Customer Experience Account Manager at Shell

What’s The Role

• We’re ambitious with a pace to match, and as part of one of the world’s largest companies, the opportunity and ability to push forward is greater than ever before.
• We foster a culture of continuous improvement. Accountability matters, which means enabling transformation through autonomy to influence and see progress through.
• Every day we work to provide an environment where all employees feel valued and included and are able to nurture their talent both as individuals and as part of a collaborative team.
• A diverse and inclusive workplace, embedded in our principles of honesty, integrity and respect, brings together remarkable people and enables them to be themselves. At Shell Energy, you’ll be able to apply and develop your skills and knowledge as part of a collaborative team that’s helping to innovate.
• This is a great opportunity to join our Customer Operations Team as a Customer Experience Account Manager. We are on a journey to transform Customer Experience through developing strong relationships and a deep understanding of our Customers. Providing a pro-active, personalised, value add service is key to our success as we continue on an exciting, aggressive growth trajectory.
• Reporting into the Customer Experience Manager, this role is responsible for delivering best in class service to our Mid-Market customer portfolio.

What You’ll Be Doing

You will have responsibility for the provision of all aspects of account management across a portfolio of Mid-Market customers, whilst providing support to the wider team when necessary. Key responsibilities include (but are not limited to):

• Customer Relationship Management - Forming and developing strong relationships with TPI’s and Customers
• Pro-Active Portfolio Management aligned with customer needs, delivering a value-add service
• Customer Journey Optimisation – Identifying and recommending opportunities to improve Customer Experience
• Multi-channel customer contact management (voice and email)
• Billing – Timeliness and Accuracy
• Debt Prevention
• Query and Complaints Management
• Business Moves
• Account Health
• Continuous Improvement – Self, Processes and Systems

What You Bring

We are keen to hear from candidates with proven experience in B2B Customer Account Management with a strong emphasis on tailoring service to customer’s needs:

• Utilities experience is essential
• Strong customer relationship-building skills
• A proactive approach to managing a B2B Customer portfolio
• Knowledge of UK Power and Gas systems, markets and B2B industry processes
• Highly developed communication skills - verbal and written
• Highly organised with the ability to manage own workload and support other team members when required
• Flexibility – Willing to help and support others when required
• Positive attitude with a willingness and desire to achieve and exceed targets without compromising quality
• Well-developed MS Office skills (Word, Excel, PowerPoint and Outlook)
• Experience with using Gentrack Junifer – Desired but not essential

What We Offer

• 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 performancerelated 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.
• Grow as you progress through diverse career opportunities in national and international teams.
• Gain access to a wide range of training and development programmes.