Account Manager

JOB PURPOSE

This role is primarily to account manage our silver customer on a specific territory, upsell and grow the accounts and retain business in line with the company targets and objectives. The company's mission is to be the leading independent provider of commercial waste services in our chosen conurbations. To achieve this by dynamic growth and exceptional customer service. With a workforce who are responsive, customer-focused and are Right First Time in their work.

MAIN TASKS AND ACTIVITIES

• Directly responsible for effective customer contact and retention
• Building an internal relationship with the relevant managers/administration teams to ensure we respond to any underlying customer concerns
• Ensuring these relationships with customers, reducing exposure to potential bad debts
• Help design, implement and maintain a set of comprehensive policies and procedures.
• Introduce visit/call plans to all silver customers
• To be pro-actively supporting marketing to increase positive Google reviews, in turn aiding with new case studies
• Proactively contact new customers after their first 6 weeks to introduce our other services
• Identify new business opportunities within existing customer portfolio including up-selling and cross-selling ‘golden nugget’ customers and proactively individually up-sell our services e.g. conversion to full TWM customers

These responsibilities are to be completed in line with company procedures and include internal duties:

• Maintaining relevant information systems including CRM
• Reporting to line manager and/or Directors on account progress and potential opportunities
• Assist with the Credit Control and Finance teams to ensure that payment terms are adhered to and reduce debtor days by including debt discussions as part of review meetings

OTHER DUTIES INCLUDE BUT ARE NOT LIMITED TO:

• Acting as the key contact for some of our lower value key accounts and liaising with departments internally to provide excellent levels of customer service
• Handle inbound, telephone, customer retention enquiries
• Set your own appointments resulting from these inbound enquiries
• Manage the P&L of individual customers so that revenue is retained and increased, and profit margins meet and exceed agreed targets
• Resolve any conflicts or issues
• Continually review the service offering to ensure that customer requirements/expectations are met, facilitating service changes where necessary
• Ensuring all contracts and relevant paperwork is updated as required
• Maintain an excellent knowledge of company service offering and the waste management industry as well as being responsive to changes within the sectors/markets of customers in your portfolio
• Job swap day, a day out with a BDM and day for a BDM to work with you to gain an appreciation for each other’s roles, and build a mutual relationship

SKILLS REQUIRED:

• Ability to sell, up-sell and account manage
• Personality traits of being both approachable and personable whilst being tenacious not to allow cancellations
• Self-confident, enthusiastic and with the ability to communicate at all levels using a variety of forms such as written and verbal
• Ability to learn and adapt to a variety of software systems including CRM
• Ability to proactively plan and prioritise immediate and future work

We are Panda. We value waste.

We’re in the business of waste management but that doesn’t just mean collecting bins. Behind every collection is a passionate team of people finding smarter, safer, and more sustainable ways to recycle and repurpose materials that would otherwise go to waste.

Over the past 30 years, Panda has grown into a leading resource recovery business, bringing together almost 3,000 people across multiple brands, united by a shared vision and strong values. While our operations are diverse, our purpose is clear: to protect our people, support our customers, and create positive impact for the communities and environments we serve.

At Panda, people are at the heart of everything we do. We work as one team, combining different skills, experiences, and perspectives to achieve shared goals. We care for each other’s wellbeing, encourage development, and support growth because we know we’re stronger together.

We expect excellence in how we operate. High standards, bold thinking, and continuous improvement drive our passion for innovation. We challenge the ordinary, put safety first, and embrace new ideas while delivering practical, cost-effective solutions that move our business forward.

We own what we do. From day-to-day tasks to major projects, we take pride in our work and responsibility for the outcome. We don’t walk past problems we address them together. Our expertise, reliability, and care reflect who we are and the difference we make.

And above all, we act with trust and integrity. Trust is built through open communication, honesty, and accountability. It allows us to move quickly, make confident decisions, and deliver results — knowing our people are empowered to do the right thing.

Our journey depends on talented, committed people who want to make an impact.

Take the first step and join us on the journey.

Panda is committed to attracting and retaining a skilled and diverse workforce that reflects the communities in which we operate and the people we serve.
(DE&I Policy Statement)