At a Glance
- Tasks: Manage key customer accounts and ensure outstanding service delivery.
- Company: Join a leading IoT connectivity expert with a global presence.
- Benefits: Competitive salary, career growth, and a supportive work environment.
- Other info: Dynamic team culture with opportunities for international travel.
- Why this job: Make a real impact by enhancing customer relationships and driving service excellence.
- Qualifications: Experience in customer relationship management and strong communication skills.
The predicted salary is between 39600 - 48400 £ per year.
Who Are CSL?
- We are a leading international critical Io T connectivity expert provider specialising in sectors including Building & Security, Healthcare & Telecare, Infrastructure, Retail & Hospitality, and Transport & Logistics.
- We are a rapidly growing, private equity-backed company with an international presence, operating across the UK, Ireland, the Nordics, Benelux, Spain, and North America.
- We have completed 7 acquisitions, with each acquired business adding further expertise and scale to our market-leading propositions.
- We have over 30 years of experience and now operate over 3 million active Io T connections around the world.
- We now have over 270 employees within the Group – and this is growing all the time.
- We are ranked 10th in the 2025 UK’s Best Workplaces™ by Great Place To Work®
- Our high performing team is renowned for delivering leading solutions and services, backed up by world-class customer support across markets that demand nothing less than absolute certainty.
- Our products and solutions have won over 20 awards across a range of industries.
Who Are CSL Looking For?
CSL are looking for an experienced customer relationship / account manager to lead service delivery across their largest customer accounts.
The successful candidate will act as the primary point of contact for key stakeholders, ensuring outstanding customer satisfaction through proactive support, timely issue resolution, and well‑structured review meetings that translate performance insights into continuous improvement.
The role blends commercial acumen with operational discipline: tracking KPIs against contractual obligations, identifying and shaping new opportunities, and presenting clear proposals aligned to customer needs.
To thrive, you’ll bring excellent communication and interpersonal skills, strong problem‑solving abilities and attention to detail, and a proven track record in customer relationship management.
You’ll be comfortable working independently while collaborating closely with cross‑functional teams, proficient with the Microsoft Office Suite and CRM tools, and confident preparing reports and executive‑ready updates.
Knowledge of service management best practices—ideally supported by ITIL certification—will help you safeguard service quality and unlock growth for CSL and its customers.
Duties & Responsibilities
This role will encompass a range of responsibilities including but not limited to:
Customer Relationship Management
- Develop and maintain strong relationships with key customer stakeholders.
- Act as the primary point of contact for the customer, addressing their needs and concerns promptly.
- Ensure customer satisfaction by providing exceptional service and support.
Review Meetings
- Organise and lead regular service review meetings with the customer to discuss performance, issues, and opportunities.
- Prepare and present reports on service delivery, performance metrics, and customer feedback.
- Collaborate with internal teams to address customer concerns and improve service delivery.
Issue Resolution
- Identify and resolve customer issues in a timely and effective manner.
- Escalate complex issues to appropriate internal teams and ensure resolution.
- Monitor and track issue resolution progress, providing updates to the customer as needed.
Commercial Opportunities
- Identify new commercial opportunities within the customer account.
- Develop and present proposals for additional services or solutions that meet the customer's needs.
- Collaborate with sales and marketing teams to pursue new business opportunities.
Operational Requirements
- Ensure all operational requirements for the customer account are met.
- Monitor service delivery and performance metrics to ensure compliance with contractual obligations.
- Implement process improvements to enhance service delivery and customer satisfaction.
- Ensure we are meeting our contractual obligations
Key Skills & Qualifications Sought
- A university degree (or equivalent) would be advantageous ideally in business administration, management, or a related field.
- Proven experience in customer relationship management, preferably in a service management role.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently and as part of a team.
- Proficiency in Microsoft Office Suite and CRM software.
- Knowledge of service management best practices and methodologies.
- Certification in ITIL or other relevant frameworks.
- The role will require occasional international travel alongside visits to client sites across the UK.
Candidates must hold a full UK driving licence and be comfortable travelling as part of their role.
The above should not be viewed as an exhaustive list of skills and/or qualifications but rather CSLs view on the ideal candidate.
If you feel you can meet three quarters of the requirements and learn the rest with support from CSL please apply now with an indication of your salary expectations for the role.
CSL operates as an equal opportunities employer and we welcome all applications regardless of gender, race, disability, sexual orientation, religion or belief, age, gender reassignment, marital or civil partnership status, pregnancy, or maternity.
Service Account Manager in Luton employer: CSL Group
CSL is an exceptional employer that fosters a dynamic work culture focused on innovation and collaboration, making it an ideal place for Technical Support Advisors to thrive. With a commitment to employee growth through continuous training and development opportunities, CSL ensures that its team members are equipped to excel in their roles while enjoying the benefits of working in a cutting-edge industry. Located in a vibrant area, employees also benefit from a supportive community and a strong emphasis on work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Service Account Manager in Luton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CSL Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CSL Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Account Manager in Luton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CSL Group:Your cover letter is your chance to shine! Tell us why you want to work at CSL Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CSL Group!
How to prepare for a job interview at CSL Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
