Client Account Coordinator

3 weeks ago

West End of London, United Kingdom Masterfix GB Ltd Full time
Role: Client Account Coordinator
Reports to: Client Account Manager
Location: Central London Prime Residential
Shift pattern – Monday to Friday 8am to 5pm – 40 hours per week
Be that person who inspires excellence.
Your Purpose:
To deliver exceptional property services to all our customers and clients which align with key performance indicators and targets, ensuring high standards are consistently met together with observing all legal, statutory, and regulatory requirements.
 
Act like an owner and put customers first.
What you’re responsible for:
Role Related tasks:
Assist the Client Account/ Service Delivery Manager in the delivery of sales, margin, profit, and customer service targets.
Be the first point of contact for all customers and clients through various communication methods including telephone, email, and online databases/portals.
Be the first point of contact for all engineers in terms of diary management and job resolution.
Assist the Client Account Manager in supporting engineers with technical trades-based advice to ensure that we consistently deliver exceptional property services to all our customers and clients.
Ensure that all jobs are raised and allocated on the database within agreed timescales.
Ensure that all open jobs are managed to agreed timescales.Compliance:
Ensure that all engineers are providing timely and accurate electronic worksheets/timesheets, paper-based documents, and detailed reports.
Ability to read reports and escalate failures in the correct manner.
Commercial understanding, supporting manager to achieve sales, margins, profit, and customer service targets.Internal and External Customer Relations:
Build relationships with customers and clients to meet agreed Net Promotor Scores (NPS)
KPI and SLAs
Build relationships with engineers to ensure that we continue to deliver exceptional property services.
Maintain a flow of detailed information to all key stakeholders.
Assists in the resolution of any client-related issues or disputes. 
Special Requirements
Ideally with 2 years’ experience in a similar residential led or FM business.
Experience working within the private residential sector or FM sector.
An understanding of multiple trades including electrical, mechanical and fabric trades.
Excellent Microsoft office Skills
Experience of working in an online based job, diary management system/database and geographical understanding of London
Unphased by working in a fast-paced environment. 
Preferable
Experience dealing with high-end properties and smart homes.
Understanding of mechanical equipment- fan coil units (FCUs), heat interface units (HIUs), mechanical ventilation units, smart controls, building management systems (BMS) 
Be the  perfect fit
Your core qualities and attributes
To be a good team player who takes pride in their work and is willing to collaborate across the business while doing their best to always get a positive outcome from any work they carry out. Must be able to communicate well both verbally and digitally as detailed reports are required for all jobs. To be polite and considerate as most of the day will be spent interacting with customers and members of the public. Must be calm under pressure and always willing to help. Be consistent in terms of attitude, attendance, timekeeping and workmanship

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