Onboarding Lead

Shell; United Kingdom; On-site; GBP 40,000 - 60,000; Full time

Job summary

Shell is seeking an Onboarding Lead to oversee the onboarding process for high-value B2B energy customers. The role involves managing customer relationships and ensuring operational efficiency in transferring portfolios, all while promoting a culture of continuous improvement and support for career development.

Benefits

Flexible working hours

Competitive salary with annual performance-based increase

Paid parental leave

Access to training and development programmes

Collaborative work environment

Qualifications

• Experience in onboarding of B2B energy customers preferred.
• Knowledge of B2B gas and power supply industry.
• Enthusiastic and self-driven, able to meet deadlines.

Responsibilities

• Manage customer onboarding process for B2B energy clients.
• Coordinate with stakeholders and third parties for smooth transitions.
• Deliver timely reports to monitor onboarding targets.

Skills

Attention to detail

Problem-solving

Interpersonal skills

Job description

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’s the role

This is a great opportunity to join our Operations Team as Onboarding Lead.

The role will cover both Electricity and Gas B2B supply customers, coordinating and managing the onboarding process for high value customer accounts. The key requirement will be to deliver the first bill to the customer accurately and in a timely manner.

You will take responsibility for liaising closely with the customer and internal stakeholders, to confirm customer portfolio and account requirements. You will then project manage the successful transfer of customer portfolio. It will be necessary to liaise with third parties including other suppliers, as well as directly with the customer to resolve any queries or issues. You will need strong IT and data analysis skills with the ability to handle and manipulate large volumes of data accurately.

The Team is focused on delivering operational efficiency to underpin the delivery of “best in class” experiences to our business customers and own and lead operational process, data flows efficiency and metering service delivery. You will be the subject matter expert within the Shell Energy operations team to ensure the seamless transfer of high revenue, multi-site Industrial & Commercial portfolios to Shell Energy.

What you’ll be doing

Welcome:

• Deliver Customer greeting - the new customer should receive an initial meeting that is customized to them and comes from their onboarding specialist.
• Create client information pack - Confirm initial account set-up to support timely first bill execution and maximise data quality.
• Deliver welcome packs – ensure the experience with Shell is explained simply and clearly.
• Facilitate Product walkthrough – Take the customer through a navigated journey through their consume-bill-pay journey.

Communication:

• Specify communication channels - Communicating clearly and proactively to customers and their third-party intermediaries, on the transfer of the sites to Shell Energy.

Onboarding Management:

• Create and share onboarding plan.
• Facilitate client onboarding reviews, through onboarding period.
• Confirm clear timelines from supply start to first bill.
• Deliver Industry Obligations – ensuring the transfer and registration of B2B supplies to Shell Energy within supplier obligated timescales on this transfer.
• Deliver weekly and monthly reporting to support delivery of onboarding targets.

Continuous Improvement

• Ensuring the accurate maintenance of information within internal and external systems
• Develop & maintain a good understanding of systems & processes and suggest improvements where identified.
• Engage successfully with Industry Third Parties and Customers to onboard to Shell Energy, ensuring this is a positive experience and removes rework.

What you bring

• Experience in onboarding of B2B energy customers preferable.
• Knowledge of the B2B gas and power supply industry, particularly industry data flows supporting the transfer of meter points between suppliers.
• Strong attention to detail and problem-solving skills
• Great communicator - strong interpersonal skills
• A team player capable of building effective relationships with internal & external colleagues.
• Enthusiastic and self-driven, able to achieve deadlines.
• Flexible – adaptable as the role, business, and industry develop.

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 performance-related salary increase – our pay and benefits packages are among the best in the world.
• Take advantage of paid parental leave, including for non-birthing parents.
• Join an organization working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, and life experiences to apply.
• Grow through diverse career opportunities in 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 UK remains one of the North Sea’s biggest producers, supplying around 10% of the UK’s total oil and gas needs. But perhaps the most recognizable face of Shell in the UK is our network of over 1,000 Shell-branded service stations.

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.