Supplier Service Co-Ordinator

At Gazprom Energy we provide services to a number of suppliers, this requires co-ordination across various teams to ensure they receive excellent Customer Service. The Supplier Services Co-ordinator is responsible for co-ordinating and developing the Independent Supplier Customer Journey across the UK Retail gas and power businesses.

  • Location : Manchester
  • Job Type : Permanent

Role objectives

At Gazprom Energy we provide services to a number of suppliers, this requires co-ordination across various teams to ensure they receive excellent Customer Service.  The Supplier Services Co-ordinator is responsible for co-ordinating and developing the Independent Supplier Customer Journey across the UK Retail gas and power business streams with a focus on:

  • Best in class Service Levels for all Independent Suppliers by managing a virtual operations team.
  • Ensuring the day to day interaction with suppliers is maintained and supported.
  • Improve the customer journey by monitoring and training to increase efficiency.
  • Setting up and maintaining controls and documentation procedures
  • Supporting the Customer Operations Manager and Independent Supplier Sales Manager with relevant data and statistical reports

Duties & Responsibilities

  • On board, set up, maintain and support best in class Service Levels for Independent Suppliers for all activities which interact with the Operations Department. Ensuring that work is performed in a timely manner, there are no back logs and customers are responded to promptly
  • Ensure the efficient flow of this service for Independent Suppliers by way of managing a virtual team.
  • Maintain and develop the Independent Supplier Customer Journey, with the aim to improve the overall Customer Experience and service levels.
  • Monitor Performance of the Operations Tasks for Independent Suppliers via relevant data and producing statistical reports.
  • Provide and co-ordinate training for Independent Suppliers with a focus that increases scalability and efficiencies.
  • Identify system and process improvements, which may include involvement in projects and working groups.
  • Engage and maintain stakeholders both internal and external to ensure the efficient running of the customer journey.
  • Documentation and maintenance of all related business processes
  • To be aware of and comply with all company policies and procedures
  • Support the Customer Operations Manager with any additional tasks required.

Skills & Competencies

  • Stakeholder and People Management
  • Analytical
  • Customer Focused
  • Excellent Organisation skills
  • Good level of Microsoft Office skills
  • Ability to provide innovative and cost effective solutions

Experience

  • Experience in a customer services or relationship management role
  • End to end management of an operational process
  • Experience of producing relevant management information
  • Experience of working in a UK energy company
  • Ability to deliver Training and Development

Education

  • Educated to degree level or equivalent qualification or commensurate work experience in a relevant area.
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