Oman Shell
Woolstone, Buckinghamshire
Customer Experience Manager page is loaded Customer Experience Managerlocations: Milton Keynestime type: Full timeposted on: Posted Todayjob requisition id: R192672, United Kingdom Job Family Group: Commercial and Retail Worker Type: Regular Posting Start Date: December 11, 2025 Business Unit: Downstream and Renewables Experience Level: Experienced Professionals Job Description: At Shell Energy, we believe there's a better way to power your business.Aligned with Shell's ambition to be a significant global power business and to become net zero by 2050, we are here to guide businesses to a better energy future. One that has the customer and a commitment to cleaner energy at the heart and makes it easy and affordable to embrace new technology. We offer businesses across Britain 100% renewable electricity and gas. Our cleaner, affordable and simple solutions help companies manage their energy spend and plan their sustainability roadmap - a fresh approach for environmentally conscious businesses that are looking to boost their sustainability credentials. What's the role We're ambitious with a pace to match, and as part of one of the world's largest companies, the opportunity and ability to push forward is greater than ever before.We foster a culture of continuous improvement. Accountability matters, which means enabling transformation through autonomy to influence and see progress through.Every day we work to provide an environment where all employees feel valued and included and are able to nurture their talent as individuals and as part of a collaborative team.A diverse and inclusive workplace, embedded in our principles of honesty, integrity and respect, brings together remarkable people and enables them to be themselves. At Shell Energy, you'll be able to apply and develop your skills and knowledge as part of a collaborative team that's helping to innovate. What you'll be doing This is a great opportunity to join Customer Operations to lead our Account Management team responsible for customer relationship management, customer service, billing and complaints for our Mid-Market customer portfolio.Reporting into the Senior Customer Operations Manager, the role requires team management and development skills alongside a strong focus on delivering outstanding outcomes for our customers.The role supports our business' aim to: Deliver great customer outcomes by providing personalised service to customers and brokers Drive cost competitiveness through operational excellence and continual improvement in operations processesYou will get the opportunity to lead a diverse team and drive performance to deliver high levels of customer satisfaction. You will also support multi-disciplinary pan European projects to enhance our digital capabilities within operations. Leadership Lead the Account Management team, circa 6 FTE in SEUK Operations covering account management, customer service, billing and complaints for industrial, commercial, small and microbusiness customers Co-ordinate and allocate work across the team to ensure performance within SLA and KPI targets Deliver a great employee experience to the team, with a focus on regular coaching, performance reviews and tailored personal development plans in addition to managing induction, training, under performance and absenteeism Contribute to the development of the operations strategic plan and lead the development of the functional plan for account management Provide leadership and expert knowledge on all aspects of B2B energy operations, including a strong knowledge of Junifer Provide accurate and timely reports and insight to the Operations Senior Management Team Customer Centricity Lead the development of a customer centric culture in operations, supporting SEUK to develop and maintain strong relationships with customers and brokers alike Drive improvement in customer satisfaction scores, identifying and rectifying issues to enhance the customer experience Develop SEUK's approach to capture and respond to customer feedback, working with Shell European and Global colleagues Manage customer escalations and/or complaints to resolve customer issues commercially, compliantly and fairly Steer the transition of customer contact to the self-service portal and support ongoing development and enhancement of the portal to meet customer and broker needs Operational Excellence Monitor performance against a balanced scorecard (e.g. customer contact, billing timeliness, operational efficiency, complaints) and supporting SLA's, taking intervening action where required to re-allocate resources to ensure performance targets are met Enhance customer journeys, working with the relevant internal teams to design process change as well as digital teams to support implementation of changes Drive down operating costs through strong commercial management in addition to scoping and driving process and systems improvement projects across Customer Operations and Collections Collaborate with Operations and Sales teams to align on customer onboarding, service delivery and billing processes Work closely with the Cash and Collections team to minimise bad and overdue debt by providing key customer information to collections and supporting with the resolution of any issues affecting payment Monitor operational compliance, working with regulations to deliver key compliance programmes and audits What you bring Team leadership experience in a B2B Energy Supplier Passionate and highly experienced coach with a proven track record of maximising capability and performance Demonstrable experience delivering and improving customer satisfaction in B2B Strong Junifer knowledge Knowledge of UK power and gas systems and markets and B2B industry processes A commercially focused individual with an understanding of profit-drivers and the linkages to process improvement / operational and service excellenceAfter you submit your application, you will receive an email from Shell providing a link to an online assessment (HireVue) that is a mandatory part of the process and has a validity period - please check your spam/junk mailbox if you do not see the email. Once completed, your application will be reviewed to determine next steps. Thank you for your interest in Shell. What we offer You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You'll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You'll be able to balance your priorities as you become the best version of yourself. Progress as a person as we work on the energy transition together. Continuously grow the transferable skills you need to get ahead. Work at the forefront of technology, trends, and practices. Collaborate with experienced colleagues with unique expertise. Achieve your balance in a values-led culture that encourages you to be the best version of yourself. Benefit from flexible working hours, and the possibility of remote/mobile working. Perform at your best with a competitive starting salary and annual performancerelated salary increase - our pay and benefits packages are considered to be among the best in the world. Take advantage of paid parental leave, including for non-birthing parents. Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply. Grow as you progress through diverse career opportunities in national and international teams. Gain access to a wide range of training and development programmes.We
Customer Experience Manager page is loaded Customer Experience Managerlocations: Milton Keynestime type: Full timeposted on: Posted Todayjob requisition id: R192672, United Kingdom Job Family Group: Commercial and Retail Worker Type: Regular Posting Start Date: December 11, 2025 Business Unit: Downstream and Renewables Experience Level: Experienced Professionals Job Description: At Shell Energy, we believe there's a better way to power your business.Aligned with Shell's ambition to be a significant global power business and to become net zero by 2050, we are here to guide businesses to a better energy future. One that has the customer and a commitment to cleaner energy at the heart and makes it easy and affordable to embrace new technology. We offer businesses across Britain 100% renewable electricity and gas. Our cleaner, affordable and simple solutions help companies manage their energy spend and plan their sustainability roadmap - a fresh approach for environmentally conscious businesses that are looking to boost their sustainability credentials. What's the role We're ambitious with a pace to match, and as part of one of the world's largest companies, the opportunity and ability to push forward is greater than ever before.We foster a culture of continuous improvement. Accountability matters, which means enabling transformation through autonomy to influence and see progress through.Every day we work to provide an environment where all employees feel valued and included and are able to nurture their talent as individuals and as part of a collaborative team.A diverse and inclusive workplace, embedded in our principles of honesty, integrity and respect, brings together remarkable people and enables them to be themselves. At Shell Energy, you'll be able to apply and develop your skills and knowledge as part of a collaborative team that's helping to innovate. What you'll be doing This is a great opportunity to join Customer Operations to lead our Account Management team responsible for customer relationship management, customer service, billing and complaints for our Mid-Market customer portfolio.Reporting into the Senior Customer Operations Manager, the role requires team management and development skills alongside a strong focus on delivering outstanding outcomes for our customers.The role supports our business' aim to: Deliver great customer outcomes by providing personalised service to customers and brokers Drive cost competitiveness through operational excellence and continual improvement in operations processesYou will get the opportunity to lead a diverse team and drive performance to deliver high levels of customer satisfaction. You will also support multi-disciplinary pan European projects to enhance our digital capabilities within operations. Leadership Lead the Account Management team, circa 6 FTE in SEUK Operations covering account management, customer service, billing and complaints for industrial, commercial, small and microbusiness customers Co-ordinate and allocate work across the team to ensure performance within SLA and KPI targets Deliver a great employee experience to the team, with a focus on regular coaching, performance reviews and tailored personal development plans in addition to managing induction, training, under performance and absenteeism Contribute to the development of the operations strategic plan and lead the development of the functional plan for account management Provide leadership and expert knowledge on all aspects of B2B energy operations, including a strong knowledge of Junifer Provide accurate and timely reports and insight to the Operations Senior Management Team Customer Centricity Lead the development of a customer centric culture in operations, supporting SEUK to develop and maintain strong relationships with customers and brokers alike Drive improvement in customer satisfaction scores, identifying and rectifying issues to enhance the customer experience Develop SEUK's approach to capture and respond to customer feedback, working with Shell European and Global colleagues Manage customer escalations and/or complaints to resolve customer issues commercially, compliantly and fairly Steer the transition of customer contact to the self-service portal and support ongoing development and enhancement of the portal to meet customer and broker needs Operational Excellence Monitor performance against a balanced scorecard (e.g. customer contact, billing timeliness, operational efficiency, complaints) and supporting SLA's, taking intervening action where required to re-allocate resources to ensure performance targets are met Enhance customer journeys, working with the relevant internal teams to design process change as well as digital teams to support implementation of changes Drive down operating costs