Operations Executive

Operations Executive

• Permanent role based in Newbury
• Monday — Friday 8.30am to 5pm

A fantastic opportunity to work for a successful and rapidly growing energy broker.  They are looking for a key team member to help to strengthen their offering to partners and customers.

Are you smart, articulate, hardworking and ambitious? Have you got experience of working within the Energy sector? This company is looking for someone with a good work ethic, shows initiative and reliability, as well as experience in the energy sector.

Job Overview:

The Operations Executive is responsible for ensuring customer contracts are procured successfully with the partnered suppliers as well as ensuring the customer journey is as smooth as possible from onboarding to live and in life.

The operations team will work closely with the sales team, customer success team, suppliers, as well as various other agents within the industry, post-sale to ensure customers achieve the desired outcomes from our service, resolve any issues and answer any queries that partners or customers may have.

The ideal candidate will have strong communication skills, an outstanding work ethic, strong attention to detail with a logical mindset focused on problem solving and problem prevention where possible.

Key Responsibilities:

1.             Contract submission:

Using various supplier CRM portals, process and monitor customer contracts.

Liaise with suppliers, as well as internal teams to ensure contract success.

Understand customer needs and ensure our service and products provide maximum value and satisfaction.

2.             Onboarding & Training:

Ensure a smooth customer onboarding journey by successfully contracting, processing and ensuring suppliers take over in time.

Support customer and suppliers with objection resolution.

Ensure proper adoption of the company’s portals by providing training or support.

3.             Account Management & Retention:

Understand the customer health score and proactively work to both maintain and increase it.

Resolving various operational tickets raised through internal CRM with suppliers/customers and various agents within the industry.

Work as the glue to bring all internal teams together for delivery to the customer and partner.

Collaborate with internal teams to resolve any issues in a timely manner.

4.             Growth & Expansion:

Support in both the growth of existing customers and the win back of any that we have lost.

Understand any reasons for churn and feedback any findings to management.

Support the target of 100% net client retention.

Help customers achieve measurable outcomes, driving loyalty and account expansion.

5. Data-Driven Insights:

Analyse customer health metrics (e.g. portal usage, engagement, service requests, renewal rates) to make data-driven decisions.

Develop reports and dashboards to track customer success and identify trends or issues.

Bill validation and usage reporting.

6. Problem-Solving:

Resolve any customer complaints or concerns in a timely and effective manner.

Resolve various queries that arise — billing, metering, portal, usage, contract, contact, industry etc.

Provide effective feedback and regular updates to customer and customer success team via various communication lines.

Qualifications & Skills:

2-5 years of experience in an operational role preferably within the energy sector, but not essential.

Strong communication and interpersonal skills.

Ability to manage multiple accounts simultaneously with attention to detail.

Excellent problem-solving and conflict resolution abilities.

Data-driven mindset, comfortable with analytics and reporting tools.

Previous experience with Salesforce and HubSpot

Ability to work cross-functionally and collaborate with different departments.

Familiarity with renewable energy options and sustainability initiatives.

Education:

Desirable – Bachelor’s degree in business, marketing, communications, or a related field.

Key Performance Indicators (KPls):

Net Promoter Score (NPS).

Query resolution success rate

Contract submission success rate

Contract Live success rate

Compensation:

o         Competitive salary based on experience.

o         Performance-based bonuses and commissions.

o         23 days holiday (3 gifted days to be used between Christmas & New Year).

A smart/casual dress code

Regular staff / social outings

Does this role sound interesting to you? Please email us your CV or call us to discuss on 01635 43100