Job Description

Area Service Manager Field Based

Johnsons Hotel Linen: A division of Johnson Service Group comprising nine sites across England, Wales, and Scotland, is one of the UKs largest laundry and linen hire companies.

We are seeking an Area Service Manager, to support our national and independent customers, covering many of the UKs leading brands in the corporate 4 star and budget hotel sectors across the UK.

This is very much a hands-on role, in which you will provide vital support to the business and contribute to the smooth running of the organisation.

Undertake account Management for all Customers in an allocated geographical region on a regular and systematic basis, to include reviewing customer activity, volume and spend, accurate reporting of issues, service level reviews, preparation of monthly reports and coordination of Johnsons Hotel Linen group activities to General Managers.

Building relationships with the customer and the internal teams - Leading weekly ASM meetings ensuring customer feedback is acknowledged and understood Making sure our customer are satisfied and working in partnershipresulting in retention and growth of our customer base.

Preferred Location:North London - to cover central London and surrounding area

Job Type:Permanent; Full time

Salary £28-33k depending on experience, company car

Reporting:National Account Manager

Responsibilities of this role include:

Support customers at key stakeholder and commercial operative level and attend service review meetings at customers head offices and in the field as required.
Provide day-to-day enquiry handling and full customer support for all customers allocated to your area of responsibility.
Attend service review meetings with customers and internally.
Arrange customer visits to Johnsons Hotel Linen production facilities.
To actively manage and improve the Customer experience via plant and divisional initiatives.
To maintain excellent communication with the internal service team and other plant departments.
Attend and organise regular service review meetings with nominated customer sites and your internal teams
Conversant with the Customer Service System, Customer Support App, Linen Portal, and Linen Room, providing both business colleagues and customers with advice, training and support.
Via usage of BI reporting ensure any issues highlighted by the customer are resolved by liaising with relevant personnel within the business - "close the loop".
Assist with the delivery of emergency stocks of linen, if required.
Train new customers and where necessary new Account Service Managers on the systems and processes employed by Johnsons Hotel Division to delivery our linen rental service.
Support and be involved in the installation of new customers, general enquiry handling and monitoring of customer service levels to customers whom they are responsible.
Take ownership of Customer issues, especially escalated matters, resolving, feeding back to the Customer and put plans in place to avoid repeated issues.
Submit a weekly and monthly reports on time and in full.
Represent the Company in a professional, polite and efficient manner.

Benefits

SAYE scheme
Pension
Free Life Assurance
EAP
Long Service Awards
24/7 GP Helpline
Discounted gym membership
Thorough onboarding training and induction programme
Deliver the appropriate training to enable you to do your job to the very best of your ability
Apprenticeship programs LGV, Textile Care Operative, Team Leading, Management and Customer Service
Referral schemes
Health4All Scheme
Extra Mile Awards
Baby Boxes
Free onsite parking at most sites

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Johnsons Hotel Linen

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Area Service Manager