Account Manager

4 hours ago


Tipton, Sandwell, United Kingdom nGeneration Full time

About nGeneration

We are a leading provider of IT services and solutions to the hospitality, leisure, and retail industry. With over 22 years of experience, we pride ourselves on delivering innovative solutions and exceptional service to our clients.

Job Overview

The Customer Relations Manager will play a pivotal role in ensuring client satisfaction by managing their accounts and overseeing the delivery of our solutions and services.

Main Responsibilities

  • Manage customer accounts on a day-to-day basis, ensuring compliance with contractual obligations.
  • Measure, monitor, and make recommendations for improvement of the customer service delivery experience.
  • Attend customer head office as required.
  • Act as an escalation point for support issues from the customer.
  • Prepare monthly invoicing for maintenance, hardware, and IMACS services for the client.
  • Arrange and chair weekly internal management departmental meetings.
  • Attend and chair weekly and monthly Service Review meetings and provide monthly reporting to the Managing Director.

Key Tasks

  • Develop and maintain customer relationships on a day-to-day basis with all key stakeholders.
  • Act as the first point of contact for customer requests, queries, and escalations.
  • Develop an in-depth knowledge of the customer, their brands, aims, and objectives.
  • Understand nGeneration's contractual obligations to ensure compliance at all times.
  • Thoroughly investigate customer complaints and provide recommendations for improvement.
  • Identify opportunities for revenue growth for nGeneration.

Requirements

Skill and Attributes

  • Previous experience in a field-based IT implementation or field service role preferred.
  • Understanding of IT implementation or field service roles within the hospitality or retail industry.
  • Strong verbal and written communication skills.
  • Confident and outgoing personality with the ability to work under pressure.
  • Excellent project management, planning, and organisational skills.
  • Positive attitude with a can-do approach to problem-solving.
  • High attention to detail and ability to work both independently and as part of a team.
  • Competent in Microsoft Excel, Word, and Outlook.

Compensation Package

£32,000 per annum plus full-time permanent position benefits including:

  • 28 Days Holiday including Bank Holidays
  • Contributory Workplace Pension scheme
  • Employee recognition awards and benefits

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