Job Summary

The primary function of the role is to ensure that we have the best possible relationship with the persons representing the Account for the Customer. These relationships will be built on the highest level of customer service enabling us to achieve long term customer retention, maximum additional works and the highest profitability achievable.

Overall responsibility for key account maintenance contracts from contract mobilisation, ongoing management and reporting of KPI’s, delivery of SLA’s, customer relationship management, payment collection responsibilities and all account development opportunities working with other stakeholders within the business to achieve these goals.

What are my responsibilities?

Below is a list of key points which are essential in undertaking the position but is not in any way exhaustive.

Operational

• To oversee the profitability and service delivery for selected Key Accounts (Maintenance, Call Outs and Remedial Works).
• To oversee all service-related activities to ensure that the business activity is operated profitably and efficiently in accordance with Company Policies and agreed targets.
• To ensure that all operations are carried out within the scope of the Company Quality Policy and LPS1014, NSI Gold Requirements and any other associated accreditations.
• To escalate any urgent or potentially serious issues with immediate effect to your line manager or in their absence to the Service Director.
• Ensuring that Trinity fully meets the customers fire & life safety servicing requirements in full compliance with agreed KPI’s and SLA’s.
• To report to your Line Manager on a regular basis to agree business objectives and to review key performance indicators.
• To deliver a first-class service to our customer base, keeping customer service and profitability at the forefront of what we do.
• To oversee and ensure accurate and timely completion of client portals.
• Maintenance management and engineer resourcing in conjunction with the regional engineer manager and the regional service administration team.
• To ensure that new contracts are reviewed fully prior to mobilisation, including a detailed servicing schedule is agreed with the client and recorded on the Trinity service system.
• To ensure all customer requests for additional works and proposals are dealt with in a timely and effective manner. The role requires that proposals dealt with by estimating team are correctly managed in respect of time scales, profitability and quality of documentation.
• To attend customer contract meetings as & when required, and to ensure that a regular general liaison meeting takes place as appropriate for the level of work.
• Secure non contracted disciplines (such as Security services for a fire systems customer).
• To have an awareness all works contract activities for all Key account customers and assist in developing appropriate strategies for increased activity and profitability.
• To be responsible for the mobilisation and set up of any selected key accounts that are allocated to you, working in conjunction with the service delivery teams and with the Mobilisation Manager to achieve correct set up.
• Responsible for being the lead point of contact for all selected accounts.
• To produce required reports and evidence as required for clients scheduled management meetings.
• To form part of the escalation process.

Financial

• To review Service Credits where required and detail back to line manager for approval.
• To ensure all selected key accounts are operating in line with the company budget OR contract expectations and identify and address and areas of concern / margin erosion.
• To maximise Gross Margin return across selected key accounts.
• To review each account/contract P&L monthly and report on exceptions to where margins which are +/- company expectations.
• To work with the Service Hub to maximise the booking process and maximise daily service revenue.

SHEQ

• Ensure that all works carried out are in line with company H&S guidelines and expectations.
• To manage customer complaints in line with the company quality manual and provide a prompt resolution to minimise reputational damage.
• Responsible for ensuring that the correct company documentation is used as per standard issued company documents.

Benefits

• 23 days holiday, plus bank holidays
• Company pension scheme
• Life assurance
• Employee Welfare assistance programme