Account Support Manager

Contract Type
Regular

About Autoglass And Laddaw
We're a recognised superbrand and we know where we're going. We're a business with direction and purpose and regardless of your role here, it's about us all making a difference with real care. We never stand still. We're relentless, innovative and ambitious, always looking to go further and improve, which creates a world where we need genuine and driven people to help us get there.

Making a Difference Together.
As a truly people focused business, we believe in promoting opportunities for all, welcoming people who share our passion for enabling exceptional customer experience. We'll support you with fantastic tools and training in an atmosphere that encourages idea contribution and collaboration working with warm, friendly and real people. If this sounds like somewhere you'll thrive, keep reading.

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Account Support Manager
Bardon 3-days per week / Hybrid
£41,000 + up to 20% annual company performance related bonus, private medical cover, 25 days annual leave + bank holidays
Who We Are
Belron UK Ltd (trading as Autoglass and Laddaw) are part of the global Belron group of companies, the world's leading vehicle glass repair and replacement business. Home to 29,000 employees, Belron operates across over 30 countries and 6 continents to ensure all our customers receive the best quality service.

Our Values of Caring, Genuine, Collaborative and Driven are our DNA and underpin everything we do by shaping how we interact with our people internally, and our external partners and customers.

Our purpose as one of the Belron group of companies, is
making a memorable difference with care
.

Job Summary
The Account Support Manager is a core role within the Laddaw wholesale team, responsible for delivering consistent support and performance management across a defined geographic region and portfolio of wholesale customers.

Reporting to the Customer Engagement Manager, this role ensures every customer receives a proactive and high-quality service experience, whilst also playing a key part in identifying opportunities for improvement and growth through account gap analysis.

Accountabilities And Responsibilities

• Manage and support a defined portfolio of wholesale customers within an assigned region, providing proactive and reactive solutions to ensure customer satisfaction and financial performance align with expected or budgeted targets.
• Respond to customer enquiries via webchat, phone, and email with a professional and timely approach, supporting KPIs such as call volumes, abandoned rate, and customer feedback.
• Prepare and issue accurate quotations, negotiate prices within agreed limits, and process customer orders efficiently, maintaining a high standard of accuracy and service turnaround time.
• Accurately manage all paperwork and digital records in line with internal procedures and compliance standards.
• Contribute to a positive team environment, supporting team engagement and productivity metrics.
• Plan, prioritise, and manage tasks across multiple systems to ensure internal and external customers are served efficiently and accurately.
• Act as a key support for day-to-day enquiries and service delivery for key customer accounts, helping maintain high performance in customer retention and satisfaction.
• Conduct regular account gap analysis to identify underperformance, risks and opportunities, and use this information to form account plans, working closely with the customer to ensure successful outcomes
• Take proactive action to address service gaps and improve customer satisfaction and account health.
• Serve as a key point of contact for day-to-day customer queries, issue resolution, and service delivery.
• Align with the priorities and execution plans as set out by the Customer Engagement Manager.
• Work in close partnership with the Strategic Account Manager, supporting shared customer objectives and strategic initiatives.
• Support the delivery of consistent and positive customer experiences across the entire wholesale customer base by working closely with Sales Coordinators.
• Monitor customer activity, performance metrics, and trends within portfolio to drive revenue and customer satisfaction.
• Escalate issues and support resolutions in coordination with cross-functional teams (Sales, Supply Chain, Customer accounts).
• Maintain accurate records of customer interactions, actions taken, and outcomes achieved using Salesforce sales cloud applications.
• Contribute to continuous improvement initiatives by sharing insights and feedback from customer interactions.
• Be the daily point of contact for all Laddaw collection points and Mini Distribution Centres in allocated region.
• Support customer retention and account development efforts by identifying upsell or cross-sell opportunities.
• Execute outbound sales campaign activities against key metrics; formulating a plan based on a defined portfolio of customers, to include email, telephone, face to face where required and setting up meetings with the Strategic Account Manager and supplier partners
• Attend meetings across allocated geographical region where needed.
• Support the scheduling of meetings along with preparations for the Strategic Account Manager.

Skills, Experience And Qualifications

• Telesales/outbound sales experience
• Account management and/or customer service experience
• Organised, with high attention to detail, highly inquisitive with a desire to improve.
• Good interpersonal skills – a proactive collaborator who is effective at communicating.
• Salesforce Sales Cloud is desirable but not essential

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Accessibility:
We make every effort to make our web presence accessible to all. Upon request and consistent with applicable laws, we'll provide reasonable accommodations to individuals who need assistance in the application/hiring process. For assistance, contact us