Aqualytix a part of Severn Trent
Junior Account Manager
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Junior Account Manager
We're looking for a Junior Account Manager to join Howlett Associates, part of the Aqualytix Group.
Job Description – Junior Account Manager
Reporting to – Operations Director
The Company
Howlett Associates Water Treatment Ltd provide water treatment products and ancillary services to the industrial, commercial and local authority market sectors.
The Role
Promote the company, its products and secure sales with users of water treatment / water hygiene products & services within the industrial, commercial and local authority market sectors that are not existing customers.
Maintain an existing customer base with regular contact, seek out opportunities for new product groups and additional sites and provide customer satisfaction through quality of service and technical advice.
Account management and responsibility for achieving budget over a range of product groups within a specified geographical area or customer type.
Service role of 50% time, regular monthly visits to cooling towers and steam boilers.
Responsibilities
- Responsible for ensuring that client’s needs are met and their experience in dealing with Howlett is best in class every time
- Ensuring the customer experience meets their expectations with regards to service levels, quality, timeliness of service delivery and cost
- Advising customers of current legislative and regulatory requirements pursuant to water and wastewater services
- Account Manage a regional portfolio and maximise the up-sale opportunities
- Monitor day to day contract delivery of your customer portfolio to maintain contract performance
- Managing the financial performance on all your customer contracts and liaising with delivery to ensure the best levels of service combined with maximising PBIT
- Manage and own client’s issues and complaints through to resolution
- To develop & maintain trusting relationships with clients, responding to their requirements and looking for future opportunities
- Prepare and lead customer review meetings
- Build a strategic plan to win new customers
- Maintain and ensure compliance with all policies, procedures and standards whether Howlett / Severn Trent Services, client, regulatory, statutory or legal obligations
- Monitor performance of contract delivery
- Assist accounts department to ensure payments are made and revenue collected to balance accounts
- Ensure KPIs & SLAs are adhered to, as well as customer expectations being met
- Reporting of any issues / complaints or discrepancies engaging with all organisations to ensure resolution in a timely manner
- Understand and improve performance against standards set internally, externally and by clients and competitors
- Manage and provide timely feedback to the management team
- Manage compliance of your customer activities within all HSE, governing requirements
- Manage client accounts, ensuring accurate cost recovery
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Experience
- High degree of technical knowledge of Water Treatment & Water Hygiene requirements and best practice
- Good knowledge of operational H&S
- Strong communication skills to build strong relationships at all levels both internally and externally
- Good knowledge of processes with understanding of why decisions are being made
- A wide knowledge of the Water Treatment & Water Hygiene industry and the regulatory, statutory and legal obligations that need to be adhered to
- Ability to build strong trusting relationships
- Strong IT skills
- Understanding of company KPI’s and regulatory targets that are relevant to Business Development
- Knowledge and compliance to audit processes
- Commercial awareness
- Ability to identify and apply industry standards
- Strong track record of stakeholder engagement / management
- A drive to deliver personal, team and company objectives as well as an ability to tackle demanding tasks
- Understanding the costs of failure, responsible for and proven skills in problem solving to find improvements that can enhance the customer experience
- Excellent customer service with the ability to manage escalated calls and complaints with sensitivity and professionalism
- Owning and managing customer accounts
- Experience of the construction, FM industry and managing relationships with external stakeholders
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Key Competencies & Qualifications
- Deep technical expertise in legionella control, water treatment and water hygiene services
- Ability to work to a high level of accuracy
- Good problem solving and improvement implementation skills
- Excellent communication skills at all levels, both internal and external stakeholders using various methods
- Ability to plan and organise well
- Can make the right decisions under pressure to enable quick results
- The ability to set expectations and standards and ensure they are understood and can be followed
- Stakeholder management and influencing skills
- Can act decisively and positively when faced with demanding situations
- Resolves matters effectively and efficiently while always maintaining high levels of customer service
- Proficient in the use of IT
- Willingness to proactively understand the fast-changing environment e.g. regulation or legal changes
- Be able to constructively challenge when necessary
- Ability to broadly manage expenditure and income
- Full clean UK driving licence
- Operational Experience
- Knowledge on Anti-bribery
- Knowledge on Competition Law
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