Account Lead

Hall & Kay; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading fire protection firm based in Birmingham is seeking an administrator to provide comprehensive support to the Service Division. You’ll ensure excellent customer service and maintain accurate records. Candidates should have relevant experience in the fire engineering industry and strong organizational skills. The position offers a competitive salary, a contributory pension scheme, and generous holiday benefits.

Benefits

Competitive salary

25 days holiday plus bank holidays

Contributory company pension scheme

Life Assurance

Funded Health Cash Plan

Qualifications

• Proven experience in a similar role within Fire Engineering/Sprinkler industry.
• Experience in account management.
• Excellent PC skills with MS Office.

Responsibilities

• Provide excellent customer support and manage queries.
• Update portal and support back office.
• Ensure compliance with KPIs & SLAs.

Skills

Customer service

Proven attention to detail

Organisational skills

Time management

Communication skills

MS Office proficiency

Job description

Overview

Summary Of Role: To provide a comprehensive and professional administration function to the Service Division. To provide excellent customer service to our clients whilst maintain accurate records. You\'ll be working in a fast paced but fun environment so this role would suit someone who enjoys being able to juggle priorities and think on their feet.

What You Will Be Doing

• Updating portal and support back office.
• Providing customer support and responding to queries.
• Attendance to customer calls and reviews.
• Raise job number for emergency call out and send to call out team.
• Creation of bespoke customer reports.
• Responsible for service delivery of PPM compliance in due period.
• Responsible for providing accurate service reactive updates.
• Responsible for management of impairment reports.
• Requesting/generating linked work orders (Verisae), as required, for remedial works quotes.
• Oversee the uploading of remedial works quotes to customer portals, including Verisae.
• Liaising efficiently with Call-Out & Planning Co-ordinator teams.
• Daily monitoring of customer portal and jeopardy management.
• Compile and update amendments to contract specifics, stores, visits, asset register & price.
• Input and contribution to financial performance.
• Actioning all customer queries and requests in a timely manner, escalating as required.
• Ensuring that we attain contract specific KPIs & SLAs.
• Developing and maintaining knowledge of all relevant IT systems.
• Ensuring adherence to all company policies & procedures.

What We Will Need From You

• Proven experience in a similar role gained within a Fire Engineering/Sprinkler industry (essential).
• Proven experience in an account management role (essential).
• Excellent PC skills with experience in MS Packages (Word, Excel & Outlook) at intermediate level (essential).
• Excellent verbal skills with ability to communicate with customers/stakeholders along with a good standard of written communication (essential).
• Proven attention to detail and accuracy skills (essential).
• Organisational and time management skills (essential).
• Ability to work independently, systematically as well as work in a team (essential).
• Results/task orientation (essential).
• Dedicated customer focus with a genuine commitment to continuous quality improvement (essential).

What You Can Expect In Return

• Salary competitive & negotiable depending on experience.
• 25 days holiday plus bank holidays and option to buy 5 days and sell 2 days
• Contributory company pension scheme
• Life Assurance
• Funded Health Cash Plan
• Hours: 36.5 hours per week (Monday to Thursday 8.45 – 16.40, Friday 8.45 – 16:00)

Please note

You may be required to undertake a DBS check as part of your job role at Hall & Kay.

How To Apply

Please submit a tailored CV detailing your experience relevant to this role.

Additional Company Information

At Hall & Kay, we deliver complex fire protection and security solutions to protect what matters most to our clients. As technical experts our focus is on the lifetime value of a project. Meaning we can design, supply, install, test and maintain all types of sprinkler, gas suppression, fire detection, and integrated security systems. With 140+ year trading experience and a strong project delivery culture, we are proud to have built lasting relationships with some of the UK\'s most respected companies in all areas of industry and construction.

What sets us apart? Our culture. What we call “the Hall & Kay way”... it\'s a people thing. Put simply, we know we can achieve more when we work as a team – with clients, with the communities we serve and in our own business. Our people create safety every single day, using their skills and experience to adapt to changing situations and rise to the challenges presented to them. It\'s our people that make us trusted to deliver.