Customer Relationship Manager

Hybrid office presence-Three days per week in Stroud office (GL5)

As a Customer Relationship Manager at Ecotricity Business, you will be an expert in all things energy, owning a portfolio of our high‑value and strategic customers. You’ll act as their day‑to‑day contact and trusted partner, completing the processes and managing the full account journey to get things done. You will work closely with your direct line manager, the Strategic Relationship Manager, who holds ultimate accountability for driving the portfolio KPIs and managing the overall customer relationship.

Together, you will work in partnership to strengthen customer loyalty and retention, ensuring long‑term value for both the customer and the business.

This hands‑on role covers everything from ensuring bills are issued accurately and on time, to resolving queries across metering, changes of ownership, and everything in between. Our goal is to deliver a ‘Best in Class’ service, ensuring that whatever the query, proactive or reactive, it is resolved efficiently with regular updates along the way.

• Manage accounts at a granular level to ensure meter point performance is accurate, particularly across metering, billing, and settlement, enabling achievement of both internal and customer objectives.
• Take ownership of customer complaints, prioritise and complete to the customer’s satisfaction and within agreed time scales, ensuring regulation SLA’s are met.
• Proactively monitor and manage cases to minimise resolution delays, ensuring SLA and KPI requirements are consistently met.
• Check, fix, and distribute customer invoices each month, following up directly with customers to resolve queries and strengthen relationships.
• Know your portfolio inside and out, managing all KPIs associated with your accounts and ensuring the agreed performance measures are achieved.
• Collaborate with non‑customer facing teams to ensure your customer’s portfolio health tasks are completed in a timely manner — taking ownership until resolution and ensuring adherence to both internal and external SLAs.
• Support Strategic Relationship Managers and Business Development Managers in maintaining strong relationships with key customers - attending customer meetings where appropriate.
• Drive continuous improvement by identifying where processes may be failing for customers and assisting in putting corrective plans in place.
• Support the Change and Transformation team by helping shape and embed new products and services into the customer journey.
• Educate, coach and influence customers on best practice for business energy use.
• Assess, clarify, and validate customer needs on an ongoing basis to ensure service delivery remains proactive and effective.
• Liaise with external service providers to maximise resolution across your account base, both verbally and via industry flows.
  
  Collaborate with our Debt team to reduce outstanding balances by minimising any barriers to payment.

Whatever the request, whatever the question, the team will own it and resolve it or they’ll know where to go to get the answer! We own all service from start to finish.

The department is fast paced and we are a friendly bunch with customer experience always our primary focus, as well as looking out for one another.

We are going through a period of growth and transformation with an aim to enhance the overall service we already offer to our strategic business customers. There are plenty of opportunities to become involved in other projects, as well as sharing your improvement ideas and helping to bring them to life!

We’re looking for people who are passionate about delivering excellent customer service to our business customers. You’ll bring proven expertise in the energy industry and/or client or third‑party management, with a thirst for knowledge and a drive to broaden your skills further. As an individual, you’ll have exceptional time management skills, able to multi‑task and meet targets in a fast‑paced environment.

Most importantly, you’ll know your customers inside and out, building long‑term relationships, understanding their business, and continually improving the service you…