Overview of role
To work at a high level of initiative managing client accounts ensuring all aspects of each client’s programme meets KPI expectations and exceeds customer/client expectations in line with company standards and values.
Where does role fit in organisation?
Reports directly to Apprentice team leader
Accountable to Key accounts Manager
Regular contact with internal staff at all levels
Regular contact with external clients.
Regular contact with external suppliers
Boundaries of role
Expected to be pro-active, work on own initiative and undertake a wide variety of tasks.
Expected to problem solve and Work within budgets.
To work in line with company Quality and standards procedures, visions, and values.
Qualifications
Good secondary education to meet 5 GCSE minimum grade C including mathematics and English language.
Proven Abilities
2 years previous Account Manager experience.
Ability to problem solve and work on own initiative as well as demonstrating the ability to be a great team player working within a small team.
Strong verbal and written communication skills
Ability to prioritise tasks and work to deadlines whilst maintaining accuracy.
Computer literate: Word, Excel, PowerPoint, Teams, and knowledge of managing CRM systems including the ability to adapt and learn new technologies.
Excellent customer service and presentation skills including
The ability to collate data and confidently present the information to customers/clients both in person and via teams whilst understanding the client’s needs building rapport and maintaining relationships.
Ability to identify and maximise sales growth opportunities.
Tasks & Responsibilities
Account Management
- Responsible for the day to day running, development and growth of allocated client accounts supporting in all areas of programme co-ordination.
- Negotiate accommodation rates and added value with suppliers in line with client budget, brief and key requirements.
- Conduct client and hotel webinars in line with company standards.
- Work with suppliers and clients to ensure that we have negotiated excellent packages for client’s annual requirements.
- Attend virtual, face to face supplier presentations as and when required.
- Update documents and systems as required.
- Ensure all documentation is accurate and matches the system and client requirements.
- Deal positively with all oral and written enquiries to ensure that all requests for assistance are responded to accurately, professionally and within a timely manner.
- Support clients setting up the scheduling of virtual training via our VirtualStop system, and when required deliver training webinars to clients in order to demonstrate system usage.
- To proactively identify possible sales growth opportunities to line manager.
- To actively promote all areas of ServAce and identify potential opportunities to clients to maximise account revenue.
- Responsible for prioritising own tasks and workload.
- Ensure all work including internal and external mail, letters and telephone call handling are dealt with efficiently and effectively in accordance with policy, practice, audit requirements and standards of service.
- Input and update the database to agreed standards of service meeting confidentiality policy.
- Attend monthly performance and quality audit reviews.
- Attend morning catch up call to review and agree priorities with Line Manager.
- Attend monthly team meetings along with ad-hoc meeting as and when required.
- Understand and display the company Vision and Values.
Health & Safety
- The post holder will be required to observe company guidelines and policies made under the Health & Safety at Work Act. They will take due care and will report any accidents or untoward occurrences and co-operate with the company in relation to Health & Safety issues.
Confidentiality
- The post holder will be exposed to confidential information e.g. client details, key account information, potential new clients. Any breach of confidentiality is considered a dismissible offence.
Legislation
- The post holder will be required to observe current legislation including, for example, Data Protection Act, Human Rights Act, Equal Opportunities Act etc.
Business Risk Awareness
- The post holder will be required to identify and assess risks to the individual, as well as those at a department and organisational level to the business. They will report, control and monitor those risks at a level appropriate to their role.
For a more detailed job description, please email Greg@servace.co.uk