Customer Service Account Manager

At Event Cup Solutions Ltd, we’re redefining how live events operate by leading the UK’s shift toward high impact, sustainable reusable cup systems. We partner with the biggest stadiums, arenas, festivals and theatres across the country to slash single use waste, speed up service, and transform the guest experience through our innovative, rental based reusable cup model.

With state of the art nationwide wash and logistics hubs—equipped to clean and dry over 100 million cups every year—we deliver a fast, efficient and truly scalable operational service to venues of every size. As a ClimatePartner certified organisation and home of the ONE Planet ONE Chance® Reusable Cup System, we’re proud to help clients meet sustainability goals while elevating front of house performance.

Joining our team means stepping into a future focused business that’s growing quickly and innovating constantly. If you’re passionate about operational excellence, sustainability, and making a visible impact at some of the UK’s most exciting events, you’ll thrive here.

Role Overview:

We are seeking a highly motivated, proactive, and customer-focused Customer Service Account Manager to join our team. Reporting to the Head of Customer Services, you will act as the primary point of contact for a portfolio of customer accounts, taking full ownership of the customer journey from initial enquiry through to service delivery and final invoicing.

The successful candidate will be responsible for building and maintaining strong customer relationships, developing a detailed understanding of each customer's requirements, and ensuring an exceptional customer experience at every stage. This role requires a highly organised individual who can manage multiple accounts, proactively identify customer needs, resolve issues, and work collaboratively with internal teams to deliver outstanding service.

Key Responsibilities

• Act as the primary point of contact for assigned customer accounts, building trusted and long-lasting relationships.

• Develop a detailed understanding of customer requirements, objectives, and operational needs to ensure exceptional service delivery.

• Manage customer orders and projects from initial enquiry through to completion and final invoicing, ensuring a seamless end-to-end customer experience.

• Proactively engage with customers to anticipate requirements, identify opportunities, and resolve potential issues before they arise.

• Plan and coordinate customer deliveries and collections, liaising closely with Sales, Operations, Transport, and Warehouse teams to ensure customer expectations are met or exceeded.

• Accurately record stock movements, account activity, and order information within internal systems.

• Prepare and issue quotations, customer reports, and other account-related documentation.

• Provide customers with regular updates regarding stock levels, orders, deliveries, and account activity.

• Respond promptly and professionally to customer enquiries, ensuring high levels of customer satisfaction.

• Manage and resolve customer concerns and service issues, maintaining positive customer relationships at all times.

• Assist with administrative and reporting requirements as required.

Key Skills & Experience

• Previous experience in a customer account management, customer service, or client relationship management role.

• Strong commitment to delivering outstanding customer service and customer experience.

• Excellent relationship-building and stakeholder management skills.

• Strong organisational skills with the ability to manage multiple customer accounts simultaneously.

• Excellent written and verbal communication skills.

• High level of attention to detail and commitment to accuracy.

• Strong problem-solving skills and a proactive approach to customer management.

• Ability to work collaboratively within a fast-paced team environment.

• Experience using current RMS, Sage, or similar business management systems would be advantageous.

• Experience within a rental, logistics, events, manufacturing, or service-based environment is desirable but not essential

We welcome talent from all backgrounds, identities, and experiences—because diverse perspectives fuel innovation, strengthen our culture, and help us continue pushing boundaries in sustainability and live event operations.

If you’re passionate, driven, and ready to make an impact, you’ll find a place here. We’re proud to be an inclusive employer and we actively encourage applications from all suitable candidates.