CRM Executive

Birch House, Oldbury
Up to £26,500 plus benefits
24 Oct 2016
30 Nov 2016
Contract Type
Full Time
This is a full time role to be based in our Oldbury office with travel to other offices and customer meetings when required.

Role description

By building relationships with our key customers, you will play a part in implementing and delivering the goals and objectives of the organisation, in relation to the customer service and relationship management strategy. You will be responsible for the delivery of end to end customer service against a portfolio of customers supporting annual business and operating plans, including the required changes to underpin successful delivery. In this role you will be responsible for the development, implementation and maintenance of strategic and tactical relationships with external parties, to enable robust contractual delivery for key corporate commercial organisations, including FTSE 100 companies.

You will establish strong and deep relationships at the appropriate level of each organisation, and youre your judgment to lever as required in accordance with the priorities of the business. You will be the Voice of the Customer into npower Business Solutions using your specialist knowledge to identify any opportunities or risks to the business.

The CRM Executive will be confident to work within assigned levels of authority to negotiate settlements around debt related to outstanding queries and issues, to support the spending of OPEX to maximise the Valuable Pound. You will be responsible for negotiating with customers ensuring at all times the customers expectations are in line with the contractual Cost to Serve. You will engage internal and external stakeholders as required, often at a senior level, to provide expertise and influence to ensure robust contractual service levels are maintained, enabling improved opportunity for the provision of additional products and propositions in conjunction with Energy Services, Marketing and Sales and assurance for renewal / retention.

We are looking for someone with the following skills and experience:

The ability to make decisions, use initiative and originate actions with little or no supervision

Distil complex issues and negotiate with stakeholders including customer to enable cash collection.

Advise and support departmental manager in resource planning against workloads and objectives.

Quickly understand complex data issues along the customer journey to solve problems and prevent late payment and the creation of bad debt.

Support projects which require cross functional and external liaison to meet business needs and objectives.

Interpretation of customer data, contractual obligations and requirements.

The ability to chair meetings with customers and key stakeholders.

Highlight gaps in processes using change management to improve customer service and reduce cost to serve.

Understand the impact of change on the business, customer services and operations and the customer.

Articulate complex matters in a pro-active manner communicating to line manager the impacts to the customer and co-ordination of internal and external responses.

Customer-driven approach with a recognised background in the delivery of customer service

As well as a competitive salary and impressive benefits package youll also get the opportunity to really shape the future of our business. Along the way well give you all the support you need to develop your skill set and achieve your long term ambitions.

Up to £26,500 per annum plus benefits.

Company overview

npower is one of the UKs biggest energy suppliers with the backing of one of Europes largest energy companies, the RWE group. We supply gas and electricity to millions of homes up and down the country, So when you switch on the light, take a shower, or simply have a cuppa, youll know you can rely on us. Were also here for you when your boiler needs servicing or repairing. We offer competitive tariffs that save you money and well tell you when you can save even more. Its all part of how we stand up for customers every day at npower. We stand up for the community too. Were proud to have been a partner of Macmillan for 12 years raising over £3.5m. Were also one of only a handful of UK companies to have been awarded the Carbon Trust Triple Award for sustainable management of energy, waste and water.

Please apply online by selecting the 'Apply' button and uploading your CV directly. Applications will only be accepted via the Apply button.

Agencies: RWE operate a preferred supplier arrangement, however if you wish to be considered at the next review session please submit a brief overview of your capability to