Internal Account Manager - Swindon

£20,000 per annum - Customer Service
Ref: 378 Date Posted: Monday 02 Dec 2019
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Job Title:        Internal Account Manager

Location:        Swindon

Term:             Permanent

Salary:           £20,000 per annum

 

Key Responsibilities

  • Ownership of the allocated customer accounts from order processed to cash collection
  • Maintain regular communication with your customer site managers and our RIM’s to ensure total transparency & sharing of pertinent information throughout the call off to installation cycle
  • Lead point of contact for all customer requirements
  • Building and maintaining strong relationships based on trust, a sense of urgency, professionalism.
  • Your understanding of your customer’s needs and ensuring that you meet and exceeds expectations.
  • Proactively manage the customer order bank through regular contact with sites and sales. 
  • Manage every stage of the order process via total ownership of each customer order from the point of call off to successful install.
  • Manage all customer issues, ensuring all records are maintained and full resolution is achieved to the customer’s complete satisfaction.
  • Facilitate customer solutions and resolutions by bringing together cross-functional stakeholders
  • Actively assist in the cash collection process
  • Maintain site status trackers to reflect current & planned call off / sign off & completion activity.
  • Maintain a live working document of all customer’s requirements and contact details.

 

Daily Duties/Responsibilities

  • Follow the daily structure and execute the necessary processes each day to the defined procedures.
  • Attend the daily morning “huddle” meeting with the necessary information surrounding the previous days installs.
  • Manage future installations and remedials liaising with the RIM for physical surveys / plot availability and Planning teams (Installation and Delivery) ensuring plot readiness communication is complete and planned installations & remedials take place on the planned days
  • Promote a positive ‘can do’ environment within the office
  • Contact site as soon as practicable following a failed job, to provide reassurance and you will confirm a new install date as soon as you have one confirmed internally.  
  • Work closely with the Installation Planner to ensure the installation plans work not only for the customer but the business.
  • Any other reasonable duties as specified by the Contracts Office Manager

 

Skill Requirements

  • Confident and assertive communicator across all mediums.
  • Excellent organisational and prioritisation skills, and able to work under pressure
  • Understanding of the product and construction industry preferred.
  • Attention to detail, task focus and accuracy
  • Able to work as part of a team as well as individually.
  • Excel intermediate, comfortable working with ERP and scheduling systems, strong administration skills.
  • An influencer by nature, able to engage both internal and external stakeholders to be customer-centric in their approach to ensure customer satisfaction continuously.

 

Person Specification

  • Positive ‘can do’ attitude, optimistic when overcoming challenges and adversity.
  • A proactive approach to responsibilities and tasks.
  • Highly committed and driven, with a desire to achieve and improve.
  • Self-motivated, demonstrating commitment, urgency and diligence.
  • Passionate about customer service excellence and delivering positive and memorable service experiences, both personally, and by influencing and inspiring others.