Job Summary

The position of Key Account Support is essential to the business contract management for both customer excellence and business profitability. 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

· Manage client portal (Health and Safety) on updating information in line with customer SLA’s

· 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

· To administrate all resulting works following the initial Preventative Maintenance / Remedial visits undertaken within client’s portal.

· In addition to the duties and responsibilities outlined you may be required to perform other duties assigned and requested by the Contract Manager The above is not intended to be an exhaustive list as the nature of this role requires the employee to be able to adapt to a reactive environment and be flexible as requirements change.

Key Competencies of job holder Skills:

· Ability to communicate fluently with customers & internal staff.

· Ability to resolve customer related issues.

· Ability to work as a positive and self-motivated 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.

Benefits

· 23 days holiday, plus bank holidays

· Company pension scheme

· Life assurance

· Employee Welfare assistance programme