Customer Account Manager
Elis is an international multi‑service provider offering textile, hygiene, and facility services. We are a leader in circular services, helping businesses achieve optimal hygiene and protection for employees and customers while enriching their well‑being in a sustainable way. Our rental maintenance model allows customers to focus on their core business while reducing their environmental footprint.
Location: Chepstow
Employment Type: Full‑time
Contract: Permanent
Responsibilities
* Effective management of a portfolio of accounts with a principal aim of customer retention.
* Analyse lost business/complaint management data and implement appropriate action.
* Explore cross‑selling opportunities where appropriate.
* Develop Customer Account Plans to identify and review future risks and opportunities.
* Ensure the company’s growth targets for the customer portfolio are achieved.
* Select and implement the best approach to win the growth opportunity.
* Act as a lead point of contact for all matters specific to your customers.
* Understand the needs and future requirements of customers through proactive management.
* Understand quality standards set by the company and agreed with each customer. Retain ownership of the customer service level agreement.
* Forecast and track customer metrics to predict trends. Highlight opportunities and threats.
* Discuss outstanding debt issues with customers and agree satisfactory outcomes for both parties.
* Review the commercial viability of accounts, recommending improvements or additional services.
* Agree price increases with customers as advised by the company.
* Push for improvements, applying commercial thinking in making choices on existing and emerging customer requirements.
What Will Make You Stand Out
* Ability to listen to and influence peer group and department team members.
* Good attention to detail and the ability to analyse data.
* Continuously improve the department and/or team.
* Ability to organise self and others to ensure tasks are carried out in a timely manner.
* Strong collaboration & influencing skills across departments and sites.
* Driver’s license.
Benefits
* On‑site parking
* Private medical insurance
* Employee Assistance Programme
* Company car
* 33 days holiday
* Life assurance
* Company pension
This position may be subject to an equal opportunity assessment.
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