Service Account Manager

Hollybank Trustees Ltd; Basildon; Hybrid; GBP 32,000 - 38,000; Full time

Benefits offered by this job

Pension (Salary Sacrifice)

20 days annual leave

EV Salary Sacrifice scheme

Life Assurance

Job summary

TSG UK is seeking a Service Account Manager in a hybrid Basildon, UK location. You will be the essential interface to customers, responsible for daily management of key service accounts and contracts in the petroleum and EV retail industry.

You will collaborate with operations and project delivery teams to ensure continuous improvement, meet KPIs, and drive growth opportunities while ensuring smooth day-to-day running of work orders and client calls.

Qualifications

• Client-facing account management experience.
• Strong verbal and written communication skills.
• Ability to analyse data and extract insights.
• Proven ability to build and maintain client relationships.
• Experience in managing contracts and KPIs.

Responsibilities

• Act as the key interface between the customer and the business for the accounts assigned to you.
• Build, maintain, and cultivate strong customer relationships.
• Deliver contractual obligations and drive improvements for both parties whilst maintaining profitability.
• Understand customers' needs and ensure actions meet their expectations.
• Proactively manage customer expectations and handle conflicts.
• Identify, resolve, and manage client issues end-to-end promptly.

Skills

Client-minded

Communication

Negotiation

Organisational

Relationship-building

Job description

Location: Hybrid / Basildon, UK
job type: Permanent / Full-time
Sector and subsector: Client Services | Account Management
Annual Salary range:from £ 32,000.00 to £ 38,000.00

About the Opportunity

As a Service Account Manager with TSG UK, you will be the essential interface to our customers and responsible for the daily management of key service accounts and contracts within the petroleum and EV retail industry.

What you’ll do

You’ll work closely with the operational and project delivery teams to ensure continuous improvement and effective delivery, driving your KPIs, focusing on contract profitability, identifying growth opportunities, and ensuring smooth day-to-day running of work orders and calls placed. You will work closely with the Operational Teams and Regional Manager to ensure issues are resolved quickly and planned works are completed on time.

Key Responsibilities:

Customer & Account Management

• Act as the key interface between the customer and the business for the accounts assigned to you.
• Build, maintain, and cultivate strong customer relationships.
• Deliver contractual obligations and drive improvements for both parties whilst maintaining the expected profitability level.
• Understand customers' needs and ensure these are represented through actions that meet their expectations.
• Proactively manage customer expectations and handle conflict and difficult conversations as and when they arise.
• Identify, resolve, and manage client issues and concerns from start to finish in a timely manner, ensuring the best possible outcome for both parties.

Contract & KPI Management

• Manage each contract's individual KPIs, ensuring they are met and overdue calls are managed daily and within agreed timeframes.
• Manage account-specific KPIs through regular data analysis, gap analysis, root-cause analysis, and countermeasure/solution development to drive improvements and ensure no penalties are paid on the account.
• Understand the inclusions and exclusions of contracts to ensure work is carried out within the agreed terms.
• Ensure any additional work undertaken is fully quoted for and invoiced accordingly.
• Submit quotations and manage additional/ad-hoc work through to completion for contract exclusions
• Maintain a strong focus on contract profitability and identify opportunities for account growth.

Operational & Project Delivery

• Engage with relevant internal and external teams to ensure the on-time delivery of agreed projects and planned works for customers.
• Flag potential risks faced on the account and work to implement appropriate countermeasures where required.
• Work closely with Operational Teams and the Regional Manager to ensure issues are resolved quickly and planned works are completed on time.
• Attend sites and build relationships with engineers.
• Carry out safety discussions to drive the overall health and safety culture whilst expanding your working knowledge of the activities carried out.
• Attend and participate in departmental daily management meetings.

Customer Reviews & Reporting

• Carry out regular customer meetings and account reviews with clients.
• Run internal account review updates with the senior management team.
• Use data and analysis to provide and present insights both internally and externally.
• Ensure account performance, risks, issues, and opportunities are effectively communicated.

About You

You have a proven track record in account management coupled with the ability to foster and nurture relationships at all levels. A strategic thinker, you are constantly considering the impact of internal and external actions on how you manage your accounts. You'll be a proactive learner with a curious mind, keen to understand your clients whilst keeping up to date with our industry. The following skills and attributes will provide the foundation for your success in this role:

Skills and experience

• Client-minded, with strong communication, collaboration, and negotiation skills.
• Clear communication skills at all levels, both verbal and written, along with previous experience of presenting.
• Ability review data and use it to provide insights both internally and externally.
• Exceptional organisational skills, with the ability to manage multiple projects, administration, and clients.
• Strong sense of integrity, with a keen understanding of how to build relationships.
• High level of responsibility and accountability when managing contracts.
• Driving license

Personal Attributes

• Customer-focused and relationship-driven.
• Commercially aware, with a strong focus on contract profitability.
• Strategic and analytical in their approach.
• Highly organised and able to manage multiple priorities.
• Comfortable managing challenging situations.
• Proactive, curious, and committed to continuous learning.
• A confident communicator and negotiator.
• Collaborative and comfortable working across operational and project teams.
• Accountable and able to take ownership of customer relationships and contractual performance.
• Professional, trustworthy, and able to demonstrate a strong sense of integrity.

Working Pattern:

• Flexible Hybrid
• Other: Travel to client facilities and sites will be required

Compensation:

• Pension (Salary Sacrifice)
• 20 days annual leave, plus bank holidays
• EV Salary Sacrifice scheme
• Life Assurance

At TSG UK we fully support and encourage your professional development. This position offers a range of progression pathways, including scheduling, projects and management opportunities.

Diversity, Equity and Inclusion; our commitment to DEI: We are proud to be an equal opportunity employer. We are committed to treating all employees and applicants fairly, regardless of age, disability, gender, sexual orientation, pregnancy, race, religion, ethnicity, or marital status. We value the diverse perspectives that an inclusive workforce brings and encourage candidates from all backgrounds to apply and contribute to our mission.