We are looking for an experienced National Account Manager to own and improve the end-to-end customer experience across our service operations.
This is a senior role responsible for service responsiveness, SLA performance, customer communication and escalation management.
You will ensure that customer commitments are met consistently by aligning planning, service delivery and communication around clear customer outcomes.
You will not manage engineers or technical delivery – instead, you will orchestrate service activity to ensure customers receive a proactive, transparent and reliable experience
Duties:
Customer Experience & Service Performance
Own customer-facing service performance, including SLAs, response times and service commitments
Visit customer sites & conduct site performance reviews with customers
Act as the voice of the customer internally, ensuring customer impact is understood in decision-making
Drive improvements in customer satisfaction, retention and complaint reduction
Route Planning & Job Control
Line manage the Route Planning team to ensure jobs are prioritised and scheduled effectively
Monitor jobs at risk of SLA breach and intervene early to prevent service failure
Balance customer impact with operational constraints when capacity is limited
Own inbound and outbound customer communication standards and processes
Ensure customers receive timely, clear updates on ETAs, delays and outcomes
Act as senior escalation point for customer-impacting service issues
Lead service recovery when things do not go to plan
Cross-Functional Collaboration
Work closely with Planning, Technical Operations, Sales and Finance
Ensure customer expectations are operationally deliverable and clearly communicated
Support onboarding, renewals and retention with strong service insight
What We're Looking For:
Proven experience in a National Account, Customer Experience, Service Management or Customer Success role
Strong understanding of SLA-driven, field-based service environments
Experience managing planning, scheduling, service coordination or CX teams
Confident handling escalations and complex customer situations
Strong communication and stakeholder management skills
Data-driven mindset with experience using KPIs and dashboards
Experience in technical service, utilities, vending, coffee, facilities or similar environments
CRM or service management system experience
Experience working across multi-site or multi-contract operations
Personal Attributes
Calm and decisive under pressure
Customer-focused but commercially aware
Comfortable challenging and influencing across teams
Organised, proactive and outcome-driven
Why Join Us:
Senior role with real authority and impact
Opportunity to shape how customer experience is delivered at scale
Collaborative leadership team and clear operational structure
Competitive salary and benefits
Ready to join us?
If you're looking for a role that offers challenge, growth, and the chance to shape the future of a fast-growing business, we'd love to hear from you.
#J-*****-Ljbffr