THE ROLE:
We’re seeking to recruit a B2B experienced Head of Customer Service to join the growing Customer Operations department.
WHAT YOU’LL BE DOING:
We have an amazing Customer Operations team who provide first-class customer service to all our B2B customers and third party stakeholders across all the front and back-office activities they complete.
In this role you will be working with the Customer Operations Director and wider management team to take Bryt Energy’s external customer performance and reputation to the next level of excellence. This will be delivered whilst maintaining high standards of customer and TPI service, meeting organisational objectives, developing new customer centric systems and working within the budgets assigned.
At Bryt Energy we are hands on in our management approach, so the right candidate will be someone who provides strong leadership, can define and implement the organisational strategy, but can also work at the operational level to support and inspire the team.
We are looking for someone who is passionate about setting the highest possible service standards, so a naturally customer focused mindset is essential. The successful person will strive to put the customer and TPI at the heart of all business decisions and achieve high customer service standards across all processes
YOU’LL BE RESPONSIBLE FOR:
• Setting the strategy for all customer service-related activities across the business, including developing and maintaining robust TPI relationships. This includes, but is not limited to, front call handling systems and associated service levels, inbound email contact being actioned to desired SLA’s, all written customer contact documents, customer and TPI meetings and reporting.
• Implementing a company wide customer service external accreditation and training programme, working with Marketing to create the internal customer focused brand and proactively and innovatively communicating this to external stakeholders.
• Develop strategies to ensure all existing company KPI’s are met or exceeded with performance reported on a regular basis. Capability of identifying new KPI requirements and implementing them into the business.
• Management responsibilities for all employees within the Customer Service area of Customer Operations, through leading a team of Managers. Including recruitment, employee development, team performance and wellbeing, introducing operational efficiencies within the department and full compliance with all company HR policies and employment legislation. Putting employees at the forefront of department related decisions to maintain employee engagement levels is essential.
• Accountability and autonomy for the design and implementation of the end-to-end customer service journey, considering how this needs to differ for Strategic and Non-Strategic B2B customers supplied by Bryt Eneregy so the specific customers’ needs are delivered and expectations exceeded. Develop and implement TPI service management to meet TPI benchmarking and company service standards.
• Working with Marketing to document the end-to-end customer journey and create a suite of customer communications for all customer process stages, which are in-line with the companies Tone of Voice, are regulatory compliant and provide clear and robust customer updates.
• Development and delivery of all customer satisfaction surveys and associated reporting. Identify and build strategies to improve overall customer satisfaction if underperformance is identified. Promote internally and externally all customer feedback received in an engaging and informative way.
• Working effectively with other internal teams and outsourced partners, where relevant, to drive first-time contact resolution where possible and minimise time-to-resolve metrics.
• Understanding the company’s products and services and work with Marketing, Sales, Commercial and IT to develop customer service approaches to achieve the best customer product awareness and ongoing engagement.
• Working effectively with stakeholders in the Bryt Energy IT team to review existing processes, create process documentation, develop and deliver training material to Operational employees and ensure any system changes are implemented in a strategic and team focussed way. Design and support the creation and implementation of customer and TPI portals to encourage appropriate levels of self service interaction to reduce the cost to serve
• Monitoring external industry changes and identifying where customer service processes need to be adapted to ensure full compliance. Develop project plans to define, build and implement the changes ensuring strong stakeholder engagement across the business to deliver the changes on time. Accountability for the continual review of all existing processes to ensure that they remain fully compliant with all regulatory guidelines and there is no reputational damage.
• Proactively attending Strategic Account customer or TPI meetings to provide customer service performance insight and reporting to ensure all customer SLA’s and expectations are met. Support tender responses to demonstrate service standard capabilities at Bryt Energy. Work with the Sales team to ensure a combined approach to deliver these objectives.
• Delivering industry leading contact management, query management, disputes and escalated complaint resolution services and metrics. Responsibility for ensuring the complaints process is completed compliantly with regulatory guidelines. Oversight of any Ombudsman cases to required standards and timescales.
• Designing, producing and continually analysing all customer service reporting and internal and external KPI requirements to demonstrate overall performance to the Senior Leadership team. Highlight any risks or concerns, understand the root causes of any issues and set remedial plans with clear milestones and reporting for how these issues will be resolved.
• Ensure a seamless onboarding process through collaborative working relationships with the sales teams to obtain all required information in a timely and accurate manner to prevent delays to quality or timeliness of the first bill.
• Ongoing management of resource requirements to ensure the customer service function develops and scales efficiently and effectively in line with customer growth and system development.
THE IDEAL CANDIDATE:
What you’ll bring to the team:
• A passion for B2B customer service across all areas of the Customer Service operational areas.
• Strong people management experience of leading teams at all levels to be able to live and breathe the company’s people culture.
• A visible leader who is available for employees at all levels and positively embraces the company values working within a culture of psychological safety.
