Account Manager

Salary: £33,000 - £38,000 per year Working Pattern: Monday to Friday 08:00-17:00 (on-site) Contract: Full time / Permanent About Oxwash - come and join the washing revolution!
Our mission at Oxwash is to eliminate the impact of textile care on our planet and its people.  We are now looking for dedicated and experienced Account Managers to join our team and support the seamless operations of our first of its kind plant, Big Blue I in Swindon - the world's first industrial-sized laundry facility, operating with Net-Zero emissions (Scopes 1 & 2), catering primarily to the hospitality and healthcare markets.
Summer 2024 has brought exciting new equipment to the centre of our mission, including a 5-metre Tunnel Washer, a HyDro Water Reclamation System, and enhanced dryers, irons and folders at Big Blue I.
You can read our Sustainability Report for 2023 for more details on Sustainability and Innovation at Oxwash.
If you are looking for a new challenge in a highly innovative and ambitious environment, you identify with our mission, and feel you'd fit perfectly in one of the top 100 organisations to escape to for 2023 , then apply to work with us. You could be a part of the world's first Certified B Corporation carbon-neutral laundry service!
About the Account Manager role Reporting to VP of Business Operations and Strategy, the Account Manager will serve as the key liaison between our customers and internal teams, ensuring queries and complaints are resolved efficiently and to the highest standards.
Leveraging your in-depth knowledge of Oxwash operations, you will manage customer communications across multiple channels, coordinate internal resources, and champion customer satisfaction to support retention and operational excellence.
You will operate at the interface between our operations and our customers and be present on-site at our plant Big Blue I when not out with customers. This role also encompasses onboarding high-value customers, maintaining inventory accuracy, and utilising technology platforms to streamline customer support processes.
Key responsibilities Customer Engagement Serve as the primary point of contact for customer queries via phone, email, and chat, resolving issues promptly and escalating when necessary.
Lead onboarding for high-value customers, providing training on new technologies and platform updates.
Proactively manage customer renewals, address concerns, and identify opportunities for upselling and cross-selling.
Analyse customer data to minimise churn risk and develop tailored retention strategies.
Collaborate with customers to propose solutions that align with their goals, driving satisfaction and loyalty.
Track renewal rates and provide performance insights to senior management.
Internal Collaboration Facilitate communication between customer support, operations, and other teams to resolve issues such as order delays or complaints efficiently.
Maintain and share knowledge of operational processes and customer support procedures.
Escalate and review complaints regularly, ensuring swift resolution and continuous improvement.
Keep internal documentation for customer support processes up to date and train team members as needed.
Systems & Inventory Management Ensure customer information and records are current, following internal procedures.
Oversee ticketing software, integrations, and automation for customer service processes.
Conduct stock checks at customer sites, working with operations and procurement to manage inventory and address discrepancies.
Maintain accurate inventory records and provide timely reports.
Key relationships Operations Managers - You will work closely with the Operations team to discuss issues raised by customers, and provide first hand customer feedback on the overall service.
You will act as the ambassadors of our customers within Oxwash and work proactively to support our operational teams in service delivery.
Sales Team - Working with the sales team to mobilise and own account management for new clients.
Ensuring structured, high quality mobilisation and build strong client relationships.
Requirements Technical competency Specialist + technical knowledge - You will have a strong specialist and technical knowledge of a full spectrum of customer issues, and apply them in a way that reflects best practice and helps manage risk. This includes but is not limited to: operations, systems, processes and best practice; and understanding of terms and conditions, how they apply and what protections these provide to Oxwash and the Customer.
Technology, automation and IT literacy IT Literacy - You will have a strong understanding of reporting capabilities within Hubspot (our CMS) and being able to manipulate data to provide context to the wider business regarding customer feedback.
Technology - You will also have or are able to develop a full understanding of how operational systems work such as logistics tracking and warehouse management systems (WMS) and how our customers and clients interact with these.
You should be able to articulate customer feedback about our systems.  Interpersonal skills Listening and empathy - You should be able to demonstrate effective listening skills empathy with our customers to resolve issues and complaints to maintain our customers confidence in us Organisational - You will need to work across multiple channels to enable speedy resolution of customer issues and collaborate internally, manage tasks and prioritise effectively Resilience - You should possess a high level of EQ (Emotional Quotient), using customer feedback as an opportunity to improve processes.
You should be able to stand your ground with difficult customers and calmly and clearly communicate on behalf of Oxwash at all times.  Collaboration - You will need to work closely with Client and Operations teams to address and resolve issues and successes.
Having a strong collaboration skill is essential to ensure that customer and client issues are heard and action plans created to resolve these issues Sustainability and values - You are expected to be a champion for sustainability initiatives and improvements and be able to articulate to our customers the benefits of using our service vs. the industry, whilst embodying our values of creativity, excellence and integrity.  Benefits A salary of £33,000 - £38,000 per year depending on experience Generous EMI share options, following successful probationary period ? Enjoy 31 days of holiday (including bank holidays) plus, the option to purchase additional holiday days and take your birthday off!
Uniform and equipment provided by Oxwash.
You may also get an allowance to buy work related equipment.
Employee discount on personal laundry and wet cleaning Free, confidential mental health support + 1 Mental Health Day off A funded health cash plan and enhanced sick pay Cycle to work scheme Oxwash cares deeply about leading the way as an employer and providing a more inclusive and diverse workplace for all.
We are an equal opportunity employer and value diversity at Oxwash.
We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, pregnancy and maternity, marital status or disability status.
Please let us know if you would benefit from any reasonable adjustments in order to participate fully in our recruitment process.