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 guide businesses to a cleaner energy future.
What’s The Role
We’re part of one of the world’s largest companies, fostering a culture of continuous improvement and inclusion. This role works within the Customer Experience Team as a Customer Experience Account Manager, focusing on developing strong relationships and delivering a proactive, personalized, value‑add service to our Mid‑Market customer portfolio.
What You’ll Be Doing
You will manage all aspects of account management across a portfolio of Mid‑Market customers, supporting the wider team as required. Key responsibilities include:
- 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 needs. Essential and preferred qualifications include:
- 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 organized with the ability to manage own workload and support other team members when required
- Flexibility – willingness 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 Juniper – desired but not essential
What We Offer
- Progress as a person while working 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 – among the best in the world.
- Take advantage of paid parental leave, including for non‑birthing parents.
- Join an organisation that is one of the most diverse and inclusive in the world; we encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences.
- Grow through diverse career opportunities in national and international teams.
- Gain access to a wide range of training and development programmes.
Shell is working to advance an inclusive, psychologically safe and accessible environment where people with disabilities can excel. If you require any accommodations or accessibility adjustments (e.g., assistive technology, communication support, or other) during the application or interview process, please let us know directly via careers@shell.com. We strive to ensure that our process and workplace is accessible to everyone and are dedicated to making reasonable adjustments to support your needs.
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