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Key Accounts Service Support Specialist

3 months ago

Milton Keynes, Milton Keynes, United Kingdom Securitas Technology Full time
About the Position

Role Overview

This position is crucial for the administration of Key National Accounts within the Service Division.

The ideal candidate will be attentive to client needs, ensuring that requested services are delivered with professionalism and efficiency.

Job Responsibilities

Your Contributions...

  • Act as the primary contact for Key Clients concerning service-related inquiries while ensuring that all performance metrics are achieved.
  • Manage designated Client Accounts as assigned by the Customer Experience Manager.
  • Facilitate communication between departments to support clients as the main point of contact for assigned accounts.
  • Monitor all scheduled appointments to guarantee that deliverables align with contractual Service Level Agreements (SLAs).
  • Collaborate with Scheduling and PPM teams to uphold contractual commitments.
  • Maintain correspondence records within the system at all times.
  • Update and manage Client Excel spreadsheets.
  • Refresh Client Web Portals as necessary.
  • Analyze and forecast data against established business Key Performance Indicators (KPIs) on a daily, weekly, and monthly basis.
  • Complete any additional tasks as directed by the Customer Experience Manager.
  • This list is not exhaustive; flexibility is required as the role evolves.
Required Qualifications

Essential Skills...

  • Strong ability to prioritize tasks effectively.
  • Proactively build and nurture relationships with clients.
  • Maintain a positive demeanor when addressing customer concerns.
  • Efficiently manage and organize personal workload.
  • Exhibit flexibility to meet target objectives.
  • Show transparency and respect in all interactions.
  • Possess a helpful and adaptable approach to customer inquiries.
  • Demonstrate a proactive attitude and take ownership of assigned responsibilities.
  • Identify opportunities for process enhancements.
  • Be confident and self-driven.
  • Exhibit a strong commitment to the organization.
  • Have a solid understanding of the Security Systems sector.
  • Display excellent time management and planning capabilities.
  • Experience in delivering outstanding customer service while meeting productivity goals.
  • Possess a high level of computer proficiency, particularly with service management systems.
  • Implement and oversee business processes and procedures to enhance efficiency and customer satisfaction.
  • Exhibit exceptional communication skills, telephone etiquette, organizational abilities, and attention to detail.