Senior Account Executive

4 months ago

Leeds, United Kingdom SBFM Ltd Full time

**About The Role**:
Due to our continued growth, we have an exciting opportunity for a Senior Account Executive to join our team based at our Head Office in Thorpe Park, Leeds, LS15 8ZB.

The Senior Account Executive oversees the helpdesk team, including Call Handlers, Account Executives, to ensure exceptional service delivery and customer satisfaction in line with company standards and client KPIs. Covering any Account Executive cover as and when required, managing weekends, responding to senior management requests, and leading the helpdesk team.

**Working Pattern**:

- 8am-4pm, Monday to Friday ( +1 weekend in 4)

**Duties and Responsibilities**:

- Manage and run weekends, with a requirement to work one in four Saturdays and Sundays and provide cover as needed.
- Respond to ad-hoc requests from the Senior Management Team.
- Train and support the Helpdesk (HD) Team.
- Lead the Helpdesk in delivering high-quality service.
- Run reports to identify areas for improvement and oversee the completion of tasks.
- Deputise for the Head of Helpdesk (HOD) when required.
- Update contract times and handle managerial tasks as needed.
- Manage and develop the helpdesk team, fostering a culture of excellence, collaboration, and continuous improvement.
- Oversee the resolution of complex customer issues and complaints, ensuring high levels of customer satisfaction.
- Lead by example, demonstrating a commitment to the company's values and customer service excellence.

**Qualifications & Skills**:

- Proven experience in a similar role, demonstrating the ability to manage tasks and lead a team.
- Excellent communication skills and IT proficiency.
- A proactive approach, with meticulous attention to detail and the ability to organize effectively.
- Self-motivated, with a confident and engaging manner, and a flexible, 'can-do' attitude towards work.
- Strong client focus, teamwork ability, and the capacity to motivate others.
- Ability to prioritize tasks and produce accurate work under pressure.
- A customer-centric approach with a track record of improving customer satisfaction.

**In return we will offer**:

- 28 days Holiday
- Modern Office Environment with Free Onsite Parking
- Performance Related Bonus scheme
- Regular Overtime Available
- Mentoring Scheme
- Access to Unify Learn Platform to provide opportunity for continued learning and development
- Retail, Leisure and Healthcare Discount Scheme
- Regular social events and activities

**Commitment to SBFM Values**:
Each value summarises our shared commitment to excellence, integrity, collaboration and innovation. They're a key part of our commitment to pushing boundaries and fostering a work environment where every person feels empowered. As we continue to grow, they'll act as the guide to help shape our future
- Be a good person
- Play as a team
- Think differently
- Make an Impact

**About Us**:
Our Company is one of the UK’s leading and fastest growing soft FM service providers, offering the full range of professional cleaning services nationwide.

We are transforming the commercial cleaning space, combining pioneering future-fit technology and innovation with an ambition to ensure that every colleague has progression opportunities through dynamic training, development, and access to education.

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