Area Service Manager

Undertake account Management in conjunction with the National Accounts Team for group Customers and individual hotels in an allocated geographical region on a regular and systematic basis, to include accurate reporting of issues and preparation of a monthly report. Liaison with site Service Departments and General Managers as appropriate to customer, with regard coordination of Johnsons Hotel Linen customer activities. A full clean driving license is required for this role. Key Tasks: Support customers at key stakeholder and commercial operative level and attend service review meetings at customers head offices and in the field as required. Ensure in-person visits to Group hotels on a quarterly basis as a minimum. Ensure in-person visits to independent hotels on a biannual basis as a minimum. Provide day-to-day enquiry handling and full customer support for all customers allocated to your area of responsibility. To actively contribute to customer satisfaction and retention of business, as demonstrated by the outcomes of the Customer Satisfaction Survey per plant and overall. Liaise regularly with Johnsons Hotel Linen service offices, transport and production teams to ensure correct service is provided to each customer. Liaise regularly with Johnsons Hotel Linen National Accounts team and site General Managers and Customer Service teams based in our offices. Reporting of any issues or concerns to the National Accounts team, General Managers or Customer Service Managers, as appropriate by utilising correct business processes. Attend service review meetings with customers and internally. Arrange customer visits to Johnsons Hotel Linen production facilities. To actively manage and improve the Customer experience via plant and divisional initiatives. To maintain excellent communication with the internal service teams and other on-site departments by attending regular in-person site visits. Provide day-to-day enquiry handling and full customer support for all customers under your responsibility. Attend and organise regular service review meetings with nominated customer sites and your internal teams Actively feedback customer satisfaction levels, and as part of the management team, develop action plans and strategies to drive continuous improvement in service delivery. Fully utilise the BI reports to optimise and proactively manage stock, utilising reports as part of service visits to customers to avoid both over and under stocking. Conversant with the Customer Service System, Customer Support App, Linen Portal and Linen Room, providing both business colleagues and customers with advice and support. Via usage of BI reporting ensure any issues highlighted by the customer are resolved by liaising with relevant personnel within the business - "close the loop". Train new customers and where necessary new Area Service Managers on the systems and processes employed by Johnsons Hotel Division to deliver our linen rental service. Management of independent hotels contracts and resigns as required Support and be involved in the installation of new customers, general enquiry handling and monitoring of customer service levels to customers whom they are responsible. To take an active part in retaining independent at risk customer accounts. Manage customer account closures To take an active part in price increase negotiations with independent customers. Adhere to strictest confidentiality standards with regards all Company financial and salary matters. Develop strong relationships with key customer contacts. Take ownership of Customer issues, especially escalated matters, resolving, feeding back to the Customer and put plans in place to avoid repeated issues. To be responsible for your own Health & Safety and adhere to all relevant procedures and legislation. To generally promote and encourage an environment where there is a positive awareness and commitment to safe and healthy working. Ensure own and others performance and behaviour is in compliance with company policies and procedures. To attend training courses as required. To foster and maintain good working relations throughout the Company. Complete other documentation as required by the company for installations. Submit a weekly report of movements Submit a monthly report of outcomes and proposed future activity; to the National Account Manager. Fulfil other reasonable tasks as may be required from time to time for the general benefit of the business. Represent the Company in a professional, polite and efficient manner. ADZN1_UKTJ

Location: South East London, GB

Posted Date: 4/25/2025