Customer Service Account Lead

3 weeks ago

Weybridge, United Kingdom March Recruitment Full time

**Job Title: Customer Service Account Lead (Italian Speaking)**

**Location: Weybridge**

**Hours of work: Monday-Friday, **Hybrid working**

**(2 days office, 3 days WFH)**

**Salary: £32,000 per annum**

**10% discretionary annual bonus**

**Summary of an Account Lead**

The account lead aims to retain and maximise revenues from existing key accounts through relationship management. They agree process and manage customer tenders, price agreements and sales contracts, ensuring timely follow up. They consistently maintainaccount development plans for each key account and oversee the delivery of country plan KPIs.

**Key Responsibilities of an Account Lead**
- Customer Account Leadership:

- Support Account teams to develop customer account objectives in conjunction with country plan
- Provide a professional and polished competitive service to own customer accounts and develop team to do likewise, following up any queries and confirming customer satisfaction
- Develop effective working relationships with MA and GA teams to ensure Customer Services Department delivers the appropriate service by attending, cross functional and core project team meetings.
- To work closely with Continuous Improvement to ensure that there are no breaches in KPI or SLA agreements, and implementation of all corrective actions with respective team members.
- Customer Delivery:

- With the support of Continuous Improvement, conduct any side by side coaching of team members to ensure that process, verbal and written language including data capture and customer communication is being delivered to, or higher than the KPI expectationsand standards.
- Be available for all queries, complaints and escalation points and ensure that the programs do not operate out of client scope or outside of agreed process. Escalate to Program Manager/Customer Service Manager accordingly.
- Attend required meetings and report progress to internal stakeholders for any activities agreed to be carried out. Agree actions and follow through to conclusion.
- Team Development:

- Direct responsibility for the leadership and personal development of Account Exec team
- Ensure all direct reports have comprehensive personal development plans, linked to objectives. Carry out performance reviews with direct reports, monthly (Products and Programs) and biannually (PDR’s) Ensure working knowledge of all products, programs,systems and processes to allow effective personal support of your team members.
- Close working with finance/credit control team to achieve/exceeds expectations from customer feedback

**Additional Duties**

The list of duties is not intended to be exhaustive, but gives a general indication of the tasks involved. It is the nature of the Company that tasks and responsibilities are in many circumstances, unpredictable and varied. All employees are therefore, expectedto work in a flexible way when the occasion arises and acknowledge that tasks not specifically covered in their job profile are not excluded.

**Requirements**:

- Demonstrable level of experience in a Customer Service, Sales or Account Management environment
- Ability to train and coach a team to higher standard of competence and performance levels
- Fluent Language ability (both written and verbal) for assigned region(s). Applicants with language capability where not a native speaker must be able to converse to an excellent level across all mediums
- Excellent verbal and written communication skills
- Experience in using Microsoft packages and CRM systems
- Confidentiality

**Benefits**
- 27 days annual leave
- 4.5% pension
- 10% discretionary annual bonus

Consultant: Danielle Godbold

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