Key Account Manager Job at Freedom Fibre (Irlam)

Key Account Manager

Freedom Fibre

Location:
United Kingdom , Irlam

Category:
Sales

Contract Type:
Not provided

Salary:

Not provided

Save Job

Apply Position

Job Description:

As a Key Account Manager, you will be responsible for developing and maintaining relationships with strategically important customers. You will be accountable for identifying opportunities to increase the value delivered whilst increasing new connections to the Freedom Fibre Limited (FFL) network and honouring our contractual commitments. You will use your experience and in depth understanding of telecoms service fulfilment and assurance to ensure exceptional service quality is delivered for company residential and business products with a key focus on strategic opportunities.

Job Responsibility:

Responsible for key customer relationship management, delivering high quality customer service to internal and external customers, responding to, and resolving account service issues
Understand market movement and identify strategic opportunities that keep FFL a competitive and attractive partner
Work with our B2B and partner sales teams to maximise order volumes
Understand strategic goals of customers and develop FFL products and services to support those goals
Located in customers' offices and collaborate to fully understand their needs and identify opportunities for continuous service improvement
Provide reliable and high standard of service as the dedicated point of contact
Coordinate the delivery of all services to your customers using product and service specialists as required
Have intricate understanding of contractual obligations and conditions
Monitor agreed SLAs and be the Voice of the Customer (VoC) to hold internal teams to the highest standards
Deliver regular service and business reviews with customer and internal stakeholders to review performance, risks and opportunities
Clear, professional, and effective communications via teams, telephone, email, or face to face meetings
Maintain up to date records on behalf of the customer using the appropriate systems and processes
Co-ordinate any ad-hoc customer requirements
Ensure service levels are maintained including validated invoices, queries progressed to resolution
Ensure all support groups are performing to the expected standards and liaise with internal FFL departments / suppliers to ensure swift resolution of fulfilment or assurance activities
Develop and support peer relationships both within operations and across FFL
Support management with development in FFL by leading workshops and liaising with other teams to help the continuous improvement of processes and customer experience
Effective time management ensuring tasks are effectively complete with agreed timeframes

Requirements:

Proven experience in a key account management role in the utilities sector (preferably telecoms)
Excellent communicator and experienced presenter
Experience of building strong relationships both within FFL and with stakeholders
Demonstrate personal flexibility and mobility
Computer literate and advanced skills in MS Office software suite of tools
Agile and pragmatic approach to problem solving
Meticulous written, verbal & presentation communication skills
Attention to detail
Results oriented mind set with a proven track record of delivery
Ability to create, manage and report business metrics with recommendations for improvements
Personal drive and commitment, and a desire to make a difference
A service team player

Nice to have:

ITIL Foundation
ITIL Service Operations
Six Sigma (Green Belt)
Good understanding of CRM platforms and data flows via APIs
Management/leadership skills and qualifications

What we offer:

25 days paid vacation
Flexible working hours
Hybrid working
Regular social & team events

Additional Information:

Job Posted:
December 08, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

Freedom Fibre - All Job Offers

Job Link Share: