What’s the role

This is a great opportunity to join our Operations Team as Onboarding Lead.

The role will cover both Electricity and Gas B2B supply customers, coordinating and managing the onboarding process for high value customer accounts. The key requirement will be to deliver the first bill to the customer accurately and in a timely manner.

You will take responsibility for liaising closely with the customer and internal stakeholders, to confirm customer portfolio and account requirements. You will then project manage the successful transfer of customer portfolio. It will be necessary to liaise with third parties including other suppliers, as well as directly with the customer to resolve any queries or issues. You will need you strong IT and data analysis skills with the ability to handle and manipulate large volumes of data accurately.

The Team is focused on delivering operational efficiency to underpin the delivery of “best in class” experiences to our business customers and own and lead operational process, data flows efficiency and metering service delivery. You will be the subject matter expert within the Shell Energy operations team to ensure the seamless transfer of high revenue, multi-site Industrial & Commercial portfolios to Shell Energy.

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What you’ll be doing

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Welcome:

• Deliver Customer greeting - the new customer should receive an initial meeting that is customized to them and comes from their onboarding specialist.
• Create client information pack - Confirm initial account set-up to support timely first bill execution and maximise data quality.
• Deliver welcome packs – ensure the experience with Shell is explained simply and clearly.
• Facilitate Product walkthrough – Take the customer through a navigated journey through their consume-bill-pay journey.

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Communication:

• Specify communication channels - Communicating clearly and proactively to customers and their third-party intermediaries, on the transfer of the sites to Shell Energy.

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Onboarding Management:

• Create and share onboarding plan.
• Facilitate client onboarding reviews, through onboarding period.
• Confirm clear timelines from supply start to first bill.
• Deliver Industry Obligations – ensuring the transfer and registration of B2B supplies tom Shell Energy within supplier obligated timescales on this transfer.
• Deliver weekly and monthly reporting to support delivery of onboarding targets.

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Continuous Improvement

• Ensuring the accurate maintenance of information within internal and external systems
• Develop & maintain a good understating of systems & processes and suggest improvements where identified.
• Engage successfully with Industry Third Parties and Customers to successfully onboard to Shell Energy, ensuring this is a positive experience and removes any requirement for rework.

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What you bring

• Experience in onboarding of B2B energy customers preferable.
• Knowledge of the B2B gas and power supply industry, particularly industry data flows that support the transfer of meter points between suppliers.
• Strong attention to detail and problem-solving skills
• Great communicator - strong interpersonal skills
• A team player and be able to build effective working relationship with internal & external colleagues.
• Enthusiastic and self-driven, able to achieve agreed deadlines.
• Flexible – you can adapt as the role, business and industry develops.

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Shell in The United Kingdom

Shell UK remains one of the North Sea’s biggest producers, supplying around 10% of the UK’s total oil and gas needs. But perhaps the most recognisable face of Shell in the UK is our network of over 1,000 Shell-branded service stations.

In the years ahead, as the UK looks to strengthen energy security and deliver its 2050 net-zero goal, Shell UK aims to play a crucial role. We aim to be a major investor in the UK energy system by helping our customers decarbonise with a focus on transport and industry.

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