Desk Based Account Manager

Adecco; Tunstall; On-site; GBP 24,000 - 32,000; Full time

Job summary

Adecco is seeking a Desk Based Account Manager to manage a portfolio of customer accounts from our Stoke-on-Trent base. You will be the primary contact for day-to-day queries, building strong relationships and ensuring service excellence while identifying growth opportunities.

You will collaborate with internal teams to deliver seamless service, support renewals, and contribute to KPI performance through proactive account management and accurate reporting.

Qualifications

• Experience in Account Management or customer-facing roles.
• Strong relationship-building and stakeholder management.
• Proactive in identifying growth opportunities and upselling.

Responsibilities

• Manage a portfolio of customer accounts and be the main point of contact for day-to-day queries.
• Build strong relationships and understand client business needs.
• Deliver high level of service and meet client expectations.
• Collaborate with internal teams to ensure smooth service delivery.
• Identify opportunities to grow existing accounts and discuss pricing.
• Support contract renewals, reviews and forecasting.

Skills

Account Management

Customer relationships

CRM systems

Communication

Excel

Tools

Salesforce

WMS

Reporting systems

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.

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