National Account Manager

Role Overview:

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

Customer Communication & Escalation

• 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:

Essential

• 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

Desirable

• 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