Account Co-ordinator

2 weeks ago


Northampton, United Kingdom Mitie Full time

**Job role; Account Admin Support**

**Location; Northampton**

**Salary; 22000**

**Do you have?**
- Excellent customer relationship skills with professional telephone manner
- Team player who is capable of working autonomously in supporting service team and customer queries
- Advanced communication and organisational abilities
- Commercially astute, used to a contract operating environment with SLA's and KPI's
- Enthusiasm in a growing and customer focused environment
- Passion for exception customer service delivery
- Ability to own issue and facilitate resolution through effective prioritisation and working with colleagues in engineers teams
- Familiarity with CASH for windows or equivalent is desirable

**Job objectives and responsibilities**
- Build and maintain effective professional customer relationships and communications
- First point of contact for Customer
- Answering all incoming calls with a professional manner
- Help manage customer service delivery and communications as part of the service department
- Communication and liaison with the service team, engineering team, projects team, subcontractors and equipment suppliers
- Updating relevant customer records on system database
- To ensure that the client is fully updated at all times via Portals in relation to where we are with every service job
- Working closely with relevant helpdesk in order to help keep the customer updated
- All admin duties completed within timely manner
- Respond to any client queries relating to job updates
- Adhoc duties assisting with service desk, small works admin as and when required

**Main duties**
- First point of contact for Customer queries, updates
- Handling and processing of customer enquiries and all communications
- Answering all incoming calls with a professional manner
- Processing and maintaining customer records
- Compliance, ensuring all certificates/documention from engineers/subcontractors are completed correctly and are legible
- Costing all jobs completed by engineers/subcontractors from previous days
- Ensure the relevant PO's are in place whilst costing dockets and spend levels have not been exceeded
- Utilising correct SOR's for specified customers
- Liaising between internal departments to resolve any customer issues
- Distributing follow-on calls from engineers PDA's to relevant teams/schedulers
- Booking subcontractors scheduling where specific skills are required or where resource is in need of support
- Chasing relevant paperwork from subcontractors in timely manner to ensure smooth processing of invoicing
- Raise purchase orders for reactive / planned works where/if required
- Chase POD's and update database to enable schedulers to replan works
- Update relevant customer portals with all information relating to parts, POD's, return visits
- Liaison with customers when scheduling reactive callouts, maintenance visits - ensuring we attend at a suitable time and in line with program of works via customer portals
- Updating and maintaining work schedules
- Ensure that all procedures in place within the BMS are followed
- Assist with scheduling team to achieve performance targets and SLA's are met to continue to improve and develop service teams objectives
- Excellent attention to detail
- Ensure any complaints received are dealt with in a professional manner and all actions taken are reported to the relevant Manager
- Supporting Account Management with information for Customer daily/weekly/monthly spreadsheets for clients as and when requested
- **Carry out any other duties as requested by Management


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