• A detailed knowledge of the B2B energy sector to be able to competently understand and communicate with all internal and external stakeholders.
• Significant years of industry experience completed to be able to effectively influence and work with the key industry regulators on operational matters.
• Experience of effective customer service relationship management with I&C’s and their TPI’s.
• The ability to identify where operational improvements are required and take ownership for delivering process optimisation.
• A real team working ambassador, with the ability to work across functions with a positive attitude to collectively achieve the organisational goals and objectives.
• The drive and desire to continue to make Bryt Energy the best UK energy supplier for our customers and the people who work within it.
Education and Training:
• Previous B2B I&C customer service experience operating at a senior level is essential.
• Preferably qualified to degree or equivalent level.
• Previous management experience of working at a senior management level, ideally with externally recognised management qualifications.
• Awareness of core HR legislation and practical experience of working within these HR areas whilst managing a team.
Abilities and Skills:
• Detailed knowledge of the end-to-end B2B customer journey from onboarding to billing.
• Be a confident and clear communicator to internal stakeholders at all levels to achieve desired results with strong teamwork being maintained.
• Strong interpersonal skills to work cross functionally with all levels within the business to achieve a common goal.
• Be able to proactively represent the company in all external customer facing meetings in a competent and professional manner.
• Confidence in problem solving and being able to clearly articulate the issue and identify and drive forward solutions.
• Experience of managing and positively leading through periods of change.
• Flexible hands-on and structured approach, and with high personal integrity.
• Knowledge of how to improve customer experience whilst reducing cost to serve.
• Target setting, team management and development.
• Experience of relationship management with Strategic Account customers and associated TPI’s.
• Experience of working in the UK electricity supply industry.
• Strong Microsoft skills in PowerPoint, Excel and Word to produce presentations, documents and reports as required.
THINK YOU’VE GOT WHAT IT TAKES?
Contact us at careers@brytenergy.co.uk.
THE ROLE:
Bryt Energy is one of the fastest growing I&C suppliers in the industry, which is largely due to our passionate and forward-thinking sales team.
WHAT YOU’LL BE DOING:
In this role you will be supporting a Strategic Account Manager on their portfolio of Accounts and jointly responsible for a proportion of the net margin growth, through third party Intermediates (TPIs) and direct. As part of the Strategic Account Executives Team, you will help manage the sales process of new business and renewals as well as overseeing the sales administration process for our largest Industrial and Commercial customers and grouped customer portfolios.
You will be expected to help us achieve our ambitious growth plans by enhancing the relationship with existing TPIs. This role is an external and internal facing role, attending events and customer/prospect/TPI meetings, but also collaborating with internal stakeholders. This means supporting any contract-related queries for existing customers and working closely with our Strategic Customer Service team in delivering an outstanding customer experience.
YOU’LL BE RESPONSIBLE FOR:
• Where necessary obtain better quality data or information to understand and mitigate risks to the business. Cooperate with internal stakeholders regarding our capability for bespoke tender requirements. Working with the TPI and Credit to find a suitable credit resolution.
• Ensure the TPI has all the required information to accurately represent our offer and if required, pitch our proposition directly to the consumer. Obtain all customer information required to ensure the customer is onboarded successfully.
• Capture price and contract feature feedback for each tender, feeding this and any trends into your line manager.
• Support on the end-to-end tender response process for the Strategic Account Manager. Help them manage the internal deadlines and ensure the CRM system is kept updated. Where needed support the Sales Support team on the key quoting tasks, such as tender logging, contract creation and Lock Ins.
• Support on collecting and collating HH data with Commercial to understand and mitigate risks to the business. Cooperate with internal stakeholders regarding our capacity and timescales. Supporting the Strategic Account Manager and Credit to find a suitable credit resolution.
• Ensure Contract documents are validated and verified against tender requirements and delivered to the Strategic Account Manager within required timescales, so the Strategic Account Manager has all the required information to accurately represent our offer and pitch our proposition. Support the Strategic Account Manager on gathering and uploading all customer information required, to ensure the customer is onboarded successfully.
• Support the Strategic Account Manager on updating Sales CRM with meeting, task, price, and contract feature feedback for each tender.
• Working closely with TPIs/customers and internal Stakeholders to understand the customer’s energy usage forecasts and assisting the Strategic Account Managers with the reforecast process.
• Be part of regular review meetings with Key Customers, working with the Strategic Customer Service team to ensure a combined approach in delivering our objectives.
• Send the trade confirmation and position report communication to the TPI/customer. Manage any problems internally with the relevant SK/Commercial stakeholders, keeping Manager and Strategic Account Manager updated on any delays or issues.
• Have knowledge of the organisation structure of the TPI and contact responsibilities, building relationships with all relevant levels within the TPI.
• Attend industry events to gain market insight and network with TPIs, customers and prospects.
