technical / Analytical skills: Strong attention to detail and analytical / Excel skills.
• Good communicator with the ability to be assertive.
• Ability to build successful relationships with clients, suppliers, and colleagues.
• Well-organised with excellent time management skills, able to quickly integrate into a small team and work on your own initiative.
• A good listener with the ability to solve problems.

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.

• Progress as a person as we work on the energy transition together.
• Continuously grow the transferable skills you need 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 that encourages you to be the best version of yourself.
• Benefit from flexible working hours, and the possibility of remote/mobile working.
• Perform at your best with a competitive starting salary and annual performance-related salary increase – our pay and benefits packages are considered to be among the best in the world.
• Take advantage of paid parental leave, including for non-birthing parents.
• Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.