Internal Account Manager

Are you an experienced Internal Account Manager with exceptional customer service skills and want to be rewarded and recognised for your outstanding performance?

If you are, you could be exactly what we're looking for.

This role comes with a bonus paid up to 40% of your salary!

Whistl is currently looking for an Internal Account Manager who will be the primary commercial contact for a portfolio of 30-40 customers, with a responsibility to ensure the retention and growth of this customer base.

The ideal candidate will be customer-focused, driven, and someone who thrives in a fast-paced environment.

The main duties and responsibilities of the Internal Account Manager are to:

• Monitor the day-to-day customer experience for a portfolio of customers, ensuring agreed service standards are provided and coordinating corrective action as required.
• Liaise with Implementation, Sales, and Operations colleagues to ensure coordinated and consistent support for customer queries and/or related processes to support customer retention and satisfaction.
• Review performance to defined contract Key Performance Indicators and/or agreed service levels (as per the contract) and make suggestions or recommendations to improve profitability.
• Coordinate the delivery of agreed targets within the agreed budget to meet the wider requirements of the business for the defined customer portfolio.
• Ensure contractually agreed service standards are provided to individual customers.
• Contribute to any contractual negotiations and/or re-negotiations for the defined customer portfolio and produce any related contractual documents as required.
• Provide customers with regular reports in the agreed timescales.
• Understand and work within the policy standards of individual customers to ensure service provisions/requirements are fulfilled.
• Provide administrative support to contracts outside the defined portfolio base, as required.
• Maintain an up-to-date sales/technical knowledge of the Whistl product portfolio.
• Project a professional impression of the company and act in accordance with the relevant industry code of practice.

We welcome applications for this Internal Account Manager role from candidates with any of the following skills: new business, customer retention, stakeholder management, customer support, sales, administration, reporting, as an account manager, contracts manager, customer success manager, or in a similar role.

• Enhanced annual leave entitlement, starting at 31 days
• Access to our prestige benefits and rewards portal
• Long service rewards
• Health cash plan
• Life assurance scheme
• Career development opportunities
• Access to a well-established Employee Assistance Programme
• And other excellent benefits you'd expect from a market leader

Working hours are Monday to Friday, 09:00 to 17:30, with hybrid working opportunities. This role will require extensive use of telephone and face-to-face communication and occasional business travel.

• Effective verbal and written communication skills, including the ability to adapt communication style, amount, and format based on audience.
• Ability to influence at colleague level.
• Able to prioritise and coordinate multiple work requirements to meet deadlines.
• Ability to establish and maintain effective working relationships with co-workers, managers, and clients.
• Able to understand and empathise with customer needs whilst balancing their needs with those of the company.

An A-Level standard or equivalent.

We are the UK's leading delivery management company providing efficient, high-quality and competitively priced services across business mail, parcels, fulfilment and doordrop media in the UK and internationally. Distributing more than 4 billion items annually, we are market leaders in Downstream Access Mail (DSA) services, handling over 50% of bulk business mail in the UK.

We are in the top 100 privately owned companies with 23 locations across the UK. Our success is down to our people and the values we all follow to deliver excellence to our customers.

We think as part of a team, act with a can-do attitude and do the right thing. Following these simple values has resulted in our people delivering and exceeding our business and personal development goals.

We are a 'family' of uniquely different people with strengths in the areas we work in and always have the opportunity to be curious to enhance ourselves.

We are a disability confident employer and embrace Well Being, EDI and ESG to make ourselves and our environment the best it can be.

Due to the nature of our business, this role may be subject to a DBS check.