Key Accounts Support

The position of Key Account Support is essential to the business contract management for both customer excellence and business profitability. The Key Account Support should understand how we bill the customer and any specific requirements for that contract. This position holds financial accountability for the profitability of the contract and will be measured on an on-going basis by means of achieving contractual SLA s. The position requires the candidate to be able to operate in a fast-passed environment, who can work to strict timelines and can adapt to meet the needs of the customer, which often vary dependant on the contract. This position requires the candidate to understand, anticipate and deliver client needs while building effective relationships.

Principal Responsibilities Operational Duties

To be the first point of contact and escalation for client

To be the main conduit of information to and from central service team

Review and manage effective planning of all tasks for the central service team

Proactively communicate with central service team, client and Contract Manager to ensure all SLA and KPIs are achieved

Manage client portal on updating information in line with customer SLA s

To administrate all resulting works following the initial Preventative Maintenance /

Remedial visits undertaken within client s portal.

Delivery of exceptional customer service, in line with customer Service Level

Agreements and expectations.

To liaise with the Small Works and Support Teams to ensure that scheduled works can proceed in line with contract specifications.

Self-motivated & able to manage own tasks/workload in accordance with the role & requirements

Positively respond to our clients through effective communication and personal accessibility

Work with the Contract Manager to ensure compliant services are delivered in line with accreditations and contractual terms

Produce high level reports that provide the Contract Manager with a clear position on all compliance-based tasks (PPM & Reactive)

Review daily report on reactive tasks logged by the client to ensure they are being managed effectively by engineering teams.

Support improvements in communication, monitoring, or enforcement of compliance standards where required across the contract, ensuring these align with the contract requirements

Conduct quality control of completed documentation before it is dispatched to the client

Management of asset information between client, engineering team and accounts and database administrators

Support with the management of quotation lead times by working with estimation team

In addition to the duties and responsibilities outlined you may be required to perform other duties assigned and requested by the Contract Manager

Skills:

Ability to communicate fluently with customers & internal staff.

Ability to resolve customer related issues.

Ability to work as a positive team member.

Ability to prioritise workloads to meet agreed deadlines.

Experienced with using Service Management systems / Service-related operating systems, Key Performance Indicators & Customer Portals.

A strong experience with Microsoft Office, with a minimum level of beginner to intermediate for Microsoft Excel.

Standards: (The below would be desired, but is not essential to be known by the candidate)

ISO 9001, ISO14001, ISO18001.

Company Integrated Management System Manual.

BAFE SP203 & Associated accreditations.

NSI Gold.

LPS 1014 (BRE).

SFG20

BS5839

Health and Safety:

Completion of any required company induction.

Undertake online modular training (Oxford Applied Training).

Work inline company H&S guidelines & processes at all times.