Customer Relationship Manager

Overview

Manage customer relationships and supplier performance for energy data services.

Key Responsibilities

• performance reporting
• portfolio management
• process review
• data insight
• supplier meetings
• customer contact

Tasks

-Analyse, investigate and resolve queries raised by Suppliers or the customer service team (either by e-mail or direct phone calls). -Collaborating across the business to understand why data is missing and finding ways to resolve. -Provide clarity and insight into issues preventing actual data from being submitted. -Organise and attend Supplier meetings when required, ensuring preparation is completed in line with the agenda. -Create and maintain Supplier performance reporting packs for HH % Energy -Ensure internal and external customers have all the required information to support settlement performance. -Manage emails to ensure customers, internal and external, are communicated to in a timely manner. -Be the point of contact for your customers by responding to verbal and written customer queries, complaints, and any complex queries. -Manage and understand the expectations of the customer and ensure service lines are adhered to. -Develop and maintain a relationship with the customer; ensuring operational, industry, and contractual performance levels are met. -Assist in the support of industry changes which could include the review system/process changes. -Work closely with suppliers and third parties as well as other internal teams to drive actions that affect performance. -Pro-actively manage Supplier portfolios to provide a consistently high level of service, ensuring all service lines are met. -Get involved with future contractual negotiations and support the effective delivery of this.

Requirements

• problem solving
• it literacy
• communication
• customer focus
• adaptability
• decision making

What You Bring

-Good analytical and problem-solving skills, able to grasp problems quickly and draw informed conclusions. -Industry knowledge is up to date. -Flexible, willing, and able to cope with change, with the ability to work under pressure. -Strong, clear communication skills both verbally and in writing. -Anticipates issues and is proactive in dealing with them. -Customer focused; able to identify and respond to the needs of the customer. -Good level of IT literacy. -Can manage own time to meet daily requirements. -Able to work in a complex environment with conflicting demands and make clear and consistent decisions.

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Benefits

-Employee Assistance Program -28 days annual leave plus Bank Holidays -Wellbeing Centre -Annual leave Buy & Sell scheme -Life Assurance up to 6 X Base Salary* -Enhanced Salary Sacrifice Pension Contributions -Reward & Recognition -Simply health Healthcare plan (Upgrades available) -Retailer Discounts Platform

About imserv europe ltd

Nope

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