through strong commercial management in addition to scoping and driving process and systems improvement projects across Customer Operations and Collections Collaborate with Operations and Sales teams to align on customer onboarding, service delivery and billing processes Work closely with the Cash and Collections team to minimise bad and overdue debt by providing key customer information to collections and supporting with the resolution of any issues affecting payment Monitor operational compliance, working with regulations to deliver key compliance programmes and audits What you bring Team leadership experience in a B2B Energy Supplier Passionate and highly experienced coach with a proven track record of maximising capability and performance Demonstrable experience delivering and improving customer satisfaction in B2B Strong Junifer knowledge Knowledge of UK power and gas systems and markets and B2B industry processes A commercially focused individual with an understanding of profit-drivers and the linkages to process improvement / operational and service excellenceAfter you submit your application, you will receive an email from Shell providing a link to an online assessment (HireVue) that is a mandatory part of the process and has a validity period - please check your spam/junk mailbox if you do not see the email. Once completed, your application will be reviewed to determine next steps. Thank you for your interest in Shell. What we offer You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You'll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You'll be able to balance your priorities as you become the best version of yourself. Progress as a person as we work on the energy transition together. Continuously grow the transferable skills you need to get ahead. Work at the forefront of technology, trends, and practices. Collaborate with experienced colleagues with unique expertise. Achieve your balance in a values-led culture that encourages you to be the best version of yourself. Benefit from flexible working hours, and the possibility of remote/mobile working. Perform at your best with a competitive starting salary and annual performancerelated salary increase - our pay and benefits packages are considered to be among the best in the world. Take advantage of paid parental leave, including for non-birthing parents. Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply. Grow as you progress through diverse career opportunities in national and international teams. Gain access to a wide range of training and development programmes.We
ABM
Hounslow, London
LOCATION: LondonFire Brigade SHIFT PATTERN: Monday to Friday HOURS: 40 hours per week SALARY: Competitive ROLE OVERVIEW AND PURPOSE You will be utilising your core skills as a Gas Combustion engineer, reactive fault diagnostics and installations associated to this company's core activities. Primary Gas Engineer on our mobile contract delivering Planned maintenance and Reactive tasks. Types of PPM we cover on the contract-Gas boilers, Gas Water heaters, Gas pipework testing, Gas Air heaters and Gas Radiant tube heaters. The engineer will be able to manage unsafe situations via warning notices and be able to communicate with the client on behalf of the company. This role requires someone who can manage workloads, meet deadlines and arrange quotations of remedial jobs over £500. Engineer is expected to be competent in general engineer works with a multi-skilled role or a biased towards mechanical, electrical trades. Full commissioning and servicing of all HVAC Equipment. Co-operation with contracts staff were necessary to achieve our employer's acceptance in line with agreed contract terms. Produce all documentation as dictated by workload, i.e. Technical reports and reject reports for failures of components or plant. Responsible for own Health & Safety on site and follow Method Statements and Risk Assessments as standard on all sites, highlighting specific requirements as required. KEY RESPONSIBILITIES Maintenance and reactive repair to gas equipment to current regulations, standards and manufacturer's instructions. Mechanical and electrical general competence. Quoted work repairs and light installation work on gas equipment across our network of sites. Completing a weekly time sheet correctly and submitting it to your line manager. Submitting Expenses weekly with all supporting receipts. Completing all necessary paperwork for the customer whilst on site and obtaining a customer's signature to enable the job attended to be invoiced without any delays. Completing engineer's worksheet in full, giving full details of plant that requires additional work. Identifying lifecycle replacement requirements. ESSENTIAL SKILLS & EXPERIENCE Commercial and Domestic gas qualified in gas boilers, water heaters, tube heaters, gas air heaters, pipework, tightness testing and purging. Emergency lighting fundamentals unit 1. Any additional trade qualifications (plumbing & Mechanical). IPAF, PASMA. Understand SFG20 and delivering of works to a timescale. Preferred to have NVQ in Mechanical and/or electrical to backup gas qualifications. DESIRABLE BUT NOT ESSENTIAL Extra qualifications to enable further self-delivery of our contract. L8 qualified. We're proud to offer a great range of benefits including: 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home. Mental Health support and Life Event Counseling. Get Fit Programme. Financial and legal support. Cycle to work scheme. Access Perks at Work, our innovative employee app where you can find: Perks: discounts, gift cards, cashback, and exclusive offers. Life: Search for resources and tools on topics ranging from family and life to health, money and work. Support: Online chat or telephone service for urgent support in a crisis. For more information about ABM's benefits, visit our About ABM: ABM (NYSE: ABM) is one of the world's largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience. ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together. For more information, visit. ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.
