Senior Sales Channel Manager – Business Movers

Job Description

We are Centrica! We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we’re powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.

Your work here isn’t just a job – it’s a mission. We all play a vital role in energising a greener, fairer future.

Senior Sales Channel Manager – Business Movers

British Gas Business (BGB) is the leading provider of energy to SMEs in the UK and is focused on helping its customers energising a greener, fairer future.

Are you a brilliant communicator with a real passion for engagement, willing to think outside of the box, roll your sleeves up and elevate internally and externally a business on the cusp of supercharging its profile? A business that is steeped in history and is full of people with passion, grit and determination to succeed.

Business Move is a significant customer event within British Gas Business. The Senior Sales Channel Manager role is to lead the team with a clear strategy aligned to maximising growth and sales opportunities through an engaging customer experience. You will help develop, implement and be accountable for high levels of customer retention through a focussed tactical approach of converting customers to contract and meeting their energy supply needs. Underpinning the sales drive, you will lead an effective people performance and operational delivery that supports a continuous improvement ethos. Through a detailed understanding of the end-to-end journey, you will enhance and unlock key initiatives to improve retention rates and customer satisfaction.

Accountabilities

• Manage the Business Movers Sales teams in delivering industry leading customer service/sales experience to maximise sales opportunities and value to the business.
• Manage an effective group of team managers that is driven to deliver the operation that strives for continuous improvement across First Call Resolution, Increased Sales and Customer Experience with a key focus on cost to serve reduction through a digital first approach.
• Contribute to new ideas to increase NPS, Customer and Agent experience, retention, cross sell and value creation.
• Manage the implementation of testing of new customer data sources and propositions to deliver targets and enable growth and increased insight/customer receptiveness.
• Manage increased call and process efficiency to deliver a reduced cost to serve and ensure effective data utilisation and management is a leading KPI.
• Ensure operational and regulatory risks are managed and escalated as appropriate.
• Adhere to the Training & Competence framework policy and procedures to ensure each team member attains and maintains the required competency level to perform their role and, in particular, to promote a culture where customers are treated fairly and are properly informed.
• Manage performance for all sales activity and developing actions plans to ensure targets are met.
• Ensure customer related information systems are operated to the required standard to maintain accurate and secure records.
• That competitor information is captured to support insight and intelligence.
• Apply British Gas values in all day-to-day activities.

Competencies

• Our Management Behaviours describe the high standards we should expect of ourselves and colleagues at British Gas. These behaviours are a key part of how we deliver successfully in our roles.
• This role is at the level of ‘Leader of Managers’, which is about providing a clear vision, and enabling teams to make operational decisions. They hold their managers accountable and support them in the successful delivery of business goals to exceed shareholder, employee, and customer expectations.
• For details on these behaviours see the Leadership Behaviours Guide.

Experience

• Thorough understanding of what delivers great customer service and stay and leave experience.
• Management within the Sales industry, specifically in multi-channel environments.
• Detailed knowledge and understanding of the commercial aims and objectives of British Gas Business.
• Commercial Know-How: Managing for value, Understanding the external marketplace, Understanding Centrica, Understanding our Customers Understanding our Competitors.

Education

• Preferably educated to degree level.
• Experience of managing high performing teams.
• Proven track record of developing others.
• Good participative and competitive knowledge of the Energy markets.
• Creative and able to initiate ideas to drive retention, growth and profitability.
• Good commercial acumen and effective decision making that will deliver business goals.

At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team – a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it!

PLEASE APPLY ONLINE by hitting the 'Apply' button.

Applications will ONLY be accepted via the ‘Apply’ button.

This role is being handled by the Centrica recruitment team and NO agency contact is required.