𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗔𝗱𝘃𝗶𝘀𝗼𝗿 

𝗟𝗼𝗰𝗮𝘁𝗶𝗼𝗻: Heworth 

𝗦𝗲𝗰𝘁𝗼𝗿: Energy & Utilities

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Grand Recruit is partnering with a growing UK-based consultancy operating within the energy and utilities sector to hire a Customer Engagement Advisor.

This role focuses on managing and developing relationships with business customers, ensuring they receive ongoing value, competitive pricing, and a high standard of service across multiple utility products.

The successful candidate will play a key role in customer retention, account optimisation, and service growth, while supporting the organisation’s reputation through customer feedback and referrals.

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𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀

𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗔𝗰𝗰𝗼𝘂𝗻𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁

• Manage a portfolio of B2B customers, building strong, long-term relationships

• Act as the primary point of contact for customer queries (billing, tariffs, renewals, service support)

• Regularly review accounts to ensure customers are on the most suitable and cost-effective solutions

• Support contract renewals with clear and transparent advice

• Maintain accurate and up-to-date records within CRM systems

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𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗚𝗿𝗼𝘄𝘁𝗵 & 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗘𝘅𝗽𝗮𝗻𝘀𝗶𝗼𝗻

• Identify and deliver upsell and cross-sell opportunities across additional commercial services

• Promote bundled services to improve customer efficiency and savings

• Monitor contract end dates and proactively implement retention strategies

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𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 & 𝗖𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝗰𝗲

• Resolve customer issues in line with regulatory standards

• Ensure all interactions meet industry compliance requirements (e.g. Ofgem, Ofwat)

• Collaborate with internal teams and suppliers to deliver seamless service

• Stay informed on market trends within utilities and related sectors

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𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗙𝗲𝗲𝗱𝗯𝗮𝗰𝗸, 𝗥𝗲𝗽𝘂𝘁𝗮𝘁𝗶𝗼𝗻 & 𝗥𝗲𝗳𝗲𝗿𝗿𝗮𝗹𝘀

• Encourage satisfied customers to leave reviews (e.g. Trustpilot)

• Monitor and respond to customer feedback professionally and promptly

• Take ownership of complaints, driving resolution and improving customer perception

• Identify opportunities for customer referrals and recommendations

• Share feedback trends and insights with internal stakeholders

• Ensure all public responses align with brand and compliance standards

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𝗞𝗲𝘆 𝗦𝗸𝗶𝗹𝗹𝘀 & 𝗖𝗼𝗺𝗽𝗲𝘁𝗲𝗻𝗰𝗶𝗲𝘀

• Strong relationship management and customer service skills

• Excellent communication and interpersonal abilities

• Ability to explain complex information in a clear, engaging manner

• Commercial awareness with a proactive mindset

• Confidence in upselling, cross-selling, and referral generation

• Strong problem-solving and complaint handling skills

• High attention to detail, particularly with contracts and pricing

• Organised, adaptable, and able to manage multiple accounts

• Experience responding to customer reviews (desirable)

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𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 & 𝗤𝘂𝗮𝗹𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻𝘀

• Experience in a customer-facing or account management role (e.g. utilities, telecoms, financial services, retail or contact centre)

• Proven success in upselling, cross-selling, or retention activity

• Experience managing renewals and customer lifecycle conversations

• Familiarity with CRM systems• GCSEs (or equivalent) including Maths and English

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𝗞𝗲𝘆 𝗣𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲 𝗜𝗻𝗱𝗶𝗰𝗮𝘁𝗼𝗿𝘀 (𝗞𝗣𝗜𝘀)

• Customer retention and churn reduction

• Renewal conversion rates

• Revenue from upselling and cross-selling

• Volume and quality of customer referrals

• Online review ratings and response times

• Quality, compliance, and customer satisfaction scores

• First contact resolution and complaint handling performance

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𝗪𝗼𝗿𝗸𝗶𝗻𝗴 𝗥𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽𝘀

𝗜𝗻𝘁𝗲𝗿𝗻𝗮𝗹: Sales, Customer Support, Compliance, Operations, Marketing

𝗘𝘅𝘁𝗲𝗿𝗻𝗮𝗹: Business customers, energy suppliers, and service providers

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𝗥𝗲𝗴𝘂𝗹𝗮𝘁𝗼𝗿𝘆 & 𝗖𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝗰𝗲 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀

• Adhere to all relevant industry regulations and best practices

• Ensure pricing transparency and ethical customer engagement

• Maintain accurate, auditable customer records

• Identify and escalate risks or compliance concerns

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𝗪𝗼𝗿𝗸 𝗘𝗻𝘃𝗶𝗿𝗼𝗻𝗺𝗲𝗻𝘁

• Fast-paced, target-driven environment

• Ongoing training and development

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𝗖𝗼𝗿𝗲 𝗩𝗮𝗹𝘂𝗲𝘀

• Customer-first approach

• Honest and transparent communication

• Commercially focused and results-driven

• Proactive and growth-oriented

• Accountable and solution-focused

• Collaborative and adaptable

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