Account Manager

Join Our Team as an Account Manager

We are looking for a motivated and customer-focused Account Manager to join our growing team in Stevenage. Reporting to the Business Development Director, you will play a key role in driving net new organic growth while maintaining strong relationships with existing customers across one or more RCI Group businesses.

Our services include secure patient transport and enhanced observations, supporting NHS Acute and Mental Health Trusts, as well as Local Authority Children and Young People’s teams. This is an excellent opportunity for an individual who enjoys building relationships, identifying opportunities and delivering outstanding customer service.

About the Role

As an Account Manager, you will manage a portfolio of customers while actively developing new business opportunities through three account types:

• Win-Back Accounts – re-engaging customers whose bookings have lapsed and understanding how to win back their business.
• Organic Growth Accounts – working with existing customers to increase their use of our services.
• Ad-hoc Accounts – securing first bookings from new customers and building long-term relationships that encourage repeat business.

You will maintain planned contact with all accounts, review account performance at least every three months and identify opportunities or concerns that require further action.

Key Responsibilities

Account Management

• Contribute to team targets for secure patient transport and enhanced observations.
• Build and manage a pipeline of Win-Back, Organic Growth and Ad-hoc accounts.
• Maintain regular contact with customers and conduct account reviews at least every three months.
• Act as the primary contact for routine customer enquiries, ensuring a positive customer experience.

Win-Back Accounts

• Identify early signs of declining account activity and take proactive action.
• Contact lapsed customers, understand their reasons for disengagement and work to secure renewed bookings.

Organic Growth Accounts

• Monitor booking and usage trends to identify growth opportunities.
• Share relevant service updates and propositions with customers.
• Escalate significant opportunities or strategic accounts to the Business Development Manager.

Ad-hoc Accounts

• Follow up on new leads and convert opportunities into first bookings.
• Maintain relationships between bookings to encourage future business.

Administration and Reporting

• Maintain accurate CRM records, including account type, contact history and next actions.
• Track and record all win-back successes, growth bookings and first bookings.
• Produce regular reports on account performance and pipeline activity.
• Support the Business Development Manager with account management activities and record keeping.

What We're Looking For

Essential Skills & Experience

• Experience in account management, customer service or customer support.
• Confidence in initiating conversations to retain, grow and win new business.
• Ability to manage a structured contact programme across multiple accounts.
• Excellent organisation and prioritisation skills.
• Strong written and verbal communication.
• Experience using CRM systems to manage customer activity and account status.

Desirable

• Experience working with NHS organisations, Local Authorities, health and social care, justice services or other regulated sectors.
• Knowledge of account segmentation and pipeline management.

Key Behaviours

We are looking for someone who is:

• Reliable – follows through on commitments and maintains customer contact schedules.
• Organised – manages multiple relationships efficiently and accurately.
• Observant – notices changes in customer activity and identifies opportunities.
• Collaborative – works effectively with internal teams and shares customer insights.
• Personable – builds lasting relationships through trust and consistency.

How Success Will Be Measured

Within your first 6 to 12 months, success will be measured through:

• Contribution to team targets for secure patient transport and enhanced observations.
• Number of lapsed customers successfully rebooked.
• Growth in bookings and revenue from existing customers.
• Number of new customers making their first booking.
• Delivery of net new organic growth across all account types.
• Completion of planned account contacts and reviews on schedule.
• Customer retention levels.
• Accuracy and quality of CRM records.
• Customer satisfaction and feedback ratings.

Why Join Us?

This is a fantastic opportunity to join a collaborative team where your efforts directly contribute to business growth and customer success. If you are passionate about relationship management, customer service and driving growth, we'd love to hear from you.

Apply today to take the next step in your account management career.

Pay: £35,000.00-£40,000.00 per year

Work Location: Hybrid remote in Stevenage SG1