People behind the service: Mita Kewalram and Louise Pope

Get behind-the-scenes insight into how our small-to-medium enterprise (SME) and commercial and industrial (C&I) account management teams deliver exceptional customer service. Mita Kewalram, SME Account Manager, and Louise Pope, C&I Account Manager share how their passion and drive to go the extra step delivers value for our customers.

What does your day-to-day look like as Account Managers?

Mita: My day starts with customer queries, anything from answering a query about contracts to coordinating the set-up of a new site or meter for existing customers. For potential new customers, we’re also responsible for organising pricing requests. If they decide to come over to Shell Energy as their energy retailer, we dive straight into onboarding them. I love that about my job, that it changes every day, so there’s no opportunity to get bored.

Louise: Every day as an account manager is unique. Tasks range from handling basic requests like providing invoice copies to engaging in negotiations over renewal terms with customers. We also collaborate with customers to identify optimal business solutions from our range of products.

How do you think our account service differs from our competitors?

Mita: Our key point of difference is our account managers. For our customers, having a dedicated account manager and being able to go to this one person for everything is a game changer. The speed with which we aim to get back to our customers is also a big differentiator. I want my customers to feel that they can always come to me and I will sort it out.

Louise: What distinguishes Shell Energy’s account management from our competitors is the direct access customers have to their account manager, bypassing the need for a call centre. Additionally, Shell Energy’s operations team is based locally, which significantly enhances efficiency and responsiveness.

What would you say are the differences working with SME markets, compared to C&I?

Mita: SMEs may not have in-house expertise on energy markets, so my role becomes that of consultant. Having a deeper level of insight on energy and what’s on the horizon combined with knowing each of my customer’s businesses helps me advise them on how to get the most value.

Louise: The management of SME and C&I customers is very similar from a day-to-day perspective. However, we do offer different pricing products to ensure that our C&I customers are getting the best solution for their business needs.

How do you collaborate with other teams within Shell Energy to deliver exceptional service?

Mita: The main teams that I collaborate with to deliver the best possible outcomes to my customers are Sales, Operations, Credit and Pricing. I think the key difference between good and excellent customer service is exceeding expectations and crystal-clear communication. When you’re trying to resolve queries as efficiently as possible while working with such a wide variety of teams, being super clear with what you’re asking for is the key to being able to deliver a timely and helpful result back to the customer. Taking the time to also build those personal relationships across teams, as well as honesty and transparency, is essential to delivering exceptional customer service.

Louise: I collaborate with a variety of teams within Shell Energy, such as Pricing, Trading, Operations, and Energy Solutions. With the energy market being so dynamic, working across teams to help our customers access products such as Strategically Timed Energy Procurement (STEP) or Renewable Energy Contracting Options (RECO) ensures they’re getting the best value. Being able to offer that dual aspect to our customers helps us to take our service from good to exceptional.

^* Utility Market Intelligence (UMI) survey of large commercial and industrial electricity customers of major electricity retailers, including Shell Energy by independent research company NTF Group in 2011-2023.