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Client Account Manager
3 months ago
Client Account Manager
Pacifica Group Ltd
Location: Houghton-le-Spring, County Durham, England.
Job Type: Full time. Permanent
Hours: 37.5 (5 days out of 7, between 8:00am to 8:00pm) - predominantly Monday to Friday 9:00am to 5:00pm
Salary: Annual salary of £30,000
Who are Pacifica?
Founded in 2003 and united under the Pacifica brand two years later, we've grown to become the largest Domestic Support services provider in the UK and a trusted name across Europe. With a reputation for excellence and a core resource of directly employed, experienced engineers, sales and support staff, our service offer includes repairs in and out of guarantee, warranty products, spares warehousing and product replacement. Pacifica Appliance Services has become one of the largest professional Appliance Repair companies in the UK.
What experience and skills we are looking for?
- Client facing Account Manager proven experience essential
- Excellent communication skills
- Good understanding of Microsoft systems incl. Word, Visio, Powerpoint etc
- Advanced excel and reporting skills
- Flexible working approach
- Appreciation of confidentiality and discretion.
- Problem Solving skills
- Drive / Self-motivation / Strong Leadership skills
- Ability to influence and uphold discipline while managing a team
- Excellent knowledge and understanding of client requirements to be the "Expert" in your field
- Capable of working in a fast-paced environment
- Capable of multi-tasking and ability to prioritise workloads
What will be your key requirements and responsibilities?
Clients & Customers
- Client relationship Manager - first point of contact with Client counterpart
- Maintain a working knowledge of all systems employed by the company to ensure effective customer service / client expectation levels.
- Ensure compliance with client obligations and that they are adhered to.
- Creating and presenting to clients "meeting packs" for regular Monthly and Quarterly meetings to assigned clients.
- Coordinate and attend client meetings, capturing minutes and providing feedback to Operational Management.
- Full start to end complaints management ensuring these are logged and followed through to completion in line with company and client processes.
- Ensure all invoicing is accurate in line with expected profitability of the client work conducted by the business
- Ensure Social Media feedback is managed and maintained and customers communicated with
- Interpret client feedback from meetings and action in order to provide positive feedback.
- Implementation and set up of new clients to the business
- Negotiation and set up of client rate changes
- Deliver and recommend changes within Pacifica operation to ensure client contractual KPIs are delivered
Other Business areas
- Liaise with internal and external customers and Operational Management to ensure the highest performance and perception of Pacifica
- Ensure the integrity of information, identify trends and recommend changes to improve the business within this area.
- To identify and implement improvements with processes
Managing a Customer Service Team reporting to the Head of Customer Service
- Responsible for efficiency of team keeping to team budget and liaising with the Head of Customer Services on any budget changes for "new" client responsibilities
- Optimising the use and development of team members, to ensure the highest service levels possible.
- Monitor the performance of the Department, providing regular reports and commentaries to the Head of Customer Service, recommending and implementing where appropriate, changes to improve performance.
- In conjunction with the HR Department and other appropriate managers or departments, recruit, develop and motivate the Teams ensuring that professional standards are maintained and that a quality culture is developed throughout.
- Responsible for managing the call centre workload which may be a combination of admin, calls & chats
- To support the staff with training & difficulties
- To maintain any shift pattern currently in place or implemented for future developments
- Participate in other activities or duties as required by Operations or the needs of the business from time to time
- Ensure the teams complete required set courses via learning hub
- Carry out relevant HR duties for example RTWs, ROD's, disciplinaries, 1-2-1s etc.
Main Measurement Criteria
- Performance of Operations Team. Including managers, supervisors and advisors
- Levels of service given to internal and external customers & clients.
- KPIs of call centre targets
- KPIs of Client accounts
- Client satisfaction with services provided
- Perception of the Department
Key Performance Indicators
- Customer Service Centre call stats
- Advisor targets
- Contractually agreed client KPIs are achieved
- All administrative duties completed within agreed SLAs
- Compliance requirements achieved across teams
- Accuracy of capture requirements via service desk enquiries
- TP/NPS/CSAT/other social Reviews = Positive Feedback/high scores for clients that require this
Ensure all customer service levels and client KPIs are achieved, investigating any failures and ensuring that follow-up actions are taken to improve the operation.
Company Benefits
Regular company events. Company pension. Free on-site parking. Company benefits hub
Ready to join our team?
This could be the perfect opportunity for you If you feel this role is for and you have the skills and experience to fit the bill, apply today. We'd love to hear from you.
