Our client a central london Authority is seeking to employ for a period of 3 months an Account Manager to join its busy Commercial Waste Services Team.
Day to day particulars of this position are:
- Manage a portfolio of current customers – as defined by the Business Manager - and develop new business within the square mile - delivering excellent customer service at all times. Visit current customers on-site on a regular basis as well as visiting potential customers. Keep up to date files on all customers that are accessible to the whole CWS team, both electronically and manually. Record customer contact on Contender.
- Correspond with customers via telephone, email, and letter as well as to represent CWS at customer meetings. Assess customer satisfaction levels through follow-up discussion and feedback via questionnaires and other methods. Take appropriate action to ensure customer satisfaction is good, or indeed, excellent.
- Nurture and maintain effective relationships with customers at all levels, with an aim to fully understand the customer and their requirements in a flexible and responsive manner.
- Maintain frequent contact with current customers and maximize potential business opportunities; a key aim of this role is to develop the customer base.
- Offer advice to customers on new legislation and new technologies and services available to them. Provide the ability to audit our disposal sites.
- Be an ambassador for CWS – both maintaining and enhancing the reputation of our business, as well as that of the City of London Corporation.
- Develop, identify and follow up on new business leads and opportunities. Manage the sales procedure from commencement through to operation. To prepare quotations for new and revised service specifications, negotiate new contracts and assist with preparing tender documents and presentations to customers.
- The Account Manager will be expected to convert as many opportunities into new business as possible – actively pursuing opportunities for organic business growth and ensuring that target opportunities are strategically aligned.
- Manage business generation activities via computer-based software (most likely Microsoft CRM). As part of this they will provide regular reports to the Business Manager.
- To submit timely and informative reports on potential sales leads, as well as report back to the Business Manager any issues with current customers. This will include presentation of statistical information and analysis of data.
- Support the Business Manager and provide feedback and ideas for ways to improve procedures to increase business output for CWS. Refine and implement new processes and procedures to manage and care for CWS customers - present and future.
- Monitor our customers and work with the Systems Support Officer for Finance to ensure that accounts are up to date, customers are invoiced correctly and aged debt is kept to a minimum.
- Perform Market Research, to highlight opportunities and areas for potential growth, support the expansion of services, Analyse and report upon competitor activity in an informative, coherent and reasoned manner.
- Continually review the sales management and sales administration procedures and work towards the development of standardised account management procedures and business development tools, development of processes focussed on customer retention and achieved by service excellence. Provide the Business Manager and CWS Team with new ideas on the administration of the CWS office.
- Be responsible for filling out Duty of Care paperwork and for filling in customer creation and amendment sheets and providing information for changes of service.
- Assist with the compilation and maintenance of documentation and provide a timely response to enquiries and general correspondence
- Actively seek to implement the City of London’s Occupational Health and Safety Policy in relation to the duties of the post, and at all times give due regard to the health and safety of both themselves and others when carrying out their duties.
- Actively seek to implement the City of London’s Equal Opportunity Policy and the objective to promote equality of opportunity in relation to the duties of the post.
- To undertake any other duties that may reasonably be requested appropriate to the grade