Account Manager

Job Title

Account Manager – Waste Department

Location

East Midlands, but there maybe a requirement for some National travel.

Reports To

Head of Sales (Waste)

Job Purpose

The Account Manager will be responsible for managing and developing a portfolio of waste management customers, ensuring high levels of client satisfaction, retention, and growth. This role will focus on building strong relationships, understanding customer needs, and providing solutions aligned with Ward’s waste services portfolio.

Key Responsibilities

Client Relationship Management

• Act as the main point of contact for assigned waste management accounts.
• Develop strong, long-term relationships with clients to ensure loyalty and repeat business.
• Schedule and attend regular review meetings with clients to discuss performance, opportunities, and service improvements.

Business Development & Retention

• Identify opportunities to upsell or cross-sell additional waste services.
• Negotiate contract renewals and service agreements to ensure profitable growth.
• Work closely with the sales and operations teams to deliver tailored proposals for new and existing clients.

Service Delivery Oversight

• Liaise with operations teams to ensure service levels meet contractual commitments and client expectations.
• Proactively resolve service issues or complaints, ensuring minimal disruption and positive outcomes.
• Monitor and report on service performance and client satisfaction metrics.

Account Administration

• Maintain accurate records of customer communications, agreements, and performance data.
• Prepare monthly account reports and presentations for internal review.
• Ensure compliance with all company policies, environmental regulations, and health & safety standards.

Key Skills & Competencies

• Strong interpersonal and communication skills, both verbal and written.
• Negotiation and influencing abilities.
• Customer-focused mindset with a track record of building lasting relationships.
• Ability to manage multiple priorities in a fast-paced environment.
• Commercial awareness and the ability to identify growth opportunities.
• Problem-solving and conflict resolution skills.

Experience & Qualifications

• Previous experience in account management, preferably within the waste management, recycling, or environmental services sector.
• Knowledge of waste industry regulations and compliance requirements (desirable but not essential).
• Proven track record in retaining and growing customer accounts.
• Proficient in Microsoft Office (Word, Excel, PowerPoint) and CRM systems.
• Full UK driving licence.

Performance Metrics

• Client retention rate.
• Revenue growth from existing accounts.
• Service level adherence and complaint resolution times.
• Customer satisfaction scores.