Customer Care Manager jobs in Großbritannien

Job Title: Account Executive

Salary: £25k to £30k pa (depending on experience)

Location: Glasgow

Reference: J3322

Contact: Telephone: 0141 647 6688

Category: Account Management / Customer Service

An opportunity to join a highly dynamic organisation. The purpose of the Account Executive role is to support the Account Managers in the delivery and engagement with their client to protect existing contracts and identify and deliver long term sustainable growth. Reporting into an Account Manager you’ll be expected to manage existing relationships, working with both internal and external stakeholders to ensure services are effectively delivered and SLA’s are met, pro-actively identifying and resolving issues relating to supply, service and cost delivery across the agreements and implementing change within your area of control as well as ensure continual improvement and service continuity.

It will be your responsibility to manage and review relevant management information (MI) and provide appropriate reporting and trend data as well as ensure risks and issues are identified, assessed, prioritised and resolved whilst maintaining an excellent customer experience. Excellent customer service is at the heart of this role and candidates should strive to exceed client expectations, demonstrate to our clients adding value and use that platform identify and deliver opportunities for growth. You will need to maintain, leverage and influence internal and external relationships at various levels to support and support the wider teams to challenge business practices and overcome obstacles that prevent you and your team delivering results.

• Production of high-quality informative management information reporting for regular provision
• Provide appropriate high-level data and analysis of monthly management reports
• Support month-end billing process
• Monitor delivery of services across multiple services to ensure they are meeting contracted service level agreements and exceeding customer expectations
• Provide first point of contact for clients and internal teams for the clients you manage
• Provide timely, clear and informative communication
• Where risk or problem is identified, work with peers to eliminate the risk and/or rectify the problem swiftly, minimising impact to customers
• Co-ordinate and compile a variety of daily, weekly and monthly management reporting with a focus on quality and service assurance
• Develop a good understanding of the services offered to our client
• Provide support when required to cover absence or holiday
• Attend client or cross-site meetings when required – travel will be required on occasions but should be limited

The Account Executive should be self-motivated, task-oriented, client-focused and highly organised team player with excellent customer service skills, keen attention to detail and a proven ability to build effective working relationships.

• Minimum 2 years’ experience within a client support / customer service or first line support role
• Proven ability to multi-task effectively and work to tight deadlines, excellent organisational and workload management skills
• Positive communication and interpersonal skills at a very high level
• Experience of data analysis – inspecting, transforming and modelling data with the goal of discovering useful information, suggesting conclusions and supporting decision-making
• A keen attention to detail with a quality-focused approach
• Experience of working in an environment where priorities are frequently changing
• Proficient with Microsoft Office applications especially Excel
• High standard of numeracy and both written and verbal communication
• Exceptional client focus and service excellence ethic
• Extensive relationship and concurrent multi-stakeholder management experience
• Proven ability to multi-task effectively and work under pressure to tight deadlines
• Excellent organisational and workload management skills, ability to multi-task
• Confident communication (verbal and written) and presentation skills

• Minimum 2 years’ experience within a client support / customer service or first line support role
• Financial Services experience

• Exceptional customer-focus and service excellence ethic
• An enthusiastic team player with a can-do approach
• Ability to take a reactive approach to situations when required but maintain a clear perspective of goals
• Committed, resilient and prepared to work extra hours where the role and client demands it
• Ability to remain calm and professional when dealing with challenging circumstances
• Takes ownership and is accountable
• Ability to work autonomously
• A detail orientated outlook

Contract details: This is a 6-month contract with a strong possibility of leading to permanent. Will pay at an annualised rate of between £25k to £30k pa depending on experience.