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Specific Responsibilities & Accountabilities

* Support the team in preparing bids, excellent excel skills are a key requirement to do this as is the ability to write to a very good standard.

* Attend meetings to take minutes and project manage action plans coming out of them.

* Respond to basic customer enquiries on both the phone and in writing, ensuring they are fully logged.

* Liaising with customers/raising quotations inside the system.

* Liaising directly with Customers to retain services.

* To drive efficiencies in the Handover process – to obtain contact details for the new contacts/clients as efficiently as possible to maximize retention of services and revenue.

* To drive efficiencies in the Termination Process – to take immediate ownership of a terminated building or client, outside of the normal sales ledger procedures, and follow the specific Termination Policy. Ensuring that all relevant documentation is issued, all income is correctly recognized and promptly recovered.

* Take an active part in the production and upkeep of procedures and information for complex or portfolio customers, ensuring the detailed and up to date documentation of processes held in the system.

* Undertake routine data hygiene activities (e.g., QCC) as required.

* Assisting the Account Manager and Business Development Director with setting and monitoring Target Performance Measures & Metrics along with other reporting as required.

* The post holder will help the continuous improvement of the department, help identify and deliver efficiencies and other benefits where possible.

* To ensure the companies Finance procedures and guidelines are followed.

* Any other tasks identified by Business Development Director and Account Director.

* Become a super user in Salesforce and be able to support the team accordingly (full training given if required).

Duties and Responsibilities

* Ensure customer experience is at the forefront of all interactions to enable us to provide a high-quality customer service

* Update our internal systems, ensuring data is correct and utilised in the correct way

* Demonstrate initiative, self-drive, curiousity and a will to accept ownership for performance attainment against KPIs

* Meet and maintain high standards in customer correspondence, verbal, and written, via emails and reports

* Be a key contributor towards quality control initiatives, and a champion of Best Practices within the team. This will help us maintain a consistent level of frontline services for customers and sub-contractors

* To demonstrate commitment and willingness to collaborate effectively with other teams across the business. All actions must be aligned with the companies strategic objectives

Corporate Responsibilities

* Engage with colleagues across the business, improving the customer experience, helping us meet high levels of customer retention. The candidtate is expected to show commitment and diligence with key customer portfolios, ensuring SLAs are well regulated and complaints kept to a minimum.

* Support the teams Directors by demonstrating leadership and skills, and a desire to see issues and initiatives through to completion, with the achievement of the required outcomes