Account Manager

Account Manager

Location: Swindon, UK (On-site at our facility)

Salary: £33,000 - £38,000 per year (depending on experience)

Contract: Full-time / Permanent

Working Hours: Monday to Friday, 08:00-17:00

About the Client

Our client is a leading innovator in sustainable textile care, operating the world’s first Net-Zero emissions industrial laundry facility. They cater to the hospitality and healthcare sectors, delivering cutting-edge solutions with a focus on environmental responsibility. Join a team committed to sustainability and making a meaningful impact in the textile care industry.

About the Role

The Account Manager will serve as the key liaison between our customers and internal teams, ensuring queries and complaints are resolved efficiently. You will manage customer communications, coordinate internal resources, and champion customer satisfaction. This role also includes onboarding high-value customers, maintaining inventory accuracy, and utilising technology platforms to streamline customer support processes.

Key Responsibilities

Customer Engagement:

• Act as the main point of contact for customer queries via phone, email, and chat.
• Lead onboarding for high-value customers, offering training on new technologies.
• Proactively manage customer renewals, address concerns, and identify upselling opportunities.
• Analyse customer data to minimise churn risk and develop tailored retention strategies.
• Collaborate with customers to align solutions with their goals.

Internal Collaboration:

• Facilitate communication between customer support, operations, and other teams.
• Escalate and resolve complaints promptly, ensuring continuous service improvement.
• Maintain up-to-date internal documentation and provide team training.

Systems & Inventory Management:

• Ensure accurate customer records following internal procedures.
• Oversee ticketing software, integrations, and automation for efficient customer service.
• Conduct stock checks and manage inventory discrepancies.

Key Relationships:

• Operations Managers: Collaborate on customer feedback and service delivery.
• Sales Team: Support account management and new client onboarding.

Requirements

Technical Competency:

• Strong operational, systems, and process knowledge.
• Familiarity with terms and conditions related to service agreements.

Technology & IT Literacy:

• Proficiency in Hubspot (CMS) for data reporting and context analysis.
• Ability to understand and articulate feedback about logistics and warehouse management systems (WMS).

Interpersonal Skills:

• Excellent listening and empathy skills.
• Strong organisational abilities to manage tasks across multiple channels.
• High emotional intelligence (EQ) and resilience in customer interactions.
• Proven collaboration skills to ensure effective communication and issue resolution.

Sustainability & Values:

• Commitment to sustainability and promoting eco-friendly practices.
• Embody core values of creativity, excellence, and integrity.

Benefits

• Salary: £33,000 - £38,000 per year
• Generous EMI share options post-probation
• 31 days of holiday, including bank holidays, with an option to buy extra days
• Uniform and work-related equipment allowance
• Employee discount on personal laundry services
• Confidential mental health support and a Mental Health Day off
• Health cash plan and enhanced sick pay
• Cycle-to-work scheme

Diversity & Inclusion Statement: We are an equal opportunity employer committed to diversity and inclusion. We encourage applicants from all backgrounds. If you require reasonable adjustments during the recruitment process, please let us know.

Join our team and be part of the sustainable textile revolution!