Natasha Brown, Fixed Business - Customer Account Manager

Please tell us a bit about your professional background, what attracted you to working at Gazprom Energy, and how long you’ve been with the business.

I have worked in the energy industry all my working life, coming from another supplier.

I’m now in my 8th year working for Gazprom Energy. I had previous experience in the SME and Domestic markets so the opportunity to work in I&C excited me, as I knew it would be a very different world.

What is your position within the team, and what does your role involve day-to-day?

I currently work in the Customer Account Management team for Mid-Market sales.
As a team we’re responsible for all fixed business customers that have over 50 sites or consume over 10GWh of gas per year.

We provide end to end account management from onboarding to dealing with daily queries from metering, AMR, billing issues, to name a few.

We’re also responsible for negotiating and securing renewal contracts and offering our expertise on current market conditions and industry advice or a customer may need.

What makes Gazprom Energy different to other business energy suppliers?

From our research it’s been highlighted that consumers don’t enjoy dealing with their energy supplier, so we’re determined to provide our customers with an efficient and hassle-free service.

As a company we truly care about our customers and pride ourselves on the service we offer. It’s important to us that we get it right; which has been shown in the outstanding feedback we’ve received year on year.

What do you find enjoyable and satisfying about your role within the business?

The variety, being the point of contact for our TPIs and customers, no day is ever the same. In order to do my job, the best I can, I work closely with several teams from across the business, there’s never a dull day at Gazprom Energy,

What skills has your role enabled you to develop, and how do you put these into practice to benefit our customers?

As a Customer Account Manager, I look after accounts from a variety of different sectors from single site manufacturing businesses to complex multiple site groups - each require a very different approach.

Having worked within my current role for three years I’ve been able to test new approaches and challenge the way I work.

Building relationships and understanding the needs of our partners and customers is key. There’s always an opportunity to learn from each interaction and continue to develop the best solutions for them.