Customer Experience Manager

Shell; Milton Keynes; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A major global energy supplier in Milton Keynes is seeking a leader for their Account Management team. You will focus on enhancing customer satisfaction and operational excellence within a diverse team. The ideal candidate has a strong background in the B2B energy sector, demonstrated leadership capability, and expertise in customer relationship management. This position promises career growth in a values-driven workplace that values individual contributions.

Benefits

Flexible working hours

Training and development programs

Competitive salary

Parental leave

Qualifications

• Experience leading a team in a B2B energy supplier context.
• Proven track record in coaching and maximizing performance of team members.
• Experience in improving customer satisfaction metrics.

Responsibilities

• Lead and develop the Account Management team for customer relations.
• Ensure performance aligns with SLA and KPI targets.
• Monitor and improve customer satisfaction and operational processes.

Skills

Team leadership

Customer satisfaction improvement

Junifer knowledge

B2B energy market knowledge

Commercial focus

Job description

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 are here to guide businesses to a better energy future. One that has the customer and a commitment to cleaner energy at the heart and makes it easy and affordable to embrace new technology.

We offer businesses across Britain 100% renewable electricity and gas. Our cleaner, affordable and simple solutions help companies manage their energy spend and plan their sustainability roadmap - a fresh approach for environmentally conscious businesses that are looking to boost their sustainability credentials.

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 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.

What You’ll Be Doing

This is a great opportunity to join Customer Operations to lead our Account Management team responsible for customer relationship management, customer service, billing and complaints for our Mid-Market customer 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 our 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 get the opportunity to lead a diverse team and drive performance to deliver high levels of customer satisfaction. You will also support multi‑disciplinary pan European projects to enhance our digital capabilities within operations.

Leadership

• Lead the Account Management team, 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 to the team, with a focus on regular coaching, performance reviews and tailored personal development plans in addition to managing induction, training, under‑performance and absenteeism
• Contribute to the development of the operations strategic plan and lead the development of the functional plan for account management
• Provide leadership and expert knowledge on all aspects of B2B energy operations, including a strong knowledge of 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 develop and maintain strong relationships with customers and brokers alike
• 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/or complaints to resolve customer 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 to meet customer and broker needs

Operational Excellence

• Monitor performance against a balanced scorecard (e.g. customer contact, billing timeliness, operational efficiency, complaints) and supporting SLAs, taking intervening action where required to re‑allocate resources to ensure performance targets are met
• Enhance customer journeys, working with the relevant internal teams to design process change as well as digital teams to support implementation of changes
• Drive down operating costs through strong commercial management in addition to scoping and driving process and systems improvement projects across Customer Operations and Collections
• Collaborate with Operations and Sales teams to align on customer onboarding, service delivery and billing processes
• Work closely with the Cash and Collections team to minimise bad and overdue debt by providing key customer information to collections and supporting with the resolution of any issues affecting payment
• Monitor operational compliance, working with regulations to deliver key compliance programmes and audits

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

After you submit your application, you will receive an email from Shell providing a link to an online assessment (HireVue) that is a mandatory part of the process and has a validity period – please check your spam/junk mailbox if you do not see the email. Once completed, your application will be reviewed to determine next steps. Thank you for your interest in Shell.

What We Offer

• 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.
• Grow as you progress through diverse career opportunities in national and international teams.
• Gain 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 for your qualifications right now, we’d still love to hear from you. Consider creating a profile in our Talent Community so we can keep you in mind for future opportunities that may align with your skills.

Shell in The United Kingdom

Shell is a vital contributor to the UK, supporting energy security, jobs and economic value. We provide energy to fuel homes, hospitals, schools, vehicles, machinery and factories. Our history here dates back over 125 years. A UK‑headquartered global energy leader, and leading FTSE multinational, we are active across the country’s energy system. In the years ahead, as the UK looks to strengthen energy security and deliver its 2050 net‑zero goal, Shell UK aims to play a crucial role. We aim to be a major investor in the UK energy system by helping our customers decarbonise with a focus on transport and industry.