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 experienceDuties:Customer Experience & Service PerformanceOwn customer-facing service performance, including SLAs, response times and service commitmentsVisit customer sites & conduct site performance reviews with customersAct as the voice of the customer internally, ensuring customer impact is understood in decision-makingDrive improvements in customer satisfaction, retention and complaint reductionRoute Planning & Job ControlLine manage the Route Planning team to ensure jobs are prioritised and scheduled effectivelyMonitor jobs at risk of SLA breach and intervene early to prevent service failureBalance customer impact with operational constraints when capacity is limitedOwn inbound and outbound customer communication standards and processesEnsure customers receive timely, clear updates on ETAs, delays and outcomesAct as senior escalation point for customer-impacting service issuesLead service recovery when things do not go to planCross-Functional CollaborationWork closely with Planning, Technical Operations, Sales and FinanceEnsure customer expectations are operationally deliverable and clearly communicatedSupport onboarding, renewals and retention with strong service insightWhat We’re Looking For:Proven experience in a National Account, Customer Experience, Service Management or Customer Success roleStrong understanding of SLA-driven, field-based service environmentsExperience managing planning, scheduling, service coordination or CX teamsConfident handling escalations and complex customer situationsStrong communication and stakeholder management skillsData-driven mindset with experience using KPIs and dashboardsExperience in technical service, utilities, vending, coffee, facilities or similar environmentsCRM or service management system experienceExperience working across multi-site or multi-contract operationsPersonal AttributesCalm and decisive under pressureCustomer-focused but commercially awareComfortable challenging and influencing across teamsOrganised, proactive and outcome-drivenWhy Join Us:Senior role with real authority and impactOpportunity to shape how customer experience is delivered at scaleCollaborative leadership team and clear operational structureCompetitive salary and benefitsReady 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.
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