Job Title

Role: Internal Account Manager - Specialist/Reactive Cleaning ServicesSalary: 33k plus benefits including 30 days' holiday, pension, health and wellbeing programme, medical plan, life insurance, referral programme, sick pay and store discountsJob Status: Permanent/Full-TimeLocation: Manchester, Lancashire - this is not a hybrid or remote roleVacancy Reference: VR/05286Role 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 OperationsMaximise growth potential and reduce revenue losses in the assigned customer base in line with company expectationsAttend 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 serviceWork 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 customersUse Jobwatch to effectively report activity, update our data and key information and communicate both internally and externally in a professional mannerTake ownership of customer portals and manage the data and trends reported and coordinate with internal teams for resolution when requiredAttend 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 serviceFollow 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 membersMaintain 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 appropriateInvestigate, analyse and resolve customer satisfaction complaints and service issues from assigned accounts and keep leadership teams updated with any risk associated with reduced opportunity/lossWork to KPIs and SLAs to ensure optimal customer satisfaction and resolutionLiaise with finance to ensure invoices are up to date in a timely mannerRequirements:Skilled in building and leveraging relationships over the phoneUnderstands and uses good account management, communication, problem solving, negotiation and interpersonal skillsPassionate about putting the customer first with a positive and friendly attitudeAbility to empathise as well as a directive style when required to reach resolutionAbility to converse confidently with external customersGood organisational skills with a detailed and structured approach to workAbility to multi-task and be resilient in a high pressured and fast paced environmentGood telephone manner and experience of dealing with customer queries, demands and complaints under pressure and in all circumstancesDemonstrates 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 businesss goalsGood industry knowledge in the Cleaning and Waste sectorsMinimum of three years experience in an operational role in the service/FM sectorPrevious cleaning and/or waste sector experience is desirableMaths and English GCSE or equivalentGood Microsoft skills in Word and ExcelExperience of working within a customer facing environment