Our client are a UK leading business Supplies and IT services installation organisation, who operate a within a group of 20+ companies.  The group have been trading for over 100 years and have a capability portfolio covering technology, Facilities Management, Office Management and much more.

Their Cambridgeshire regional office in CB2, are looking to expand their client services Team.  As Service Account Manager, you will join a dynamic, organised and fast paced team and have experience of effectively managing the services and expectation of customers to a very high level.

Our client thrive on delivering customer satisfaction providing them with installation, maintenance, repairs, configuration and staging for all IT products. Making them one of the most highly sort after IT services for some of the UK's largest retailers.

With the help of their hard working, dedicated staff, our client have been able to provide customers with outstanding services and they are now looking to expand their team further by hiring a Service Account Manager.

Job Overview:

Good managers are vital to the customer services industry. As the Service Account Manager, your most important role is leading and motivating a team of service support staff to ensure they are giving the best customer service possible. You will also be expected to know the company’s products and policies inside out and be able to communicate your expertise to other members of the team and its Customer.

You will be required to provide the highest level of customer service with a sales-minded attitude while developing lasting customer relationships.

High levels of organisational and planning abilities, as well as good decision making are required in this role, which will involve working with other department managers to facilitate collaborative working practices.

You will need to have strong analytical and presentation skills and will be relied upon by the Customer to be the knowledge owner to assist them in managing their end Customer with trend, innovation and Service improvement presentations.

Key Tasks and Responsibilities:

Expected to display extensive working knowledge of industry standards and practices, including product details and company services offered.

Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by taking care of any customer concerns or complaints quickly and professionally.

Assists with or performs administrative tasks.

Manage Customer SLA’s and KPI’s.

Providing help and advice to customers using your organisation's products or services.

Communicating courteously with customers by telephone, email, letter and face-to-face.

investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.

Handling customer complaints or any major incidents.

Keeping accurate records of discussions or correspondence with customers.

Producing written information for customers, often involving use of computer packages and software.

Writing reports analysing the customer service that your organisation provides.

Developing feedback or complaints procedures for customers to use.

Improving customer service procedures, policies and standards for your organisation or department.

Colaborating with other managers to discuss possible improvements to customer service.

Developed working knowledge of industry regulations, restrictions, and laws, and ensures service department adheres to all regulations.

Works alongside the Service Desk Manager and Field Service Managers to run the service delivery department to ensure maximum efficiency.

Resolves service delivery and improves current methodology to increase productivity and enhance customer service.

Review field staff utilisation to ensure budgetary targets are achieved

Monitors department issues and client complaints to define patterns and work to lessen those recurring issues.

Regularly audits work being done and customer service being provided to ensure all standards are met and that work is carried out effectively, correctly, and thoroughly.

Oversees team members performing inspections and preparing reports; if necessary, carries out these job duties personally to ensure highest quality of work.

Ensure all process documentation is up to date.

Take an active role in the recruitment of new staff where required.

Carry out appraisals, probationary reviews and training / development plans for direct reports.

If you have these skills and experience, then we are keen to hear from you.

Our client is offering a salary of £22k - £26k (DOE), excellent company benefits with Monday – Friday working hours.

If you have the skills and experience out client is looking for, then please Marcus Cowan on 07908 947467 or email your CV to prompt a call back.