Customer Service Account Manager

TN United Kingdom; Knottingley; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Service Account Manager to deliver exceptional service to UK Tankers accounts. This role involves managing budgets, executing improvement plans, and ensuring customer satisfaction through effective communication and analysis. The ideal candidate will have a strong background in customer service management, with a focus on KPIs and margin improvements. Join a dynamic team dedicated to excellence and make a significant impact in a thriving environment.

Qualifications

• Proven experience in customer service management roles.
• Strong analytical skills for KPI and margin improvement.

Responsibilities

• Manage planned margins and execute improvement plans.
• Ensure accurate rates and maintain contracts for customers.
• Drive customer satisfaction and manage complaints effectively.

Skills

Customer Service Management

Margin Improvement Plans

Service Level Agreements

KPI Reporting

Asset Management

Education

Bachelor's Degree in Business Management

Job description

Social network you want to login/join with:

Customer Service Account Manager, Knottingley

Client:

TIP Group

Location:

Knottingley, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

3f61404e5b5e

Job Views:

6

Posted:

05.05.2025

Expiry Date:

19.06.2025

Job Description:

Scope: This Customer Service Manager role is responsible for delivering World Class Customer Service to the UK Tankers accounts. As well as being responsible for delivering excellent customer service, the CSM manages the maintenance budget (Operational Plan & Customer CV) and rebills. The Manager will work closely with the Customer Service Leader to achieve the set targets for the Customer Service Center (CSC).

Responsibilities:

Profitable Growth

• Manage planned margins/CV to achieve targets.
• Identify improvements and execute Margin Improvement Plans, facilitating quarterly Contract reviews. Develop action plans for missed margins.
• Create and maintain Service Level Agreements per customer for vendors.
• Identify internal and external process improvements.
• Achieve targets on Cost per Maintained Unit on Rent (CPMUOR) according to Operations Plan (Long Term Lease).

World Class Customer Service

• Ensure all rates are accurate and current in business applications, using the correct account.
• Define and execute action plans from customer visits.
• Create and maintain contracts, and drive margin and KPI improvements.
• Execute & maintain Statement of Work.
• Manage delinquency and review with credit control as appropriate.
• Perform Asset Management related tasks.
• Report weekly on department KPIs (including NPS, MY intelligence accuracy, etc.).

The Customer Service Manager should understand and drive improvements in customer satisfaction.

• Conduct happy calls or visits with customers in the portfolio.
• Act on Net Promoter Score (NPS) operational items to improve satisfaction.
• Manage complaints by identifying trends and implementing improvements.
• Analyze credit notes trends and implement improvements to reduce credit notes.