Job Description
The Role
As Key Account Support Executive you will support the Account Managers in the day to day management of key/complex Posturite clients, providing a high level of customer service and support, ensuring that all tasks are performed in line with Client and Business specific SLAs. This role will specifically focus on supporting Central Government accounts.
As a successful Key Account Support Executive, you will positively contribute to the management of Posturites key clients, through delivering accurate and timely administration for the clients and Account Managers thereby supporting them with the companys KPIs/SLAs.
Key Responsibilities
* Monitor SLA performance to ensure targets are being met
* Action emails received into the Key Account Support Team
* Deal with service issues promptly as they arise
* Proactively keep clients informed of delays or issues
* Place ad hoc orders accurately, advising clients of options to suit their requirements if needed
* Produce clear and concise external reports in the appropriate agreed format
* Ensure that client reports are provided within the agreed SLAs
* Proactive use of CRM including updating client details, entering cases and logging calls
* Highlight and investigate areas of failing performance and report to your line manager
* Attend, host and manage conference calls as required and feedback any relevant actions points to the business
What you will bring
* Always Striving for Improvement & Excellence
* Building Strong & Trustworthy Relationships
* Flexible, self-motivated and ability to work autonomously
* Ability to reprioritise tasks and workload in line with changing business needs
* Excellent written and verbal communication, with strong attention to detail
* Ability to engage with audiences at all levels
* Ability to effectively collaborate with others to reach mutually agreeable outcomes
* Ability to build successful/ strong stakeholder relationships across all functions
* Demonstrates effective time management skills and meets deadlines
* Has a can-do, problem solving attitude
* Works well as part of a team, is objective and open-minded towards the ideas and views of others, gives and welcomes feedback
* High levels of attendance and punctuality
Education, Experience & Skills
Essential
* GCSE (or equivalent to) qualifications inMaths and English
* Administration experience
* Experience working in a fast paced environment
* Experience in client-facing roles
* Working knowledge of MS Office suite, particularly Excel
Desirable
* Knowledge of Central Government accounts and associated processes
Hybrid Working
While our Head office is a place to connect, collaborate and celebrate with colleagues, we recognise that flexibility around where you work is just as important. This role is based at our head office in Berwick. Training will also be required to take place in predominantly in the office at Berwick. Once your training has been completed, hybrid working pattern can be discussed to ensure they meet business needs and role requirements. There are activities and meetings that you will need to support in-person held within the office.
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