Account Executive

NWF Fuels; Bath; On-site; GBP 28,000 - 35,000; Full time

Benefits offered by this job

Company Pension Scheme

Life Assurance

Cycle to Work Scheme

Employee Assistance Programme

Discounts at retailers

Job summary

NWF Fuels Ltd is seeking an Internal Account Executive to own retention and growth for an existing customer book, entirely by phone. You will treat every call as a sales opportunity, not just a service transaction, and you will understand the customer's business to spot growth potential.

Working with the Team Leader, you will manage a portfolio, hit retention and revenue targets, and keep accurate CRM records while collaborating across the regional account team. Monday–Friday, in the Bath area.

Qualifications

• Experience in customer-facing sales, retention or account management roles.
• Proven ability to achieve/exceed sales or retention targets.
• Experience handling a high volume of inbound/outbound customer contact.
• Familiarity with CRM systems to manage activity and opportunities.

Responsibilities

• Retain and grow an assigned book of existing customer accounts by phone.
• Treat every contact as a sales conversation opportunity, not just a service transaction.
• Identify opportunities to grow customer spend through cross-selling and upselling.
• Conduct genuine commercial conversations to uncover current and future needs.
• Proactively contact customers to strengthen relationships and protect against competitor activity.
• Refer larger growth opportunities to the Regional Key Account team with proper handover.
• Collaborate with the Internal Account Exec Team Leader on coaching, targets and escalations.

Skills

Phone-based sales

CRM experience

High-volume contact

B2B/B2C sales

Account management

Strong communication

Customer retention

Tools

CRM software

Job description

The Internal Account Executive owns retention and growth for an assigned book of existing customers, entirely by phone. Every call in, whether it starts as an order, a query or a complaint, is also a chance to protect and grow that customers spend, and this role is judged on both halves of that job, not just the half that shows up as a service ticket.

This is not an order-taking role. The Internal Account Executive is expected to understand what's happening in a customer's business, spot where there's room to grow the account, and have that commercial conversation as a normal part of the call, not as a separate, awkward add-on.

Some Internal Account Executives are permanent members of the team; others join on a fixed-term contract during peak trading, when call volumes rise. The job itself is the same either way, run and delivered to the same standard, with fixed-term hires reporting directly to their Team Leader for the length of their contract.

The role reports to an Internal Account Executive Team Leader, one of two Team Leaders running pods within the region's internal account management function., Day to Day

Day to Day

Customer retention and growth

• Retain and grow an assigned book of existing customer accounts through proactive, phone-based account management.
• Treat every inbound and outbound contact as a sales conversation opportunity, not only a service transaction.
• Identify opportunities to grow customer spend through cross-selling and upselling additional products and services.
• Conduct genuine commercial conversations that uncover a customer's current and future needs, rather than just processing the immediate request.
• Proactively contact customers within the assigned book to strengthen the relationship and protect against competitor activity.
• Refer larger or more complex growth opportunities to the Regional Key Account team where an account has outgrown internal management.

Sales performance

• Deliver individual targets for retention, revenue, volume and margin against the assigned book.
• Convert a defined proportion of customer contacts into a structured sales conversation, and a defined proportion of those conversations into incremental revenue.
• Maintain strong conversion rates across inbound and outbound contact.
• Manage the assigned portfolio actively, prioritising accounts with the greatest retention risk or growth opportunity.

Customer experience

• Deliver a professional, responsive and consistent experience on every call.
• Take ownership of customer queries and requests through to resolution, rather than passing them on.
• Build credibility through genuine product and market knowledge, not a script.
• Manage customer expectations clearly, particularly where a request can't be met immediately.

CRM and administration

• Maintain accurate, complete and compliant customer records in the CRM system.
• Keep pipeline and opportunity data current, reflecting every sales conversation, not just the ones that convert.
• Follow pricing governance and commercial procedures for every quote and order.

Collaboration

• Work closely with the Internal Account Executive Team Leader on coaching, targets and escalations.
• Refer significant growth opportunities to the Regional Key Account team promptly and with a clear handover.
• Share customer insight and competitor intelligence with colleagues.

Previous experience in a customer-facing sales, retention or account management role.

• Proven ability to achieve and exceed sales or retention targets.
• Experience handling a high volume of inbound and outbound customer contact.
• Experience using CRM systems to manage customer activity and opportunities.
• B2B or B2C sales experience is an advantage.
• Confident, natural communicator, able to build rapport quickly on the phone.
• Genuine commercial awareness, able to spot a growth opportunity in an ordinary conversation.
• Customer-focused, with a real interest in solving the customer's problem, not just closing the call.
• Well organised and self-motivated, able to manage a portfolio of accounts without close supervision.
• Comfortable using CRM systems and managing a live sales pipeline.
• Resilient and positive, particularly on calls that start as complaints.
• Curious and commercially minded, always looking for the opening.
• Accountable for their own numbers, not inclined to blame the list or the day.
• Strong attention to detail in records and pricing.

Who are NWF Fuels?

NWF Group comprises of 3 key businesses: NWF Fuels, NWF Agriculture & Boughey Distribution. Employing over 1,400 colleagues across the group, we encourage and empower our people to progress and move fluidly through the group, meaning the sky really is the limit when you join us!

What makes NWF Fuels different?

Our commitment to the customer and our focus on service is what sets us apart in the market, and our people are the driving force! We supply a range of fuel related products throughout the UK to domestic, agricultural, commercial and retail customers through our modern fleet of over 155 tankers and a strategically located depot network allowing us to service more than 113k customers. The business has grown organically and through acquisition currently standing as the third largest fuel distributor in the UK - we plan to climb higher and want you to be a part of it!

Monthly Pay: £28,000 to £35,000 per annum dependant on experience

Bonus: Up to 10% performance related

Shifts: Monday to Friday

Holidays: 33 days per year including bank holidays

Progression Opportunities: Clear progression pathways across the wider group that operates 2 other business'

Training Opportunities: Funded, accredited courses.

Medicash: Cashback on routine medical expenses such as dental, optical, physiotherapy and more!

Shopping Discounts: Save with discounts at major retailers like Sainsbury's, Morrisons, Currys, Debenhams and more!

Travel Savings: Discounts on flights, hotels, and airport parking.

Entertainment Offers: Reduced prices at over 400 cinemas across the UK, including savings on drinks and snacks.

Dining and Lifestyle: Access to deals on restaurants, leisure activities, and other lifestyle services.

Enhanced Policies: Enhanced maternity and paternity leave.

The Usual: Company Pension Scheme, Life Assurance, Cycle to Work Scheme, Employee Assistance Programme including counselling, legal and financial support, Free Refreshments, Free Secure On-Site Parking!