Internal Account Manager

Location: Manchester, Lancashire

Vacancy Reference: VR/05121

Role Description:

Bridge Recruitment are currently networking for an Internal Account Manager to join the Team of one of our clients, a Soft facilities service provider supporting customers across the UK. They are committed to providing a best-in-class service to their customers, and always aim to complete each task professionally and to the highest standard. As Internal Account Manager, you will be the contact for representatives of customers, managing their account on a daily basis. Liaising directly with internal teams, you will ensure the timely and effective delivery of solutions according to customer needs. The ideal Internal Account Manager will have good industry knowledge in the cleaning and waste sectors and will understand and have experience of good account management, communication and negotiation skills.

Responsibilities:

• Manage existing client relationships within the assigned portfolio by making and taking client communications, either by phone or email, to facilitate service queries and resolve via liaising with Operations. Maximise growth potential and reduce revenue losses in the assigned customer base in line with company expectations

• Attend internal meetings and training fully prepared with relevant current data on market opportunities, promoting a positive and professional attitude in the office and on calls to ensure the high standards required for customer service

• Work closely with all members of the sales teams both internally and externally including Leadership Teams, Operations, Finance, SHEQ, Help Desk and other team members to enhance the service offering available to their portfolio of customers

• Use Jobwatch to effectively report activity, update our data and key information and communicate both internally and externally in a professional manner

• Take ownership of customer portals and manage the data and trends reported and coordinate with internal teams for resolution when required

• Attend internal and scheduled external meetings fully prepared with relevant current data on market opportunities, promoting a positive and professional attitude. This also applies in the office and on calls to ensure the high standards required for customer service

• Follow policies for team members, especially but not limited to the Commercial DOA, ROE, SFDC policies and standard codes of Ethics and Health and Safety that ensure the company is a great place to work for all team members

• Maintain knowledge about the required markets in the defined territory, including awareness of competitor activity and new legislations, sharing with your team members and sales leadership teams as appropriate

• Investigate, analyse and resolve customer satisfaction complaints and service issues from assigned accounts and keep leadership teams updated with any risk associated with reduced opportunity/loss

• Work to KPIs and SLAs to ensure optimal customer satisfaction and resolution

• Liaise with finance to ensure invoices are up to date in a timely manner

Requirements:

• Skilled in building and leveraging relationships over the phone

• Understands and uses good account management, communication, problem solving, negotiation and interpersonal skills

• Passionate about putting the customer first with a positive and friendly attitude

• Ability to empathise as well as a directive style when required to reach resolution

• Ability to converse confidently with external customers

• Good organisational skills with a detailed and structured approach to work

• Ability to multi-task and be resilient in a high pressured and fast paced environment

• Good telephone manner and experience of dealing with customer queries, demands and complaints under pressure and in all circumstances

• Demonstrates the ability to work in a matrix environment working closely with Sales colleagues both internal and external as well as operations and finance teams, health and safety and compliance to achieve the business’s goals

• Good industry knowledge in the Cleaning and Waste sectors

• Minimum of three years’ experience in an operational role in the service/FM sector

• Previous cleaning and/or waste sector experience is desirable

• Maths and English GCSE or equivalent

• Good Microsoft skills in Word and Excel

• Experience of working within a customer facing environment