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Retail Account Manager

3 months ago

Reading, Reading, United Kingdom Thames Water Full time
Thames Water is seeking a proactive and customer-focused Retail Account Manager to join our team. As the Retail Account Manager, you'll play a crucial role in managing commercial and customer service relationships with our key stakeholders in the Non-Household Water market.

What you will be doing as the Retail Account Manager: In this dynamic role, you'll be the voice of the retailer within Thames Water and the voice of Thames to the retailers. Your mission? To optimize Thames's commercial outcomes by building effective relationships with our customer base and sharing insight which Thames can be use to enhance our Retailers customer experience.
Key Responsibilities:
  • Build and maintain strong working relationships with our Retailers and Thames Water's internal service managers.
  • Act as a key point of contact for retailers, representing their interests within Thames Water.
  • Support in any required escalations resulting from delivery failures.
  • Drive customer service improvements identified through Account Management engagement activities to improve retailer experiences.
  • Shape and execute Thames's customer interactions, including retailer forums, webinars, Ask the Expert sessions, account management meetings, and ad-hoc communications.
  • Provide regular updates via presentations on services, escalations, and customer concerns to stakeholders at various levels across the business.
  • Document key customer engagement outcomes from meetings and industry events.
  • Resolve complaints and prevent additional service issues through effective early engagement.
  • Advocate for retailers, focusing on improving the overall customer experience within the business.
  • Provide support, guidance, and facilitate onboarding for new Retailers.
What you should bring to the Role:
  • Ability to develop strong and positive working relationships.
  • Approachable with a positive demeanour.
  • Be able to grasp complex information and explain it in simple terms.
  • Adaptability and strong problem-solving skills.
  • Excellent verbal and written communication skills.
  • Competent presentation skills.
  • Experience of customer engagement and ownership of business issues
What's in it for you?
  • A Competitive Salary up to £60,000 per annum depending on skills and experience.
  • Annual Leave - Grade B – 26 days holiday per year increasing to 30 with the length of service. (Plus bank holidays)
  • Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution.
  • Personal Medical Assessments – Open to all once a year.
  • Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.
Who are we?
At Thames Water, our purpose is crystal clear - to deliver life's essential service so our customers, communities and planet can thrive.

Water is life's great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we're committed to taking care of it for us all.

But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?

Working at Thames Water
At Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.

We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds, and differences that each individual brings.

Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.

Find out more about working at Thames Water.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you'll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It's also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.