Strategic Customer Service Manager

TN United Kingdom; Milton Keynes; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Strategic Customer Service Manager to lead a dynamic team in delivering exceptional service to B2B clients. This role is pivotal in shaping service strategies, enhancing customer retention, and collaborating with key stakeholders. Ideal candidates will have extensive experience in the B2B energy sector and a proven track record in leadership and customer relationship management. Join this forward-thinking company to make a significant impact and drive business growth while ensuring a best-in-class service experience.

Qualifications

• 5+ years in strategic management, especially in B2B energy.
• Strong leadership and customer relationship management skills.

Responsibilities

• Lead a team to meet customer needs and achieve objectives.
• Oversee service delivery for strategic business accounts.

Skills

Strategic Management

B2B Energy Industry Experience

Leadership

Customer Relationship Management

Communication Skills

Networking Skills

Stakeholder Management

Data Analysis

Problem-Solving

Time Management

Tools

Microsoft Office

Job description

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Strategic Customer Service Manager, Milton Keynes

Client: Utility People

Location: Milton Keynes, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: 9621df9d6d46

Job Views: 4

Posted: 24.04.2025

Expiry Date: 08.06.2025

Job Description:

Summary: Our client, a leading supplier of green energy, is looking for a Strategic Customer Service Manager to lead a team of 10-15 to deliver exceptional service to strategic B2B clients. You'll build strong relationships, drive customer retention, and ensure a best-in-class service experience. This role offers the opportunity to shape their service strategy, collaborate with key stakeholders, and make a real impact. If you have experience of working within the B2B energy industry, combined with extensive experience in leadership - apply today!

Key Responsibilities:

1. Lead & develop a team to assess & meet customer needs while achieving key objectives
2. Oversee end-to-end service delivery for strategic business accounts
3. Collaborate with internal stakeholders to ensure regulatory compliance and service targets
4. Support debt recovery efforts and assist Business Sales in securing new clients
5. Enhance existing services and support new service launches through effective communication
6. Manage third-party relationships to meet internal and regulatory service standards
7. Work with Legal, Compliance, and Finance teams on audits and governance
8. Contribute to a market-leading B2B customer experience strategy
9. Support cost management and business growth initiatives
10. Handle internal and external escalations effectively

Skills and Experience Required:

1. At least five years of proven experience in a strategic management role
2. Experience of working within the B2B energy industry (Essential)
3. Proven leadership and senior customer relationship management experience
4. Strong communication, networking, and stakeholder management skills
5. Proficient in Microsoft Office and data analysis
6. High numeracy, problem-solving, and strategic thinking ability
7. Excellent time management and organisational skills
8. Self-motivated, results-driven, and able to manage multiple deadlines
9. Strong commercial acumen, with negotiation and project management skills