The Senior Account Manager at GB Railfreight is a crucial role fostering strong relationships with clients to ensure customer satisfaction and loyalty. This role oversees the end-to-end logistics process, and collaborates with internal teams to meet and exceed client expectations and driving business growth. This is a 12 month position and will be based in our Felixstowe office. The role has line management responsibility for a small team of administration assistants whose primary responsibility is to manage administration of the key accounts Closing date: 2nd December Responsible for ensuring contract customers are provided their contractual commitments including attending or hosting client meetings and events. Manage, organise and update data on various systems including (but not limited to) destin8, TOPS, Paris, COMA and Scorpio. Manage customer expectations to ensure that relationships are managed and respected, retaining and expanding existing and potential opportunities. Work closely with the Senior Service Delivery Manager to optimise yield by train Manage the performance of Administration Assistants dealing with any performance, absence or conduct issues are dealt with appropriately and support their well-being. Improve current processes to ensure that efficiencies are identified and implemented. Work with the Intermodal Support Manager to deliver solutions for contract customers to mitigate the risk of misses and lost revenue. Manage team performance via KPI’s including the inland terminal, the port, and communication to customers. Ensure financial performance data, budget, and forecast documentation is accurate. Working closely with the Intermodal team to prevent or be proactive to mitigate the impact of any operational issues Manage, organise and update relevant data on TOPS. Support Accounts Department chasing aged debtors whilst resolving and keeping unbilled revenue down. Analyse and report on market trends for distribution to the wider Intermodal team. Communicate with contract and key customers, keeping them updated with accurate information at all times. Assist with train fill management, working to ensure that all trains are full to capacity. Manage specific projects as and when required. Keep up to date with correspondence, ensuring emails are read and dealt with or passed on to the relevant person. Understand annual budget targets, providing reports and updates as and when required. Management of yield in conjunction with Service Execution Manager. Essential skills and experience Understand timescales and prioritise workload accordingly Lead by example and promote the team ethic Work flexibly, ability to manage a busy individual and team workload Excellent written & verbal communication skills Experience of managing customer accounts, establishing positive, strong working relationship Problem solver, remains positive & calm under pressure People skills, experience of managing a team Proactive / ahead of the game Well organised, methodical with work approach Excellent attention to detail Competent with Microsoft Office suite (Excel, Outlook, Word, PowerPoint, Teams) Clean UK driving licence Flexible and willing to travel within the UK Desirable Experience gained within the Rail industry Knowledge of GBRf operations Working knowledge of TOPS, SCORPIO, COMA, destin8 Our Values Professionalism – Safety and security is paramount in our business, and we feel that this embodies the foundation of a high achieving safety culture Support – We look after our people and they in turn are encouraged to look after each other Communication – The transparency of our is business is valued by our colleagues and customers Trust and Empowerment – We believe that openness and honesty make for the best relationship because it leads to trust and confidence Enjoyment – Taking pleasure in coming to work at GBRf is actively encouraged right from the top