Customer Account Manager

Customer Account Manager

As a Customer Account Manager at Commercial, you will be committed to ensuring high-quality customer service is consistently provided by yourself to both internal and external customers alike. You will look after a large customer base, supporting accounts of varying sizes, with different needs, within a range of sectors.

You will work closely with the Head of Client Experience acting as the first point of contact to support you, assist with resolving escalated queries, follow best practice processes, increase revenue through product swaps and margin improvement, and most importantly create 'raving fans'.

Responsibilities

• Take ownership of your own account base, while clearly understanding the teams accounts and the VIPs associated with each client.
• Providing first class customer service to both internal and external customers by consistently developing communication structure.
• Successfully grow your account base through cross selling and upselling, uncovering opportunities for all departments.
• Maintain buddy notes, 'cheat sheets' and best practice on a quarterly basis, ensuring that the 'baton' is passed successfully.
• Focus on increasing efficiencies, speed, accuracy and recognising opportunities for improvement to increase service, which includes more customer facing duties, but also back-office management.
• Be an ambassador for customer service, creating first class service and adopting the 'Raving Fans' principles.
• Continue to work closely with other areas of the business, creating internal 'raving fans' and sharing examples of positive results with your line manager.
• Deal with complex client situations, such as returns and warranty disputes, in a calm and positive manner.
• Complete margin exception reports across all account bases.
• Be accountable for processing orders, resolving customer queries, liaising with suppliers & arranging suitable delivery methods.
• Create strong relationships with suppliers, building a knowledge of which to utilise on various projects for clients.
• Making your customers aware of promotional activity and/or product development on their accounts.
• Source alternative and bespoke product lines for your customers, advise Business Development Managers of changes and suggestions.

About You

• You will demonstrate previous experience working within a customer service environment.
• You will display a passion for customer service with the ability to build long lasting 'raving fans' with internal and external customers.
• You will have a flexible and adaptable approach, thriving in an every-changing environment.
• You will be an enthusiastic communicator, with the ability to encourage an open and honest atmosphere.
• Highly proficient with Microsoft office packages.

About Us

We're Commercial – a purpose-driven, people-first organisation that's on an exciting journey to reach a £100m annual turnover and beyond. But what really defines us isn't just the numbers – it's the people, the culture we've built, and the innovative spirit that drives us forward.

As Business Transformation Specialists, we combine original thinking with practical expertise to improve the everyday experiences and outcomes for our clients. Our areas of specialism include Managed IT, Smart Technologies, Digital Workspace, Interiors, Office Supplies, PPE, Facilities, and Workwear.

In August 2025, we proudly achieved Ecovadis Platinum status, placing us among the top 1% of companies assessed worldwide for sustainability.

We're proud to be #commercialbynature – a team driven by values, sustainability, and continuous improvement.

And now is a particularly exciting time to join us. Our Commercial HQ is undergoing a full refurbishment – and you'll be working in a brand new, state-of-the-art office space, purposefully designed to support creativity, collaboration, and wellbeing.

Benefits

We commit to ensuring all our employees feel truly valued and appreciated for the work that they do, every day. As a member of the Commercial team, you will receive the following:

• A base salary of up to £30,461 per annum
• An annual bonus scheme of £1000, paid quarterly upon successful achievement of KPIs and customer service survey feedback
• A generous holiday allowance of 25 days plus bank holidays, which increases with length of service
• An enhanced family leave package to support you and your growing family
• Life Assurance, offering peace of mind with cover equivalent to four times your salary
• Access to health & wellbeing support – including 24/7 GP access, physiotherapy, and a confidential Employee Assistance Programme
• Free mortgage advice from leading broker Charles Cameron & Associates, available to you, your family, and friends
• Feel-good extras – including volunteering days, onsite parking at all four of our offices, free refreshments, an employee community platform to stay connected to like-minded colleagues, weekly company-wide Learning Days – a chance to share ideas, gain fresh insights, and explore a wide range of topics together, cycle-to-work and EV schemes, flexible working options, and much more!

Training and Development

At Commercial, we invest in our people, 86% of our Senior Managers and 80% of our Directors have been promoted within. Whether you're just starting out or looking to grow, your development journey is as unique as you are – and we'll support you every step of the way by offering training and development opportunities for career growth.

Diversity & Inclusion

At Commercial, we believe our differences make us stronger. We are committed to creating a workplace where everyone feels seen, heard, and valued – no matter your background, belief, identity, or way of life.

We're proud to stand beside one another through life's ups, downs, and everything in between. Our Diversity & Inclusion initiatives – including support around menopause, neurodiversity, mental health, and more – are just one of the ways we look out for each other and celebrate what makes us unique.

We hire people, not checklists. So even if you don't tick every box in the job description, we'd still love to hear from you. Your potential, passion and perspective might be exactly what we're looking for!

We are an equal opportunity employer and welcome applications from all individuals, regardless of race, ethnicity, gender identity, age, religion, disability, sexual orientation, or socio-economic background.