About the Role
You will be responsible for the account management of key accounts to agreed targets and achieve best in class customer satisfaction through proactive management of customer strategic objectives for service levels, environmental performance and legal compliance. You will work to improve profit margins made on all key accounts by identifying low margin / loss making work and negotiating price increases / introducing alternative services. You will be measured by achievement of account management targets, long-term profit margin improvement to each customer and the reduction of debt. You will be responsible for co-ordinating the customer reviews and clear documenting of meetings/service improvement plans/price negotiations.
Key Responsibilities and Accountabilities:
Maintain an Account Management plan detailing all visits and communications with key customer portfolio based upon low, medium and high priorities
Low Priority - £20K quarterly site audits
Building relationships with existing clients to improve service and responding to any underlying customer concerns. Being aware of customer issues and ensuring they are resolved. Thus with great customer service ensuring we achieve extra services and margin increases
Cary out site audits in order to benchmark current services and provide information for quoting of services
Carry out site visits in line with Account management planner
Prepare Site Waste Management Plans: a plan for each site to identify current arrangements and identify potential improvements, submitted within 3 months of mobilisation and reviewed annually
Attend mobilisation planning meetings and coordinate / communicate mobilisations progress with customer sites and key company departments
Carry out site performance and duty of care compliance audits
Develop Service Improvement plans for each site across your portfolio of clients
Prepare quotations / presentations for Contract Variations / new sites / Site improvements
Complete/review customer documentation to ensure the accurate entry of details onto the company computer system
Review first produced invoice to ensure accuracy of invoicing in line with provided services
Assist credit control with resolution of customer invoice queries and debtor days
Review customer environmental reports to ensure accuracy with services provided
Assist in gathering of contractor details for environmental reporting
Assist customer service department with resolution of sub-contractor service issues
Review Customer Income Statement monthly and work to profit margin improvement targets
Preparation of customer tenant packs and carry out customer tenant training sessions
Develop one or more ‘show piece’ sites as leverage with potential new customers
In liaison with the Out-Sourcing Manager optimising quality of service from local suppliers to agreed SLA’s and profit margins
Assist with customer negotiations of annual/bi-annual price increase Ensuring standard forms are completed for changes that allows the administration team to set up the work up on AMCS without future customer or supplier queries
Ensure any requested service changes are entered onto the B&M systems to ensure correct invoicing
Provide summary reports etc to the customers quarterly / annually showing the service success levels and cost saving / service improvements we have achieved
Liaising with the Supply Chain Manager undertake ad-hoc annual duty of care audits with subcontractors (when in local areas)
Ensuring these relationships with customers reducing exposure to potential bad debts. Manage cash flow from the customers and undertake dispute resolution as required
Helping develop a verbal rather than e-mail communications ethos and helping ensure a ‘one-person holds the problem’ attitude
Undertaking reviews on complaint escalations and developing long-term corrections
Prepare monthly reports to management on key performance indicatorsSkills and Experience
Previous experience in an account management role
Knowledge of the waste industry would be advantageous
Self-confident, enthusiastic and with the ability to communicate at all levels using a variety of forms such as verbal and written
Ability to proactively plan and prioritise workload
Join us on the journey…..
Over the past 30 years, Panda has continued to grow and acquire businesses that all share a very similar vision and set of values. We’re now a group of almost 3000 people, all contributing to that growth and success.
Whilst Panda is the parent company to numerous brands, we all share an ambitious vision for the future. Our primary goal is to ensure the safety and wellbeing of our people and connected partners is front and centre. As a team, we’re safer together. We deliver our customers with a partnership approach to managing their resources responsibly. We constantly push the boundaries of innovation. What’s good today can be better tomorrow.
Panda is not just a company, it’s a resource recovery business. Over the past three decades we’ve grown and diversified significantly, we believe that great leadership is rooted in strong values. As leaders within this industry, we’re committed to shaping a better future for our friends, families and communities. Our philosophy remains unchanged, balancing customer satisfaction with environmentally sustainable practices. Exceptional customer service, and unwavering dedication to sustainability are the cornerstones of our business.
Our journey is dependent upon talented, passionate, and dedicated people that constantly strive and challenge each other for better outcomes.
Take the first step today and join us on the journey……….
Panda aims to attract and retain a skilled and diverse workforce that best represents the talent available in the communities in which our assets are located and our employees reside.
(DE&I Policy Statement)