Internal Account Manager

We have an exciting opportunity for an Account Manager to join the team of a specialist cleaning services organisation based in Manchester.

This is a proactive customer service and administration based role, working within a small team and managing relationships with large national clients.

Our client has a great reputation in the industry and is seeking an enthusiastic and flexible all-rounder to work as part of a busy team within a supportive company.

What You’ll Get

• £33-35K salary
• Excellent benefits including Medical Health Cash Plan, Company Sick Pay, Enhanced Pension Contribution and Life Assurance Scheme
• Career progression & professional development
• Supportive team culture & great work-life balance

Role & Responsibilities

• Manage existing client relationships within the assigned portfolio by making and taking client communications, either by phone or email
• Maximise growth potential and reduce revenue losses in the assigned customer base in line with company expectations
• Attend internal and scheduled external meetings and training
• Works closely with all members of our sales teams both internally and externally
• Use company CRM to effectively report activity, update 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.
• Maintain knowledge about the required markets in the defined territory, including awareness of competitor activity and new legislations
• Investigate, analyse, and resolve customer satisfaction complaints and service issues from assigned accounts and keep leadership teams updated
• 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
• Minimum of 3 years’ experience in an operational/commercial role in the FM sector
• 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
• Demonstrates the ability to work 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 goal