Account Manager

RCI Group; Stevenage; On-site; GBP 30,000 - 46,000; Full time

Job summary

RCI Group in Stevenage is seeking an Account Manager to manage a portfolio of customers and drive growth across our services. Reporting to the Business Development Director, you will nurture relationships and deliver outstanding customer service.

You will handle Win-Back, Organic Growth and Ad-hoc accounts, maintain CRM records, and provide regular performance updates to the team in a collaborative environment.

Qualifications

• Experience in account management or customer-facing roles.
• Strong relationship-building and communication skills.
• Proficient with CRM systems to manage contacts and pipeline.
• Ability to develop new business opportunities while servicing existing clients.

Responsibilities

• Manage a portfolio of accounts and grow bookings across three account types.
• Build and maintain relationships with regular engagement and quarterly reviews.
• Identify opportunities for win-back, organic growth and first-time bookings.
• Maintain accurate CRM records and produce periodic pipeline reports.
• Support Business Development Manager with broader account strategy.

Skills

Account management

Customer service

CRM systems

Relationship building

Communication

Tools

CRM software

Job description

Join Our Team as an Account Manager

We are looking for a motivated and customer-focused Account Manager to join our growing team in Stevenage. Reporting to the Business Development Director, you will play a key role in driving net new organic growth while maintaining strong relationships with existing customers across one or more RCI Group businesses.

Our services include secure patient transport and enhanced observations, supporting NHS Acute and Mental Health Trusts, as well as Local Authority Children and Young People's teams. This is an excellent opportunity for an individual who enjoys building relationships, identifying opportunities and delivering outstanding customer service.

About the Role

As an Account Manager, you will manage a portfolio of customers while actively developing new business opportunities through three account types:

• Win-Back Accounts – re-engaging customers whose bookings have lapsed and understanding how to win back their business.
• Organic Growth Accounts – working with existing customers to increase their use of our services.
• Ad-hoc Accounts – securing first bookings from new customers and building long-term relationships that encourage repeat business.

Key Responsibilities

Account Management

Support the achievement of team targets for secure patient transport and enhanced observations by developing and managing a pipeline of Win-Back, Organic Growth and Ad-hoc accounts. Build and maintain strong customer relationships through regular engagement and account reviews, conducted at least every three months, while serving as the primary point of contact for routine enquiries and ensuring a consistently positive customer experience.

Win-Back Accounts

Proactively monitor account activity to identify early signs of decline and take appropriate action to re-engage customers. Maintain contact with lapsed accounts, seeking to understand the reasons for reduced engagement and working collaboratively with customers to secure renewed bookings and rebuild long-term relationships.

Organic Growth Accounts

Review booking patterns and service usage to identify opportunities for growth within existing accounts. Share relevant service updates and propositions with customers to encourage increased utilisation and engagement. Significant opportunities and strategic accounts should be escalated to the Business Development Manager to support wider business development objectives.

Ad-hoc Accounts

Respond promptly to new leads and enquiries, converting opportunities into first bookings wherever possible. Develop and maintain relationships with customers between bookings to encourage repeat business and support future growth.

Administration and Reporting

Maintain accurate and up-to-date CRM records, including account classifications, contact history and agreed next steps. Track and record all win-back successes, growth bookings and first-time bookings, ensuring data integrity and visibility of performance. Produce regular reports on account performance and pipeline activity, whilst providing administrative and record-keeping support to the Business Development Manager as required.

What We're Looking For

Essential Skills & Experience

The successful candidate will have experience in account management, customer service or customer support, with a proven ability to build and maintain strong customer relationships. They will be confident in initiating conversations that support customer retention, account growth and new business opportunities, while effectively managing a structured contact programme across multiple accounts. Strong organisational and prioritisation skills are essential, alongside excellent written and verbal communication abilities. Experience using CRM systems to manage customer interactions, track account activity and maintain accurate customer records is also required.

Desirable

Experience working with NHS organisations, Local Authorities, health and social care providers, justice services or other regulated sectors would be advantageous. An understanding of account segmentation, pipeline management and customer lifecycle planning would also be beneficial, enabling the individual to identify opportunities, manage priorities effectively and contribute to sustainable business growth.

Key Behaviours

• Reliable – follows through on commitments and maintains customer contact schedules.
• Organised – manages multiple relationships efficiently and accurately.
• Observant – notices changes in customer activity and identifies opportunities.
• Collaborative – works effectively with internal teams and shares customer insights.
• Personable – builds lasting relationships through trust and consistency.

How Success Will Be Measured

• Contribution to team targets for secure patient transport and enhanced observations.
• Number of lapsed customers successfully rebooked.
• Growth in bookings and revenue from existing customers.
• Number of new customers making their first booking.
• Delivery of net new organic growth across all account types.
• Completion of planned account contacts and reviews on schedule.
• Customer retention levels.
• Accuracy and quality of CRM records.
• Customer satisfaction and feedback ratings.

Why Join Us?

This is a fantastic opportunity to join a collaborative team where your efforts directly contribute to business growth and customer success. If you are passionate about relationship management, customer service and driving growth, we'd love to hear from you.