Customer Account Manager in Manchester

Monkhouse Schoolwear Specialists was established in 1938 and is one of the country’s largest multi-channel retailers of school uniform. It works together with its sister brand SWI, which provides a high service online only proposition to schools. We aim to give every child the chance to shine, by providing products that give all children an equal opportunity to develop, perform and feel good about themselves. Here, service is everything and we are renowned for our ethically sourced, value-for-money product choice and quality.

We are part of a market-leading, national Group with an ambitious team of c.500 people across c.45 national locations and a combined turnover of c.£80m. We work with an extensive network of retail/e-tail/online partners and are acquisitive and growing at a significant pace, so working here is fun, stretching and rewarding.

You will pro-actively manage a portfolio of customers, deep diving into their historical transactions and behaviours and be a dedicated customer contact. You will build and sustain long lasting internal and external relationships, ensuring service delivery is exceptional to all. You will be reporting directly into the Customer Experience Team Leader.

In addition, you will support the Customer Relationship Manager to identify early sales opportunities and communicate them internally in a timely manner and attend regular meetings with the CRM and internal centric teams to better understand and deliver the needs of your customers.

Your key deliverables:

• Dedicated contact for external customers and ensuring any internal communication is routed through you.
• Manage any foreseen issues and customer complaints in a timely manner to ensure reputation and relationship is not damaged.
• Respond to customers via telephone and e-mail within our agreed service level agreement.
• Ensure annual communications regarding stock holding, price increases and peak performance are delivered on time. Keeping customers informed of order delays and garment faults channelled through our Supply Chain team.
• All customer data is accurate and up to date at all times.
• Identify and continuously monitor dormant and ‘dead stocks’ and liaise with area sales manager on how to handle this stock.
• Customer samples and contracts are sent out correctly and internal procedures are followed on receipt of the signed contract.
• Create and maintain customer-specific product range information on the web page and IT platform.

Your skills & attributes:

• Ability to form lasting relationships with internal and external customers.
• Inbound/outbound telephone experience.
• Well organised with excellent time management skills.
• Excellent communication skills.
• Product knowledge or ability to develop this in a short period of time.
• Ability to handle and resolve customer complaints.

Social Environmental Responsibility (SER)

We take our sustainability responsibility extremely seriously, and it is only with the full cooperation of each and every one of us, that will ensure we deliver on our sustainability objectives. Below are 5 things we want you to build into your day-to-day responsibilities:

• Switch off lights when the space is not being used.
• Switch off computers at the end of every day.
• If possible, avoid using one-use plastic water bottles.
• Only fill up the kettle for the number of cups of hot drinks you are making.
• Dispose of waste responsibly by using our recycling processes.

Working days and hours

This is a hybrid role, working in the office Monday to Wednesday and Thursday and Friday remotely. Your hours will be 8.30 to 5.00pm with an early finish on Fridays during our winter months (October to March).

Our location

We are based in the lovely area of Altrincham, in a modern office with free parking and in walking distance of local shops.

The team

You will join the 14 strong and passionate Customer Experience team who work across our different brands.

Career opportunities

We are a business of two parts, wholesale and retail with multiple product specialist brands. With this comes excellent future career opportunities should you wish to progress your career further.

Monkhouse is committed to supporting, developing and promoting equality of opportunity and diversity in all our business activity. We value different perspectives and believe that diversity makes us stronger. We aim to provide an inclusive culture, free from discrimination and based on the values of dignity, courtesy and respect. We believe that everyone has the right to be treated in accordance with these values.

Monkhouse is part of Banner Ltd which is B-Corp certified, and these values are an essential element of our culture. If there is anything we can do to accommodate you to participate fully in the recruitment or interview process, please let us know.

This job description is a tool to help both the Company and the individual understand the main responsibilities of the role. It is not intended to be an exhaustive or complete list of all possible tasks. Everyone is expected to be flexible in their approach and to take on tasks as reasonably requested. The Company reserves the right to change the tasks and responsibilities of the role according to business need.

Please submit your application as directed on this website. If you have any questions or would like to discuss the role before applying please contact us at recruitment@banner.co.uk.

By submitting your application you agree to the retention of all information submitted through your application including contact details, CV, covering letter and interview notes for a maximum of one year from the date of your application.

Candidates submitted by agencies without express agreement will be regarded as not being represented by that agency and Monkhouse Limited, Banner Limited nor any linked or subsidiary will be liable for any fees associated with future employment of that candidate.