Customer Experience Account Manager



Customer Service, Sales & Business Development
Milton Keynes, UK
Posted on Monday, July 1, 2024
Job Description

Where you fit in

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 are here to guide businesses to a better energy future. One that has the customer and a commitment to cleaner energy at the heart and makes it easy and affordable to embrace new technology.

We offer businesses across Britain 100% renewable electricity as standard. Our cleaner, affordable and simple solutions help companies manage their energy spend and plan their sustainability roadmap - a fresh approach for environmentally conscious businesses that are looking to boost their sustainability credentials. We also offer natural gas to our customers with the option of supplying green gas on request.

What’s the role?

We are recruiting for a Customer Experience Account Manager who is focused on delivering “best in class” service to our business customers. We are on a journey to transform customer experience through building and developing strong relationships, providing a personalised service based on the needs of our customers.

Reporting into the Customer Experience Manager, this role requires strong relationship management skills with the ability to deliver market-leading service across a portfolio of customers.

The successful candidate will be responsible for all aspects of account management, including but not limited to billing (timeliness and accuracy), business moves, query / complaint management, and financial performance.

What we need from you

We are keen to hear from individuals with proven experience in Business to Business Customer Account Management with a strong emphasis on tailoring service to customer’s needs (Utilities experience desirable).

We also hope you possess the following skills and/or experience:

  • Proven experience in Business to Business Customer Account Management with a strong emphasis on tailoring service to customer’s needs (Utilities experience desirable)
  • Strong customer relationship-building skills
  • A pro-active approach to managing a Business to Business customer portfolio
  • Knowledge of UK power and gas systems and markets and Business to Business industry processes
  • Highly developed communication skills, both verbal and written
  • Highly organised with the ability to manage own workload and support other team members when required
  • Positive attitude with a willingness and desire to achieve and exceed targets
  • Well-developed MS Office skills (Word, Excel, PowerPoint and Outlook)

If you don't see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that not everyone often applies when they don’t feel 100% qualified. We are committed to creating a more equitable, inclusive, and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply. We look forward to receiving your application.


Shell started operations in the United Kingdom more than 110 years ago. Since then, we have grown into a leading innovative Oil & Energy company that rewards its employees by investing heavily in their careers and learning. Our people are our greatest asset, and our commitment to your career will see you thrive in a work environment that offers an industry-leading development programme. When your ideas travel, Shell will benefit, and innovation will thrive. Shell has a key role to play in helping meet the UK’s growing energy demand, whilst using innovative technologies to develop cleaner energy. We are the largest FTSE 100 company in the UK by market capitalisation and make a significant contribution to the UK economy. As well as processing 35% of the gas coming into the UK, we serve more than four million customers at our filling stations each week. Shell employs some 6,400 skilled staff as well as many contractors.

An innovative place to work

There’s never been a more exciting time to work at Shell.

Join us and you’ll be adding your talent and imagination to a business with the ambition to shape the future – whether by investing in oil, gas and renewable energy to meet demand, exploring new ways to store energy, or developing technology that helps the world to use energy more efficiently, everyone at Shell does their part.

An inclusive place to work

To power progress, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we are nurturing an inclusive environment – one where you can express your ideas, extend your skills, and reach your potential.

  • We’re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we’ll take it from there.
  • We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
  • We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.
  • We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.

A rewarding place to work

Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.

We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.