Account Manager (Client Services) We seek an experienced B2B account manager with a proactive and optimistic approach to maintaining high level of customer care and client retention. You will manage several key accounts ensuring that service levels and contract obligations are met. You will also respond to general queries from customers and onboard new customers, as well as provide estimates for campaign and bulk mailings. Postal Group provide innovative and cost saving mailing solutions to over 1000 private business and public sector clients across Northern Ireland including charities, solicitors, schools and we hold contracts with the NI Health and Social Care Trusts and facilities and many NI councils. Whether our clients wish to set up a daily mail collection from their office, or they are planning a bulk mailing such as a local door to door drop or sending magazines worldwide, we have the solution at our mailing house and depot. If you are comfortable gaining technical product knowledge and can adapt to working with new MI and order fulfilment systems, then we can offer you a supportive and relaxed environment in which you can thrive. By offering genuinely cost saving and useful products we have long standing positive relationships with our clients. You will be expected to work closely with other departments to ensure a seamless experience for customers, ensuring realistic expectations from the outset and resolving customer queries and complaints. Salary range: £26,000 to £32,000 dependent upon experience. We offer a Contributory Company Pension - 29 days (including statutory) paid holidays increasing up to 31 - an engaging and supportive working environment - ongoing coaching and skills development. Free on-site Parking close to train station and bus routes. Full training provided on the services we offer and systems we use. Experience in the print or mailing industry would be advantageous. Key roles and responsibilities: Ensure high levels of customer retention and repeat sales through exceptional customer care, account management and successful onboarding of new customers. Provide information on our products and services, and on site / Teams training to customers to ensure they can access and use our services effectively/correctly. Regular review meetings with / reporting to clients. Proactively build client relationships. Estimate costs and timescales for bulk/direct mailing and follow up. Provide best practice advice. Help manage larger orders from inception to completion ensuring they are completed on time and to specification. Follow up to resolution or escalation where service delivery falls short of customer expectation. Instigate/complete corrective actions as required. Contribute to maintaining and updating written procedures and customer user guides, and ensure that accurate information is maintained on our CRM and MI systems. Act professionally at all times and in accordance with company policy including health and safety and GDPR. Contribute to a culture of continuous improvement and innovation. Demonstrate high levels of integrity and honesty. Ability to work flexible hours around the needs of both customers and Postal Group. Essential Skills and Experience At least 2 years experience in B2B customer service / account management role where you have demonstrated exceptional ability in client relationship building, client retention and high levels of customer satisfaction. Strong oral and written communication skills with the ability to discuss price, timescales and detailed requirements clearly and professionally. Able to adjust communication style/method to ensure positive outcome. Confident and competent communicator by telephone, email, face to face, online or at site visit or meetings. Professional and customer centric approach, with skills in complaint handling. Ability to establish positive relationships with suppliers, clients, managers and co -workers. Experience estimating costs / having price-based conversations with customers. Experienced and confident in using MS Office including Outlook as well as confidence in Excel, order processing, management information and CRM style systems. Proven ability to organise, prioritise, plan and adjust workload effectively. Dedicated to and capable of maintaining accurate records. Good attention to detail. Resilient and solutions focused A self-starter who uses initiative and get things done and can work well with minimal supervision. Able to prioritise and coordinate multiple work requirements to meet deadlines. Able to understand and empathise with customer needs whilst balancing their needs with those of the company. Ability to influence at colleague and client level. Clean driving license Access to own car to attend occasional client meetings on site (across NI but many close to Belfast) - we pay mileage for own car use. Desirable Experience within the mailing, print or similar industry. Experience preparing and delivering presentations on products/services. Qualifications in business, administration, marketing, or project management Experience in sales and new business and/or contract management Skills in reporting writing, data analysis. Location Belfast with occasional travel across N Ireland Working Hours 37.5 per week 9am -5pm Monday to Friday Who should apply.? We welcome applications from candidates with the following skills: account management, new business, customer retention, stakeholder management, customer support, sales, contracts manager, customer success manager, or similar roles. Skills: Key Account Management Customer Focus Client Relations Contract Management Customer Skills Sales Support estimates Benefits: free parking Paid Holidays pension training