Customer Account Manager

Vital Healthcare; Grays; On-site; GBP 32,000 - 42,000; Full time

Job summary

Certas Energy is seeking a Customer Account Manager to maximise commercial sales opportunities and deliver an exceptional customer experience. You will use consultative selling, account management, up-selling and cross-selling to grow sales while maintaining profitable relationships.

In this role you will handle inbound contacts via calls and emails, manage portfolios, negotiate within authority, and work with colleagues across the business to meet KPIs while upholding safety and compliance

Qualifications

• B2B contact centre experience is desirable.
• Proven track record in telephone selling, up-selling and cross-selling.
• Account management experience is desirable.
• Self-confidence and strong interpersonal skills.
• A high degree of self-motivation and excellent time-management skills.
• Resilience, persistence and a strong work ethic.
• Target-driven and results-oriented approach.
• Ability to build professional rapport with customers.
• Confidence in handling objections assertively and professionally.
• Ability to manage customer interactions with empathy.
• Strong organisational skills and prioritisation.
• Excellent listening and verbal communication skills.
• GCSE Maths and English are required.

Responsibilities

• Develop and maintain knowledge of our commercial products and services.
• Handle inbound customer contact across calls, emails and other channels with a consultative approach.
• Identify and maximise sales opportunities including up-selling and cross-selling.
• Negotiate sales prices within authority levels to maximise profitability.
• Manage and grow an existing portfolio of commercial accounts, retaining customers, volume and margin.
• Collaborate with Business Account Managers to produce SWOT analyses and identify prospects.
• Support new sales activity for fuel and ancillary products, including re-engagement of lapsed customers.
• Build strong professional relationships to prevent churn and protect existing business.
• Manage sales pipelines, customer retention activity and account records.
• Stay updated on competitor activity and market developments.
• Respond to customer enquiries and keep accounts up to date.
• Handle credit checks, applications, payments and credit/debit note requisitions.
• Record interactions, quotes, sales and enquiries in systems.
• Deliver against targets and KPIs, collaborating with colleagues across the business.
• Proactively identify customer needs and future opportunities.
• Investigate and resolve customer queries and escalate where appropriate.
• Support local marketing activity and customer engagement programmes.
• Promote a positive Health and Safety culture and comply with policies.

Skills

B2B contact centre

Telephone selling

Account management

Interpersonal skills

Time management

Resilience

Results orientation

Listening skills

Verbal communication

Objection handling

Empathy

Organisation

Education

GCSE Maths and English

Job description

At Certas Energy we're keen to take a lead in the industry. We have a culture of strong safety and compliance principles, driven by our dedicated Safety F1rst and Doing the Right Thing (compliance) Initiative. Health and safety is paramount to our business ethos - it is fundamental to good business performance, and integral to long-term business success.

Customer Account Manager

How you'll power our business as a Customer Account Manager

As a Customer Account Manager, you'll play a key role in maximising commercial sales opportunities and delivering an exceptional customer experience. You'll combine consultative selling, strong account management, up-selling, cross-selling and new customer acquisition to grow sales while maintaining sustainable and profitable customer relationships. Working in a quality-focused environment, you'll use your communication, negotiation and relationship-building skills to exceed customer expectations and contribute to the success of the wider team.

What You'll Be Doing

• Develop and maintain a comprehensive knowledge of our commercial products and services.
• Handle inbound customer contact across calls, emails and other channels, using a consultative sales approach.
• Identify and maximise sales opportunities, including up-selling and cross-selling relevant products and services.
• Negotiate sales prices within agreed authority levels to maximise profitability.
• Manage and grow an existing portfolio of commercial accounts, retaining customers, volume and margin while identifying opportunities for development.
• Work closely with Business Account Managers to produce customer SWOT analyses, identify prospects, support order taking and develop accounts.
• Support new sales activity for fuel and ancillary products, including prospecting lapsed and lost customers.
• Build strong, professional relationships with customers to prevent churn and protect existing business.
• Manage sales pipelines, customer retention activity, contractual legal diaries and action plans to prevent account degradation.
• Maintain up-to-date knowledge of competitor activity and market developments.
• Respond professionally to customer enquiries and ensure customer accounts and records are kept up to date.
• Manage customer financial processes, including credit checks, credit applications, payments and credit/debit note requisitions.
• Record customer interactions, quotes, sales and enquiries accurately on the appropriate systems.
• Deliver against individual, departmental and business targets and KPIs.
• Work collaboratively with colleagues across the business to deliver excellent sales and customer service.
• Proactively identify customer needs and future opportunities through effective account management.
• Investigate and resolve customer queries and complaints, escalating issues where appropriate.
• Support local marketing activity and customer engagement programmes when required.
• Promote a positive Health and Safety culture in line with our Safety F1rst principles.
• Ensure compliance with all relevant company policies, procedures, site rules and safety requirements.
• Take responsibility for your own personal development and actively participate in coaching and 1:1 activities.

What We'll Need From You

• B2B Contact Centre experience is desirable.
• A proven track record in telephone selling, up-selling and cross-selling.
• Account management experience is desirable.
• Self-confidence and strong interpersonal skills.
• A high degree of self-motivation and excellent time-management skills.
• Resilience, persistence and a strong work ethic.
• A target-driven and results-oriented approach.
• The ability to build strong and appropriate professional rapport with customers.
• Confidence in handling customer objections assertively and professionally.
• The ability to manage customer interactions with empathy.
• Strong organisational skills and the ability to prioritise effectively.
• Excellent listening skills.
• Excellent verbal communication skills.
• GCSE Maths and English are required.

Why join Certas Energy?

At Certas Energy, our people are key to our success. We are committed to creating a safe, inclusive and supportive environment where everyone can thrive and develop their career.

What You'll Get From Us

• The opportunity to build a rewarding long-term career within a market-leading organisation.
• A supportive and inclusive working environment where your development is encouraged.
• Opportunities to develop your sales, account management and commercial skills.
• Regular coaching, 1:1s and support for your personal development.
• The opportunity to work collaboratively with colleagues across the wider business.
• The chance to make a real contribution to customer experience, sales growth and business performance.
• A strong focus on health, safety and wellbeing through our Safety F1rst culture.

Doing right by everyone

People matter at Certas Energy. We're an equal opportunities employer and we welcome applications from all regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background. We're committed to doing right by our people, so we all feel engaged, motivated and proud to work for Certas Energy.