Customer Account manager

Uniting Ambition
13 Apr 2017
13 May 2017
Contract Type
Full Time

Customer Account Manager - Colesill

To maximise the Commercial sales opportunities and customer experience, using a combination of consultative selling, strong account management,up / cross selling and new customer acquisition. To balance the maximisation of margin opportunity with customer sustainability, by using a combination of account management and negotiation skills to increase margin across your customer portfolio. Working in a quality-focussed environment where we strive to exceed customer expectations by team-working, professional interaction and effective communication.


  • Develop and maintain a comprehensive knowledge and understanding of all the company's commercial products and services.
  • Handle inbound contact (calls, emails and other channels as required) and support the customer through a consultative sales approach
  • Negotiate a sales price within the agreed authority structure to maximise profitability
  • Ensure the cross-selling of other relevant products and services, effectively matching customers current and potential future needs
  • Ensure that all sales opportunities are maximised, taking every opportunity to secure the sale
  • Ensure that you have industry knowledge of the customers within your portfolio of accounts
  • Manage existing accounts
  • Ensure a good working relationship with the Business Account Managers in your team in order to provide sales and customer service excellence
  • Support new sales activities for fuel and ancillary products in line with campaign activity and prospecting of lapsed / lost customers
  • Deliver sales excellence through driving profitability and achieving performance targets
  • Create and maintain an up to date knowledge of competitor activity and developments, and record them on the appropriate system
  • Respond to customer enquiries and information requests in a professional manner; ensuring accounts are up to date
  • Ensure all calls are handled compliantly and in accordance with agreed company standards
  • Record accurately all customer interactions (quotes / sales / enquiries / reason codes) on the appropriate system; in accordance with company guidelines/standards
  • Handle all customer financial details in an appropriate manner, as specified in the agreed finance processes
  • Ensure effective use of IT systems, in line with the relevant Company policies and procedures
  • Deal with customers in a polite manner, exceeding customers’ expectations of service
  • Be the first point of contact for customer service
  • Identify all current customer needs, and investigate future potential needs though effective account management, fully utilising the company sales approach, in order to present customers with the relevant products and services that will contribute to their satisfaction
  • Ensure customer complaints are handled in a polite and effective manner and are appropriately logged on the complaints system and escalated in line with the Company complaints procedure

Skills / Qualifications / Experience

  • B2B Contact Centre experience is desirable
  • A proven track record in telephone selling and up / cross selling is needed
  • Account management experience is desirable
  • Self-confidence and good interpersonal skills
  • High degree of self-motivation and time management
  • Resilient, persistent and hardworking
  • Target driven / results orientated
  • Able to build the appropriate level of professional rapport with customers
  • Can handle customer objections assertively
  • Can manage customer interactions with empathy
  • Good organisation skills and ability to prioritise
  • Good listening skills
  • Excellent verbal communication skills
  • GCSE Maths and English a requirement