JOB TITLE: NATIONAL/MAJOR ACCOUNT SUPPORT CO-ORDINATOR
RESPONSIBLE TO: NATIONAL ACCOUNT DIRECTOR
LOCATION: ASHFORD OR SOUTHAMPTON OFFICES, (TBC)
Job Summary:
The National Major Account Support Coordinator is responsible for assisting the National Account Management team in coordinating client activities, ensuring seamless account operations, and delivering excellent service to clients.
Key responsibilities include utilising the group’s software platforms for compiling management information (MI) reports, assisting with client quotations, billing, and administering new agreements or contractual updates within the required systems.
This role also involves providing administrative support, first-line client interface, and query resolution in the absence of Account Managers. The coordinator will ensure smooth collaboration across departments and effective communication with senior management and clients.
Key Responsibilities:
Client Management & Support
1. Serve as a reliable point of contact for senior client representatives, acting on behalf of the National/Major Account Management team when required.
2. Gain a comprehensive understanding of the National/Major Account client portfolio to support effective management and client satisfaction.
3. Handle and resolve client queries professionally and efficiently, escalating issues to internal departments or management as needed.
4. Ensure a seamless resolution process by gathering relevant information, identifying root causes, and providing practical solutions.
5. Close the feedback loop by confirming resolutions with all parties to achieve complete client satisfaction.
Data & Reporting
1. Utilise company software, including but not limited to Activeware, Vend Manager/SB, to compile accurate and timely monthly and quarterly management information (MI) reports for client reviews.
2. Proofread and quality-check reports to maintain high standards prior to submission.
Administrative Support
1. Support National/Major Account Managers in developing client activity programs and reports.
2. Assist in onboarding new deals and implementing contractual, billing changes within the required systems.
3. Maintain organised records and provide administrative assistance to ensure smooth operations.
4. Assist in creating client quotes, contracts, and other necessary documentation.
Equipment Logistics Coordination
1. Collaborate with brand operations teams to coordinate equipment movements within client estates.
2. Support the planning and execution of re-machining projects and new installations, including occasional on-site visits if required.
3. Assist in managing client-specific equipment installation programs, ensuring all logistics align with project timelines.
Interdepartmental Collaboration
1. Act as a liaison between the National/Major Accounts team and internal departments, securing necessary support to meet client needs.
2. Represent the National/Major Accounts team in communications with senior management and internal stakeholders.
3. Promote a collaborative, solutions-focused approach to deliver exceptional service to all clients.
Additional Information:
1. This role may occasionally require attendance at client meetings or site visits to provide operational or reporting support.
2. Flexibility to undertake additional duties as needed to support the National/Major Accounts team.
Skills & Competencies:
Client-Focused Communication:
Strong interpersonal and verbal skills to build trust and rapport with clients and internal stakeholders.
Problem-Solving:
Ability to identify issues, gather pertinent information, and develop actionable solutions efficiently.
Time Management:
Skilled at managing multiple tasks and deadlines in a fast-paced environment.
Technical Proficiency:
Advanced knowledge of Microsoft Office, including:
* Excel: Expertise in creating pivot tables, charts, and graphs for data analysis.
* PowerPoint: Ability to design and deliver professional presentations.
Data Analysis:
Skilled at creating analytical visualisations to communicate complex information effectively.
Foresight & Planning:
Strong organisational skills with the ability to anticipate and prepare for client needs and project requirements.
Self-Motivation:
Able to work independently and maintain productivity during long periods of autonomous work.
Detail-Oriented:
Ensures accuracy and thoroughness in documentation, reporting, and task execution.
Team Collaboration:
Works effectively with colleagues across departments to achieve shared goals.
Adaptability:
Maintains composure and effectiveness in dynamic situations.
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