Customer Relationship Manager Login To Save This Vacancy

About The Role

The Customer Relationship Manager will be reporting to the Head of Customer  responsible for the management of both Water and Energy accounts.  Developing and understanding the required touchpoints for each of the accounts to effectively manage the relationship.

Utilising and communicating with multiple stakeholders both internally and externally that contribute to the successful delivery of the customer contract

You'll be responsible for:

• Managing at least one of our strategic accounts and multiple mid / small Energy and Water accounts.
• Understanding the customer contract performance mechanisms and ownership of these and also the commercial elements of responsibility – pricing updates, volume banding process and frequency.
• Ensuring that any blockers relating to invoicing are removed within a timely manner and does not impact on GWIP.
• Build strong working relationships with our commercial team to fully understand the services, performance measures and commercial pricing of the customer contract.
• Working with stakeholders in Operations, Pricing, Reporting, Finance and Invoicing to ensure the performance levels, pricing and ongoing activities are communicated and fully understood. 
• Ensuring there are clear owners of the ongoing activities of invoicing, pricing & reporting.
• Working with internal stakeholders to identify opportunities to promote our digital, VNA and Data Insight capabilities to improve on customer performance and adding value to each of the accounts.
• The Relationship Manager is the first escalation point for customer service issues and queries  and will engage the correct stakeholders to support the resolution.   
• Maintaining shared database areas for each customer with key decisions /key dates / service changes / volume banding changes / additional project work / customer correspondence
• Work with Reporting function to ensure customers receive timely and accurate information that meetcontractual obligations and customer expectations

Key Performance Indicators

• Service delivery in line with contractual  obligations
• Appropriate pricing adjustments applied to maximise value of contracts.
• Volume banding changes are scheduled on time.
• Scorecard pricing is reflective of any changes.  
• Growth of existing contracts through the  term – new scope or new services
• Contract governance (e.g. reporting  and meetings) in line with obligations
• Invoices and supporting documentation  submitted within 3 days of target date, and cash  collected in line with contractual  obligations. 

Skills and Qualifications

• Exceptional written and verbal communication skills
•  Strong numerical and analytical skills
• Demonstrated negotiation and problem-solving skills
• Robust skills in Microsoft Office software, including Word, Excel and PowerPoint
• Has the ability to work as part of a wider team.
•  Has the ability to translate business and customer requirements into delivery. 
• Has strong time management and the ability to plan and manage effectively through to delivery. 

Competencies and Knowledge 

• Experience in delivering quantifiable results in operational and or customer-facing roles (e.g. contract delivery, administration and/or management)
• Able to demonstrate a high degree of resilience and perseverance.
• An effective leader that can represent the customer and our business in a balanced and pro-active manner to deliver maximum results.
• Has a strong attention to detail and is comfortable in challenging others to ensure accuracy.  

Desirable

• Knowledge of the utilities retail sector

What we offer

• 25 days holiday + 8 days bank holiday 
•  Access to employee assistance programmes 
• Online GP Service, 24 hours a day, 365 days a year 
• Discounts with national retailers 
• Eye care vouchers 
• Mobile Phone Discounts 
• Company Pension Scheme

At Morrison Data Services we recognise and value the benefits from our workforce diversity. We are committed to creating a diverse and inclusive environment to develop a culture where our people feel included and valued. 

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About The Company

Morrison Data Services is proud to be the UK’s leading metering services business - and we’re still growing, with some exciting times ahead! As an award-winning business, we pride ourselves on our diligence, customer service and expertise. We’re constantly evolving our services, introducing innovative solutions, and using our core capabilities to be at the forefront of the changing needs of the market and our clients.    

Morrison Data Services is part of M Group Services, a trusted employer of over 11,000 skilled specialists, delivering a range of essential infrastructure services within the water, energy, transport, and telecommunications sectors in the UK & Ireland.    

M Group Services operates in an exciting industry that regularly presents opportunities for growth. In our commitment to the environment and society through our Environmental, Social, Governance (ESG) work, we are recognised as ‘Industry Top Rated’, and as a forces-friendly employer, we hold the Armed Forces Gold Covenant.    

We work hard to build and maintain an inclusive environment where our people feel included and valued.