Customer Relationship Manager

The Role:

Brook Green Supply (BGS) is an independent B2B energy supplier providing tailored energy supply and Net-Zero solutions to industrial and commercial customers.

Based in Hammersmith, London, with hybrid working arrangements of three office days per week, the Customer Relationship Manager will own relationships across a portfolio of key accounts from onboarding through to renewal. You will act as a senior escalation point, anticipate customer needs and coordinate internal and external stakeholders to meet agreed deadlines and service expectations.

You will maintain a clear understanding of account performance, provide accurate, tailored customer reporting and support effective delivery across billing, debt, payments, metering and customer information. You will also help develop team capability through onboarding, coaching and subject matter support.

Essential Functions of the Job:

• Own customer relationships across an allocated key account portfolio, providing consistent service from onboarding to contract renewal.
• Anticipate customer requirements, identify potential issues early and take ownership of queries and escalations through to resolution within agreed service levels.
• Prepare and validate bespoke consolidated customer reports and invoices, ensuring information is complete, accurate and clearly presented.
• Coordinate with internal teams, sharing relevant account insights, risks and updates to support timely decisions and effective delivery.
• Maintain oversight of portfolio records and performance across debt, payments, metering, billing and customer information, escalating discrepancies where appropriate.
• Provide strategic guidance to customers on account matters and work with relevant teams to deliver agreed actions and outcomes.
• Support the onboarding of new colleagues through structured training, ongoing coaching and subject matter guidance.
• Identify recurring customer issues and opportunities to improve account processes, reporting and service quality.

Skills & Experience Required:

• Experience in the energy industry, preferably involving commercial energy supply contracts.
• Experience managing customer accounts and building effective long-term client relationships.
• Experience supporting or coaching colleagues and sharing subject matter knowledge.
• Strong written and verbal communication skills, including handling complex queries and customer escalations.
• Excellent attention to detail, with sound numerical and analytical skills.
• Confident using Microsoft Office, particularly Excel, to review customer information and prepare reports.
• Ability to prioritise competing demands, meet deadlines and manage a portfolio with limited supervision.
• Proactive and commercially aware, with sound judgement and a collaborative approach to resolving issues.

Brook Green Supply is committed to ensuring equal opportunities, fairness of treatment, dignity and respect, and the elimination of all forms of discrimination in the workplace for all employees/contractors and job applicants. We will never ask if you have a disability at any point in the recruitment process. However, if you require any specific accommodations during the interview process, please let us know and we will do our best to support you.