ASEL, design, develop and deliver fully bespoke and integrated security solutions, seamlessly bringing together people, technology and processes to achieve results-driven outcomes. As the original thinkers behind security risk modelling, which has revolutionised the industry, our business is underpinned by our risk advisory practice, which utilises data and insight to identify and mitigate risk, inform strategy, prevent crime and reduce cost. We believe that authenticity and transparency are vital to success, so our main objective is to always act with sincerity and integrity in order to provide a genuinely collaborative service, which customers can trust and believe in. ASEL is part of the Argenbright Holdings Group, a privately owned $2.2bn organisation founded in 1979 and headquartered in Atlanta, Georgia. Argenbright has decades of experience in aviation services, facilities management, BPO and technology and a heritage in security services across the USA and Europe. The overall purpose of Role is to ensure management of and compliance to all works of all systems across a given customer base. Strategic Account Administrator is to assist the Customer Service Manager, Account Managers and Service Managers in delivering exceptional performance and excellent customer service. Main duties / key responsibilities: Provide end to end administration to the strategic accounts to provide excellent customer service in line with SLAs The key areas of delivery are: To manage the Strategic Accounts through the effective management of others. This will include the following: - Create, Maintain and update customer details on CASH - Oversee and audit call handler process - Liaise with project team/Account team on works that require Install works. - Liaise with Service coordinator/RSM on works that require reactive works - Liaise with PMV coordinator/Customer Service Manager - Monitor reactive and PMV works to ensure customer and accredited governing body SLA met - Ensure customer queries are dealt with in a timely manner and compliant to customer SLA. - Pricing completed calls - Provide support to the Account Manager for Service Quotes - Check scheduling, challenging travel time, first time fixes and calls per day. Engineers allocated in region and making sure no engineers are crossing paths. - Audit the Completed calls to an acceptable written standard with full details included. Ie parts/equipment to be purchased. Ensure 100% compliance at all times. - Upon completion of any service calls or take over, ensure all certification is issued within specified timeframe and all required paperwork is required from the engineer. All the above should be stored in the job cabinet in CASH for future reference. - Audit the non-first time fix calls. - Manage and maintain customer portals. - Manage and review outstanding calls to maintain an acceptable call volume. - Communicate all delays or failures to the Head of Service - Monthly review with RSMs, Account team, Customer and Technical Director. - Manage the call handling and all logging of calls meet Amberstone expectations. - Aid in overseeing all purchased products are reconciled and accounted for - Communicate all delays or failures to the keep customer informed at all times. - Mentor and train all Service staff in line with their training and development plan to ensure every team member is equipped to meet current and future business needs. This will include succession planning and recruitment - Provide effective communication in all media, at all levels both internally and externally to ensure SLA’s are met and information is available where and when needed within remit. All information should have high accuracy and integrity. Regular reporting where required should be on time and accurate - Working within a team providing coverage of customer database as required - Adheres to company policy in relation to Health & Safety and Equal Opportunities and complies with all policies and procedures as laid out in the current company handbook Knowledge, Skills, and Experience Qualifications and Skills: Previous experience as a coordinator or estimator. Strong communication skills in all media at all levels both internally and externally Computer literate (Word, Excel, PowerPoint, Outlook etc.) Fast learner People and communication skills Equality & Diversity ASEL values the diverse skills and experience of its employees and is committed to achieving equality of opportunity for all. Our objectives are that all individuals shall have equal opportunities for employment and advancement on the basis of their skills, aptitudes, and abilities. ASEL is committed to the engagement and retention of the best possible talent and to creating an environment that encourages excellence through inclusion, equality, diversity, leadership, and management. Benefits: Perkbox recognition - rewards and discount platform Apprenticeship Employee of the month scheme £50 110% Club of outstanding performers who can receive large prizes and monetary rewards WageStream - a flexible wage application whereby you can pull your wages out sooner than payday EAP - Employee Assistance Programme Progression opportunities within the company Ongoing training