Key Account Coordinator

Mitie Cleaning & Hygiene Services; Loughborough; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Virtual GP

Salary Finance

Choices lifestyle platform

Additional leave options

MiDeals discounts

Cycle-to-work

Life cover

Pension enhancements

Share incentive (Mitie Stars)

Recognition prizes

Job summary

Mitie Cleaning & Hygiene Services is seeking a Key Account Co-ordinator to support exceptional customer service across a portfolio of key accounts. You will act as the central contact for customers and internal teams, ensuring contractual obligations are met and account administration is kept accurately and efficiently.

You will build relationships with clients, support operational teams, and identify opportunities to enhance service delivery and customer satisfaction.

Qualifications

• Be passionate about delivering exceptional customer service.
• Excellent communication and relationship-building skills.
• Organised with the ability to manage multiple priorities.
• Attention to detail and accuracy.
• Proactive in identifying and resolving issues.
• Strong analytical skills and data interpretation.
• Able to prepare reports, presentations, and customer-facing documentation.
• Friendly, approachable, and professional.
• Proficient in Microsoft Office (Excel, Outlook, Word, PowerPoint).

Responsibilities

• Manage day-to-day performance of allocated key accounts.
• Develop and maintain professional relationships with customers.
• Be primary contact for customer enquiries and service-related matters.
• Resolve queries and complaints promptly.
• Escalate issues and own resolution.
• Improve service delivery and customer satisfaction.
• Attend customer review meetings (virtual/in-person).
• Prepare meeting packs with KPIs, compliance info, and trends.
• Analyze account performance and identify improvement areas.
• Produce customer-specific reports and presentations.
• Track actions from meetings and ensure timely completion.
• Assist with strategic reviews and retention initiatives.
• Maintain accurate CRM records and portals.
• Upload invoices, certificates, and documentation.
• Monitor multiple inboxes with prompt responses.
• Ensure data accuracy and record keeping.
• Monitor KPIs and contractual requirements.
• Support invoicing accuracy and documentation.

Skills

Communication

Organisational skills

Problem-solving

Relationship management

Analytical skills

Report writing

Customer service

Tools

Excel

Outlook

Word

PowerPoint

CRM system

Job description

Role OverviewAs a Key Account Co-ordinator, you will play a pivotal role in supporting the delivery of exceptional customer service across a portfolio of key accounts. Acting as a central point of contact for both customers and internal departments, you will be responsible for ensuring contractual obligations are met, customer expectations are exceeded, and all account administration is managed accurately and efficiently.

Better places, thriving communities.

Role OverviewAs a Key Account Co-ordinator, you will play a pivotal role in supporting the delivery of exceptional customer service across a portfolio of key accounts. Acting as a central point of contact for both customers and internal departments, you will be responsible for ensuring contractual obligations are met, customer expectations are exceeded, and all account administration is managed accurately and efficiently. This is a customer-focused role requiring excellent communication, organisational skills, and a proactive approach to problem-solving. You will build strong relationships with clients, support operational teams, and identify opportunities to enhance service delivery and customer satisfaction.

Key Responsibilities

Account Management & Customer Service

• Manage the day-to-day performance of allocated key accounts.


• Develop and maintain positive, professional relationships with customers.


• Act as a primary point of contact for customer enquiries and service-related matters.


• Resolve customer queries, concerns, and complaints in a timely and professional manner.


• Escalate issues appropriately while maintaining ownership through to resolution.


• Continuously seek opportunities to improve service delivery and customer satisfaction.

Client Meetings & Performance Reporting

• Attend customer review meetings both virtually and in person where required.


• Prepare comprehensive meeting packs, including service statistics, KPI performance data, compliance information, open actions, and trend analysis.


• Analyse account performance and identify areas requiring attention or improvement.


• Produce customer-specific reports, presentations, and supporting documentation.


• Track actions arising from meetings and ensure timely completion.


• Support the Account Management team with strategic account reviews and customer retention initiatives.

Administration & System Management

• Ensure all customer records and interactions are accurately maintained within the CRM system.


• Keep customer portals up to date with relevant documentation and account information.


• Upload and manage worksheets, quotations, invoices, certificates, and compliance documentation.


• Monitor and maintain multiple customer-specific inboxes, ensuring prompt responses and effective prioritisation.


• Manage customer data accurately and maintain high standards of record keeping.

Performance & Compliance

• Monitor service delivery against agreed customer KPIs and contractual requirements.


• Support the achievement of departmental and company performance targets.


• Assist with service reviews and identify opportunities to improve efficiency and customer outcomes.


• Ensure customer-specific processes and procedures are followed consistently.


• Support accurate and timely invoicing, ensuring all relevant documentation is available and complete.

Financial Administration

• Process invoices accurately and within agreed timescales.


• Support quotation generation and follow-up activities.


• Investigate and resolve billing queries.


• Ensure customer purchase order requirements and invoicing processes are adhered to.

The Successful Candidate Will

• Be passionate about delivering exceptional customer service.


• Have excellent communication and relationship-building skills.


• Enjoy working closely with clients and internal stakeholders.


• Be highly organised with the ability to manage multiple priorities simultaneously.


• Demonstrate exceptional attention to detail and accuracy.


• Be proactive in identifying and resolving issues.


• Have strong analytical skills and be confident interpreting performance data and statistics.


• Be comfortable preparing reports, presentations, and customer-facing documentation.


• Be friendly, approachable, and professional at all times.


• Possess a positive, can-do attitude when tackling challenges.


• Have a good working knowledge of Microsoft Office applications, particularly Excel, Outlook, Word, and PowerPoint.

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

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