Desk Based Account Manager

Adecco; Stafford; On-site; GBP 25,000 - 31,000; Full time

Job summary

Adecco is seeking a Desk Based Account Manager in Stoke-on-Trent. You will be the primary contact for a portfolio of customer accounts, handling day-to-day queries, and driving client satisfaction.

This role focuses on relationship management, service delivery, and identifying growth opportunities. You will work with internal teams to resolve issues, support renewals, and analyse KPI trends to continually improve account performance.

Qualifications

• Previous experience in Account Management or customer-facing roles.
• Strong relationship-building skills and ability to manage key accounts.
• Commercially aware with proactive growth mindset.
• Experience using CRM systems and Microsoft Excel.
• Excellent communication and stakeholder management.

Responsibilities

• Manage a portfolio of customer accounts and be the main point of contact for day-to-day queries and support.
• Build strong relationships with customers and understand their business objectives.
• Deliver high levels of customer service and ensure client expectations are met.
• Coordinate with internal teams to ensure smooth service delivery and resolve issues.
• Identify opportunities to grow existing accounts through additional services.
• Support contract renewals, account reviews and pricing discussions.
• Monitor account performance, analyze KPIs and provide improvement recommendations.
• Produce regular reports and track trends.
• Liaise with customers regarding future demand, forecasts and activity.
• Coordinate with operations to ensure resources and capacity.
• Maintain accurate customer records in CRM and log all activity.
• Assist onboarding of new customers and ongoing account development.

Skills

Account management

Relationship building

CRM systems

Excel

Communication

Job description

Desk Based Account Manager
Location: Stoke-on-Trent

Salary: 28,000 + bonus

Hours: Full Time, Monday to Friday

An exciting opportunity has arisen for an experienced Desk Based Account Manager to join a growing organisation.

Key Responsibilities

• Manage a portfolio of customer accounts and be the main point of contact for day-to-day queries and support.
• Build strong relationships with customers, gaining a clear understanding of their business needs and objectives.
• Deliver a high level of customer service and ensure client expectations are consistently met.
• Work closely with internal teams to ensure smooth service delivery and resolve any issues efficiently.
• Identify opportunities to grow existing accounts through additional services and commercial opportunities.
• Support contract renewals, account reviews and pricing discussions.
• Monitor account performance, analyse KPIs and provide recommendations for improvement.
• Produce regular reports, track trends and investigate any service-related issues.
• Liaise with customers regarding future demand, forecasts and upcoming activity.
• Coordinate with operational teams to ensure adequate resources and capacity are in place.
• Maintain accurate customer records using CRM systems and ensure all account activity is logged correctly.
• Support the onboarding of new customers and ongoing account development.

Skills & Experience

• Previous experience within Account Management, Customer Success or a customer-facing role.
• Strong relationship-building skills with the ability to manage and develop key accounts.
• Commercially aware with a proactive approach to identifying growth opportunities.
• Experience using CRM systems and Microsoft Excel.
• Excellent communication and stakeholder management skills.
• Strong organisational skills with the ability to manage multiple priorities.
• Comfortable analysing data, reviewing performance and identifying trends.
• A customer-focused approach with strong problem-solving abilities.

Desirable Experience

• Experience within logistics, fulfilment, supply chain or e-commerce environments.
• Knowledge of order fulfilment, returns processes and service level agreements (SLAs).
• Experience using Salesforce, WMS or other business reporting systems.
• Understanding of both B2B and direct-to-consumer operations.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.