LOCATION: LondonFire Brigade SHIFT PATTERN: Monday to Friday HOURS: 40 hours per week SALARY: Competitive ROLE OVERVIEW AND PURPOSE You will be utilising your core skills as a Gas Combustion engineer, reactive fault diagnostics and installations associated to this company's core activities. Primary Gas Engineer on our mobile contract delivering Planned maintenance and Reactive tasks. Types of PPM we cover on the contract-Gas boilers, Gas Water heaters, Gas pipework testing, Gas Air heaters and Gas Radiant tube heaters. The engineer will be able to manage unsafe situations via warning notices and be able to communicate with the client on behalf of the company. This role requires someone who can manage workloads, meet deadlines and arrange quotations of remedial jobs over £500. Engineer is expected to be competent in general engineer works with a multi-skilled role or a biased towards mechanical, electrical trades. Full commissioning and servicing of all HVAC Equipment. Co-operation with contracts staff were necessary to achieve our employer's acceptance in line with agreed contract terms. Produce all documentation as dictated by workload, i.e. Technical reports and reject reports for failures of components or plant. Responsible for own Health & Safety on site and follow Method Statements and Risk Assessments as standard on all sites, highlighting specific requirements as required. KEY RESPONSIBILITIES Maintenance and reactive repair to gas equipment to current regulations, standards and manufacturer's instructions. Mechanical and electrical general competence. Quoted work repairs and light installation work on gas equipment across our network of sites. Completing a weekly time sheet correctly and submitting it to your line manager. Submitting Expenses weekly with all supporting receipts. Completing all necessary paperwork for the customer whilst on site and obtaining a customer's signature to enable the job attended to be invoiced without any delays. Completing engineer's worksheet in full, giving full details of plant that requires additional work. Identifying lifecycle replacement requirements. ESSENTIAL SKILLS & EXPERIENCE Commercial and Domestic gas qualified in gas boilers, water heaters, tube heaters, gas air heaters, pipework, tightness testing and purging. Emergency lighting fundamentals unit 1. Any additional trade qualifications (plumbing & Mechanical). IPAF, PASMA. Understand SFG20 and delivering of works to a timescale. Preferred to have NVQ in Mechanical and/or electrical to backup gas qualifications. DESIRABLE BUT NOT ESSENTIAL Extra qualifications to enable further self-delivery of our contract. L8 qualified. We're proud to offer a great range of benefits including: 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home. Mental Health support and Life Event Counseling. Get Fit Programme. Financial and legal support. Cycle to work scheme. Access Perks at Work, our innovative employee app where you can find: Perks: discounts, gift cards, cashback, and exclusive offers. Life: Search for resources and tools on topics ranging from family and life to health, money and work. Support: Online chat or telephone service for urgent support in a crisis. For more information about ABM's benefits, visit our About ABM: ABM (NYSE: ABM) is one of the world's largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience. ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together. For more information, visit. ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.
