Due to our continued success and a company restructure we have created a new role for a Key Account Manager working from our Service Centre in Farnborough. Reporting into the Customer Service Manager and overseeing a team of 5 staff, this is an exciting opportunity to work for an International organisation. The successful individual would work Monday to Friday 8.30 – 5pm, paying up to £40k salary plus annual bonus, company car, 25 days holiday, free parking and full benefits package.
We are a recognised company with a strong product brand presence worldwide and employ over 100 personnel in the local areas, with offices also in America.
As a Key Account Manager, you will be responsible for overseeing and monitoring the smooth running of client relationships (domestic and/or commercial) reflected by promoting and supporting exceptional operational and administrative service delivery. The 3 main areas of responsibility lie within:
Customer relationship management – You will be the primary customer point of contact for all contract matters through the lifetime of any contract, including monitoring service delivery and administrative performance.
On site management – Your role will involve visiting client sites as and when necessary to promote the customer relationship at all levels internally and work with heads of the service and admin delivery teams to ensure exceptional service is maintained and early warnings are given if signs of performance dips are apparent.
Analysis and statistics – You will be required to report on all financial delivery requirements to support the business performance including Work in Progress (WIP), billing and invoicing, contract and business profit and loss, ensuring plans are in place to ensure targets are achieved and business compliance.
The Key Account Manager main areas of responsibility are as follows:
•Monitor all operational, customer experience and administrative tasks affecting any contract under your governance, providing advice, guidance and feedback where necessary to help improve performance across all areas of contracts.
•To ensure all service delivery and commercial requirements are understood and delivered in line with the contract, having a clear understanding of all aspects of each contract and account, advising of any gaps in the delivery of the contract, ensuring full compliance with the contract requirement.
•To work with Administrative, Scheduling & Operation Managers in maintaining an excellent client relationship through regular weekly/monthly meetings at all levels
•Produce all required customer and internal reports on time, attend client meetings and provide feedback.
•Develop internal and external KPI’s to monitor contract performance and support the achievement of client specific KPI’s and any internal business requirements.
•Presenting to the Customer Service Manager and Head of Contracts, all aspects of contract performance, covering all financial and service delivery requirements.
•Monitoring all aspects of commercial costs within the account, and producing detailed analysis of specific areas of spend, including labour, materials, developing and implementing action and improvement plans to work with the accounting and operational teams to ensure this is delivered in line with the account targets set by the business.
•Produce and present contract budgets as set by the business, and ensuring monthly financial reports are monitored and measured in line with budgets, delivering any required changes to improve the financial targets set and to maximise the contract profitability.
•Ensure all billing & invoicing is completed in a timely manner as per the business & contractual timetable, including ownership and accountability for payments and cash flow of your accounts
•Participating in and adding value within the business continuous improvement criteria & meetings, championing specific areas or projects to enhance both internal and external service delivery
•Review all aspects of sub-contractor delivery within the contract and account, advise and implement any efficiencies and improvements in both service delivery and financial performance of each contract.
• Ensuring the effective pro-active monitoring and measurement of potential complaints across your contracts and ensuring that the complaints are managed through to a satisfactory resolution. Reviewing customer satisfaction data and implementing and maximizing any processes for capturing customer and resident feedback.
• Ensuring the effective support to client queries across your contracts and ensuring that you liaise with clients through to satisfactory resolution of queries.
• Carry out monthly 121’s and quarterly performance appraisals for direct line reporting staff and overseeing the appraisal process for other staff within your business unit.
• Monitor and assess the ongoing competency and development of all staff working within your assigned business unit.
• Assessing and proposing budgetary levels for resource requirements, including adequate provision for health and safety initiatives, within your accounts and contracts
•Produce and deliver a detailed contract development plan to maximise all opportunities to grow both the service delivery streams and financial growth for each contract.
•Arrange and produce an annual meeting schedule with all clients, managing all agenda items, minutes ensuring all reports and information are delivered within the required timescales
To be successful for the Key Account Manager role, you should have previous experience of working within a service sector role whereby you are responsible for designated clients and also have previous team leader or supervisory experience too. Ideally you will have worked within Facilities Management, service engineering, commercial or domestic customer service organisations and be used to working to SLA’s, KPI’s and contractual requirements. You should have a strong sense of commercial and business acumen and ideally be educated to Degree level or equivalent. Any FM or IOSH qualifications are also of interest. Proven experience of managing a diverse range of commercial or domestic customers across the UK will enable you to hit the ground running and build upon your experience.
Salary: £35k - 40k per year + plus car & bonus
Contact: Louisa Leyland
Telephone: 01276 605000