Consultant

Industry & Commercial client relationship management

Consultant

You will be responsible for managing and maintaining client relationships and delivering a healthy customer experience for around 25+ Industry & Commercial clients. Targeted to support business growth through the retention of the client base and delivering opportunities for growth.

Tasks

  • Manage a portfolio of clients and maintain strong client relationships
  • Hold consultative discussions to identify what is important to each client
  • Take the strategic lead with client’s utility requirements, providing consultancy guidance so that clients can seek and take advantage of the best opportunities available to them within the utilities arena and protect them from risks the market may present.
  • Review and deliver up-selling opportunities within the designated portfolio
  • Lead/coordinate/plan the strategic direction/advice for clients (working with cross departmental service delivery teams where applicable.)
  • Oversee the whole “client experience” (ensuring appropriate delivery of all services sold) in line with the customer charter
  • Deliver risk management and market intel advice
  • Deliver client updates/reports such as, fortnightly market updates, industry updates and adhoc reporting ensuring clients understand the communication and any impact on them
  • Contract and strategy recommendation delivery and sign off
  • Ensure all client utility supply contracts are secured in a timely manner
  • Assist in the delivery of customer quality measures such as checking of offers for all utilities within team
  • Independently manage queries associated to designated portfolio
  • Ensure strategic internal reports are updated
  • Maintain and update business systems so they are up to date at all times
  • Provide assistance in tasks related to clients within the wider team portfolio when required
  • Regularly review client portfolios for any optimisation opportunities
  • Assist clients with any Change of Tenancies and review client portfolio at a minimum quarterly
  • Work closely with the client delivery team to ensure operational requirements and standards are met
  • Ensure clients having an understanding of all services available to them

Measurable KPI’s

  • Query Management – initial response to acknowledge query in writing, within 24 hours. (this is an email to confirm we have received the query and an update outlining initial review of issues and actions that need to be taken
  • To hold review meetings for clients at the appropriate frequency in line with the managed account plans
  • To present annual account review presentations to clients in line with the managed account plans
  • To ensure a valid SLA is in place for all clients where applicable, to include fee’s for all services undertaken
  • Ensure client SLA’s are met
  • Ensure all client utility contract tenders are booked in for pricing 3 months in advance of the renewal date.
  • Obtain customer testimonials
  • To ensure all clients have a risk management strategy in place, where applicable. This can either a formal Risk Policy via our Risk Management Team, or a managed approach using agreed risk limits within the reporting. Strategy to be review annually as a minimum
  • To ensure all actions signalled by the strategy are notified to clients within the agreed time frame on the day they occur, and for trades to be advised to the Risk Management Team for action within-day

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