Junior Account Manager

Role Overview:

Being the first port of call for customers, managing their accounts effectively and work closely with the Engineers to deal with proactive and reactive tasks.

This role is designed for candidates who don’t necessarily have account management experience, but with training and 2 years’ experience this will help then develop to the career pathway of Account Manager.

Working Hours: Monday to Friday 8.30am - 5pm

Contract: 12 Weeks Temporary to Permanent

Responsibilities:

- Communicating with and handling customer correspondence via telephone and email, this includes dealing with any customer queries on a daily basis, being first port of call try to resolve the issues before sending engineer out and providing information to customers (contract overview etc) when requested
- Planning and booking of maintenance and service visits for customer accounts
- Booking in of service jobs, including contacting the customer, arranging the paperwork - Effectively following up on site visits to include updating the database for the customer account, creating, and sending post maintenance reports and raising jobs for repairs or additional required/requested work
- Booking in of reactive maintenance and repair calls, on site and in the workshop, making sure all logistics are effective
- Database management, this includes updating H-IMS with servicing information to ensure the account is all up to date with relevant information e.g., repairs service reports, additions, and deletions
- Carrying out audits of assets for customer account/s and engineer’s job cards
- Planning and logistics to ensure work is booked in a timely and cost-effective manner, this includes managing engineers time on site with workload and repairs etc
- Liaising with and maintaining a strong relationship with engineers
- You will be required to carry a pager and be on an on-call rota as agreed with the Office Manager
- Ensuring job cards are correctly filled in before invoicing and signing off once completed to ensure customers are charged correctly

Key KPI's:

- Compile and report on KPI’s for contract review meetings and/ or on a Monthly Basis -- Attend customer meetings and build relationships with customers
- Ensuring KPI’s are met to ensure customer expectations are maintained

Skills, Knowledge and Experience:

- Customer Service experience
- Ability to build and maintain relationships
- Ability to work as part of a team
- Have knowledge of planning and scheduling work logistically
- Comfortable in a high-pressured environment
- Motivation to exceed themselves and achieve KPI targets
- Multitasking, prioritising, planning, and time management
- Excellent communication skills
- Confident in problem solving
- Computer Literate
- GCSE Maths and English
- Team player with the hope to strive forward