• Responsibility for keeping CRM data accurate and up to date, using reports when needed to show performance against KPIs and targets.
• Work closely with the Strategic Customer Service team to deliver a combined approach for an outstanding overall customer experience.
• Liaise daily with the quoting workstream to ensure tender responses are accurate and in line with our KPIs.
• Continuous learning with Marketing on sales messaging and sustainability.
THE IDEAL CANDIDATE:
What you’ll bring to the team:
• Ambition and keenness to progress, specifically in the energy industry and within the sales arena.
• A positive team working attitude – An eye for detail and experience and knowledge of handling data sets with accuracy.
• A confident and clear communicator both internally within the company and with external customer and other stakeholders.
• Demonstrated ability to meet deadlines, handle and prioritise simultaneous requests, and manage effectively.
• A creative and analytical thinker with strong problem-solving skills. – A demonstrated ability to understand and articulate complex requirements.
• Be able to represent the company in all external customer facing meetings in a competent and professional manner.
• Flexible hands-on and structured approach, and with high personal integrity.
Education and Training:
• Ideally educated to degree level or equivalent but is by no means essential.
• Experience working within the energy industry (specifically I&C) also preferred but not essential.
• Familiarity with the Salesforce system helpful.
Abilities and Skills:
• Previous experience in Sales (or experience in roles where similar skills/approaches are needed) essential.
• Strong Excel, Word, Outlook, and other Microsoft Office applications skills.
• Must demonstrate exceptional verbal and written communication skills, and ability to communicate effectively at all levels of the organisation.
• Excellent organization and prioritisation skills.
THINK YOU’VE GOT WHAT IT TAKES?
Contact us at careers@brytenergy.co.uk.
THE ROLE:
We’re looking to appoint a Strategic Account Manager in Optimisation & Flexibility to join our Optimisation Team, as we head into the next phase of growth for the business.
As we consider the very real need to transition to a low carbon energy system, the foundations to accelerate adoption of demand flexibility certainly exist. However, to truly make a difference, flexibility needs to be accessible to businesses of all sizes and types. It must be simple to understand, place no additional time or resource strain on the business, and create no operational disruption. It should also be able to provide all the commercial, environmental, and reputational benefits that come with making a commitment to net zero.
As a result, Bryt Energy are developing a range of optimisation solutions to help businesses use electricity more intelligently and sustainably, and to support the energy system in achieving net zero. Combining our expertise in renewables and market access with industry leading technology providers, our solutions seamlessly integrate with customer assets and buildings to optimise their electricity usage and unlock the value from their operations. This approach helps to secure an efficient, affordable, and reliable renewable future for us all.
In line with our growth aspirations in this dynamic and rapidly emerging sector, Bryt Energy is seeking to recruit an experienced Optimisation and Flexibility Strategic Account Manager to join our expanding Optimisation Workstream.
KEY RESPONSIBILITIES:
- Develop & maintain relationships at all levels across our strategic partner network.
- Work closely with Bryt Energy’s external partners & TPIs to ensure they are continually up to date with our service & product offerings.
- Work closely with both internal & external partners to ensure all commercial/Sales opportunities are managed in a smooth, timely & efficient manner establishing customer requirements and understanding key factors for decision makers.
- Support our established TPI Account Management team with tender submissions & opportunity management where there is known potential of a Flexibility opportunity.
- Regular visits to Partners & TPIs for detailed account reviews & check in’s.
- Working in collaboration with key internal departments to ensure smooth & reliable delivery of our Optimisation offering to our partners & customers.
- Participation in the design & implementation of ongoing process improvements & efficiencies relating to the Optimisation business stream.
- Work in partnership with Bryt Energy’s Commercial & Pricing team to enhance & evolve pricing models and customer propositions for Flexible demand based on market feedback.
- Work in partnership with Bryt Energy’s Marketing team to enhance & develop relevant marketing literature & strategies across our target markets & partners.
- Prepare & present Partner & TPI performance updates capturing current deal opportunity progression & future pipelines.
- Participation in the development of new products & offerings in what is a rapidly evolving marketplace ensuring compliance and legal requirements are met.
- Attend industry events to gain market insight & network with partners, developers, TPIs & Customer prospects.
THE IDEAL CANDIDATE:
- Knowledge of energy markets and revenue streams available via flexible demand.
- Technical knowledge of assets and operations able to provide demand flexibility.
- Knowledge of the range of customer products & services offered by suppliers, aggregators and TPIs in this area.
- A proven ability to build and maintain effective relationships at all levels of an organisation.
- Confidence in problem solving and collaborating with different teams and organisations.
- Commercial awareness and understanding to develop business opportunities.
- Experience of leading pitches / presentations to a high standard.
- Experience using CRM to track deals.
THINK YOU’VE GOT WHAT IT TAKES?
Contact us at careers@brytenergy.co.uk.